![]() It’s obvious that solution providers playing in the remote support world need a lot more than just remote control to succeed. ![]() While both services share much in common, there are some key differences that can make one more appealing than another. Managers can use the services to monitor sessions and see how technicians are performing. These connections are made without heavy client software or a VPN.īoth Citrix Online’s GoToAssist Corporate and LogMeIn’s LogMeIn Rescue allow technicians to track their time spent, record sessions, elevate calls to other technicians and so on. Each service allows technicians to e-mail a URL to a user that enables a remote connection to the affected client. Today, all that’s needed is a broadband connection.įor solution providers, the services boil down to Citrix Online’s GoToAssist Corporate and LogMeIn’s LogMeIn Rescue, both of which are aimed squarely at making remote support easy, affordable and accountable. Citrix Online and LogMeIn have grasped the concept of hosted remote support and each have rolled out services geared towards the solution provider aiming to support end users no matter where they are. Thanks to Web 2.0 technologies, cloud computing and hosted services, the problems associated with remote support have all but disappeared. Not so much a problem if the solution provider had setup the site for remote support, but what about new customers, or supporting PCs not sold by the solution provider? Add to that the need to support home office and mobile workers, and becomes clear why the traditional software remote control packages now fall short. Many solution providers have used remote control applications in the past, but most had severe limitations – ranging from the need to preinstall software, setup VPNs, modify firewall settings and so on. It works, but it’s also expensive and difficult to scale, which is why many solution providers are adopting managed services or remote management tools to cut down on truck rolls. The traditional break-fix support model is tried and true – a customer logs a problem and the solution provider sends a technician out into the field to resolve the issue.
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