The days of dispatching technicians to fix PCs at remote sites could be over thanks to a new generation of Web-based management suites. Investigate Web-based remote control to reduce per-call support costs by over half and improve service delivery to end-users.

The People Cost of Support

Traditional support organizations have always relied on their help desks to resolve as many cases as possible within Tier 1. Incidents not resolved at the help desk are typically escalated to Tier 2 and 3 support teams.

One common scenario occurs when an end-user calls in to check on the status of a call, tying up a help desk time. Although all support teams try to manage the end-user via phone or other remote means, a technician is often dispatched to the site when nothing else works. The cost of providing personalized service is high.

A Web-based notification or lookup system can enrich and accelerate...