IT training has evolved beyond the lectures at lunch, allowing innovative technologies to aid in the learning of new skill sets. But even though training materials may be hands-on and/or web-based, if the training is not provided at the correct time, it may be rendered ineffective.

For training to be most effective, it must occur at the precise moment it is needed.

To make this happen, IT can follow these steps:

1. Gather training materials (such as a Powerpoint presentation or a manual)
2. Record a training meeting
3. Provide on-demand access to the training materials and the video
4. Use a remote support solution, such as ScreenConnect, to answer any questions if further help is needed

Using this approach, employees will be able to obtain the training information when they need it, reducing training costs and increasing the productivity of IT.

 

This summer, Inc. Magazine released an article summarizing the results of a study entitled, “Six Dimensions That Characterize Success-Oriented Small Business Owners,” published by the Guardian Life Small Business Research Institute. These six traits that provide a “winning formula” are as follows:

• The ability to collaborate
• Being self fulfilled
• Staying future-focused
• Being curious
• Tech-savvy
• Being action-oriented

Part of remaining tech-savvy would be to stay on top of the latest computing trends. For a PC support technician, this could be taking a close look at remote support software. Not only would remote support software save you time and money, but you would also be providing great customer service.

Read the full article here!

 

Remote support software can be an invaluable tool for the IT technician, leading to savings in time and money. But when you’re the customer whose computer is being connected to, it can be a little scary allowing a technician access to your system (especially for the first time). You worry if the technician can see your files, take complete control over your computer, or if the information being sent from computer to computer can be hijacked by some malicious party.

These issues are often voiced to technicians when they employ remote support software in the field. It is very important that support technicians dispel these myths of remote support software and put their customers’ worries to rest.

We here at ScreenConnect have some tips on easing your customers’ concerns:

1. Tell the customer that you can only view and edit files that are on his or her screen. If there are any files the customer does not want modified, tell him or her to simply close them.
2. Use the chat box to detail exactly what you are doing and what the customer can expect to happen next.
3. As the technician, you will have control of the customer’s mouse and keyboard. Be sure to inform your customer that if she or he feels uncomfortable with this, simply wiggle the mouse or type on the keyboard to regain control.
4. Inform the customer that he or she can end the session at any time by regaining control of the mouse and closing the remote support application window.
5. Let your customer know that the remote support software encrypts each end of each session, ensuring the customer’s privacy and the safety of his or her information.

Feel free to contact us with any other concerns!

Keir Thomas at PCWorld recently wrote an article with some suggestions for support personnel. Whether you’re a professional support person or just helping out a frustrated family member, Thomas’s tips can help. They are as follows:

1. Suggest the client get a cup of coffee
2. Understand that even trivial issues have a massive impact
3. Accept that clients don’t think like you
4. Understand that the computer is a personal object
5. Don’t fix things that don’t need fixing

A good remote support solution can help especially with point number two. In the article, Thomas details how he drove 100 miles to fix a client’s supposedly broken computer sound system, but it turns out that the client had simply muted the sound. Thomas ends up teaching the client how to work the audio control panel, therefore ensuring that the long trip was not a complete waste. With a remote support tool, however, he would have been spared the long drive, would have increased his productivity by instantly seeing the problem, and still would have made his client happy.

In short, a remote support application can be a valuable tool in the kit of the new support pro.

An article written for Small Business Trends, entitled “Remote Working Policies Can Benefit Small Business,” points out that although over fifty percent of larger companies surveyed had some rigid remote working policies in place, over seventy percent of smaller companies had no remote working policies at all.

Clearly there is great room for improvement in the remote working area, particularly for small businesses. One way to encourage the idea of working remotely is to assure workers they’ll be able to get the IT support they need without having to travel back to the office. Remote support software can make this happen.

So when you are considering allowing employees to work remotely, take a look at the remote support solutions that are out there. The right combination of remote working and remote support software can lead to a high ROI and happier, more productive workers.

