Korgan asks: "I work for a company in which our primary focus is phone based support and helpdesk operations. Lately I have been involved in the trialing of several products that essentially allow agents to provide support across the Internet using remote administration using an ASP model. Examples of this type of technology in action are DesktopStreaming and ePeople. Does the community have any ideas and suggestions as to what they think would be the benefits and detriments of remote administration over phone based support?"
In my humble opinion, remote administration is much
more efficient than phone support from the obvious standpoint of communication. Many times phone support can be hampered due to the miscommunications which can occur on both ends of the phone rather than a knowledgeable user who can access to the system and diagnose the problem in a matter of minutes. The major problem with remote administration, however, boils down to a simple matter of trust: most companies don't.
"The primary target of this is the corporate end user. I have been asked to provide reasons to the MD of the company that would qualify savings and improvements in KPI (key performance indicator) and SL's (service levels) and to justify why the initial expense would prove to be an overall savings in the long run. Things along the line of reduced problem resolution time, faster response, increased technician productivity and the like have already been considered. I am sure that there are many more reasons out there for a remote administration tool/service being more practical, cost effective and generally better than the standard phone based support most corporates employ."