Remote service is not just about a support technician taking control of a customer’s desktop to diagnose and solve a problem more quickly and easily. Remote capabilities have expanded to include a wider array of features, as well as adoption across all areas of service:

• Education services are heavy users of remote training delivery, allowing customers to take online training as time permits, not fly across the country for a week of classroom training.
• Field service employees use remote tools to diagnose issues before traveling onsite, in some case eliminating the need for an onsite visit, or at least making sure they arrive onsite with the right knowledge and parts.
• Professional services are delivering more projects remotely, with consultants able to access customer systems for implementation and customizations, sometimes juggling multiple projects at once without ever getting on a plane or making a site visit.
• Support services not only leverage remote control to speed resolution of desktop computer problems, but sophisticated proactive monitoring systems can detect when errors occur and prompt a support technician to take agent, resolving the problem before customers are impacted.

Remote capabilities not only boost employee productivity and eliminate onsite travel, but capabilities such as proactive support and remote monitoring can be sold as Value Added Services, generating incremental revenue for the service division. TSIA is here to help you create your remote service program, make sure you have the best tools available, and leverage those tools to maximize ROI.

Explore the following links:

• Blog Posts
• Conference Presentations
• Joint Partner Research Papers
• TSIA Research Reports
• Webcasts