In September of 2010, SIM released its 2010 Industry Trend Survey. This survey analyzed the responses of CIOs, CTOs, and high-ranking IT executives from 172 U.S. companies. The top ten list of concerns are as follows:

1. Business productivity and cost reduction
2. Business agility and speed to market
3. IT and business alignment
4. IT reliability and efficiency
5. Business process re-engineering
6. IT strategic planning
7. Revenue generating IT innovations
8. IT cost reduction
9. Security and privacy
10. Globalization

For the past two years, business productivity and cost reduction have been the number one priorities among those surveyed. This is one of the many effects the unsteady economy has had on the IT industry. But in a time where there is an emphasis on cutting back, there is one item that can be added and can yield a high return on investment, all while boosting productivity. This product is remote support software. Remote support software can solve computer problems in a matter of minutes, allowing technicians to handle more calls. The cost for remote support software can be very affordable, as well; ScreenConnect, for example, only costs $250 per license with no monthly fees.

If your organization is looking to save money and boost productivity, perhaps implementing a remote support solution will do the trick.

This week, our team was in Louisville, Kentucky for the ITSM Fusion Expo. We provided custom demonstrations of IssueNet and ScreenConnect for all who stopped by. 

Our next show is the HDI Service Management Conference & Expo in Miami, Florida, coming up on October 6th. We hope to see you there! 

 

We’re very excited to announce that ScreenConnect has been reviewed by Jon L. Jacobi at PCWorld.com! ScreenConnect’s setup, configuring, and a few of its features are reviewed and highlighted.

 

 

Go read the full review at PCWorld.com!

Remote support has evolved considerably since the early days.  Firewalls, NATs, and various incompatibilities presented stumbling blocks, frustrating the customers.  Mature remote support products overcame these hurdles leading to very impressed customers.  More often than not, customers verbally express their surprise at how quick we are able to establish a ScreenConnect session-- from the point of the customer typing in a URL until full screen control, we often are connected in under 20 seconds.  I expect competitive products deliver nearly as solid experiences.

So who gets the credit?

In most cases, the remote support vendor. Whether it be intentional, or just overlooked, most remote support products plaster their branding throughout the user experience. Even when the vendor advertises "branding" and "customization", generally they find a few places to sneak in their company and/or product name. Just ask anyone who uses Bomgar how many times they've had to explain to a customer what the "Orange B" is for!

We have taken a bit of a hybrid approach with ScreenConnect. Admittedly, the "vanilla" ScreenConnect installation has a healthy display of our logo, our brand name, and even with a link back to our homepage. However, from the start, we have provided a very straight-forward customization panel in our administration area. This has led to some very "unique" installations, and in many cases we don't even recognize our own product!

We took customization a step further in 1.8. The Host and Guest Clients--the applications that run on the computers--are now able to be completely branded. Wherever we displayed "ScreenConnect" before, can be replaced with your company or service name. Check it out (image to the right)!

So what are the chances that this will happen-- The "mystery" as to which remote support software is used will generate more buzz for ScreenConnect than plastering our logo everywhere. We don't like our odds with this, but at least our customers will be happier with our own anonymity.

Elsinore Technologies announced July 21, 2010 that it will be exhibiting at the 2010 HDI Service Desk Expo in Miami Florida. The event scheduled for October 6-8^th at the InterContinental Miami is an annual conference that brings together members of HDI community to discuss industry related topics such as Service Management, Governance, Service Quality, and much more.

This show appealed to us for a variety of reasons, but we ultimately made the decision because of the HDI community itself. Their focus on quality, knowledge sharing, and innovation mirrored what we as a small software company are trying to achieve every day. As we worked with the Expo team for several months learning, reading, and asking questions it was clear that HDI had a well thought out and focused event which we wanted to be involved with going forward.

The entire team here is excited about our first HDI Expo and no it’s not just because it’s in Miami! So if you are in Miami October 6-8^th and you want to talk about ITSM, Issue Tracking, or Remote Support stop by booth 3 and say hello to Jeff, Jake, or Morgan.

Elsinore Press Release

HDI Service Desk Exp 2010