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.

     

 

With the rise of the use of remote support software in the workplace, several key issues rear their heads. One of these issues is regulatory compliance. How does an organization comply with a set of regulations such as HIPAA, FISMA, and SOX when using remote support software?  

Here is an example: the financial industry operates under the SOX rules and regulations. Anytime an employee works on a machine that contains financial data, that employee must have logged access. Additionally, there must be an audit trail detailing any and every bit of activity on the system.

One way to establish one aspect of compliance, the audit trail, is to build some sort of recording capabilities into the remote support software. With a session recording available, a remote support session is easily documented and can easily be retrieved should a question about a particular record arise. 

One of the neat features of ScreenConnect that has been available since the release of 1.1 is the ability to record a remote support session. Once the recording is stopped by the host, it is saved as an .AVI in a folder under “My Documents” named after whatever you specify in the “application title” field on the administration page. The resulting recording is clearly labeled with the date in the filename, and the video itself has a fading banner with the date and session name. 

The ScreenConnect team is pleased to announce the release of ScreenConnect 1.9. In this latest update, we’ve added many new features, including:

• Reverse screen sharing, allowing a technician to display the contents of his screen on a customer’s screen.
• The use of .NET ClickOnce technology for all Windows machines, bypassing the use of Java Web Start.
• An optimized screen recording function, thus saving memory and CPU cycles.
• Improvements to the Android client, such as specifying the screen quality and keeping the phone awake while the phone is open.
• New drag and drop abilities in chat windows, allowing clients to drag and drop files into the windows.
• The ability to connect through a proxy server.

For more on these and other new features, visit our download page.

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!

We had some major enhancements with the release of ScreenConnect 1.8, but one of the most exciting was our new Android mobile phone application. The mobile phone application allows a host to connect to customers and control their computer via their Android based mobile phone. 

With this new feature, a technician can troubleshoot a customer’s computer anywhere his phone has internet access: at the airport, at the coffee shop, at the library, etc. Now a technician can make quick, immediate repairs without needing a laptop. This application, available as a part of the ScreenConnect installation, can be installed on an Android smart phone simply by joining a ScreenConnect session. After that, a message box will prompt you to install the application. View the app and its features in action on YouTube.

Try it out and let us know how it works! If you have any questions or comments, feel free to respond to this blog post, or join us on the forum.