Remote Repair Reaps Rewards

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System builders are always on the lookout for new ways to reduce expenses and increase business. By taking advantage of the surge in growth of broadband users, and deploying a terrific new remote repair software utility, system builders can not only save money, but can also offer their customers a fast and convenient PC-repair process.

With the proliferation of broadband, many PC users are moving away from dial-up connectivity and signing on for high-speed Internet access. Further, with the imminent introduction of Worldwide Interoperability for Microwave Access, better known as WiMax, customers in even rural areas are gaining access to high-speed Internet service for about the same cost as DSL and cable Internet. This growth in broadband connectivity is an opportunity for system builders to offer repair services without leaving their desks.

Most software-related problems—whether crashes, configuration, network, or data-recovery issues—can be fixed via Internet access to the user's keyboard and mouse. For service providers, this helps three ways: First, you save money by not having to physically travel to a site, and by not losing any time in transit. Second, you can offer faster service to the customer—sometimes even instantly. Third, you'll need to send a technician on-site only after you've exhausted the remote possibilities beforehand. Plus, you'll have a record of what's not needed to repair on the call.

Working remotely, a system builder can also save money on costly warranty calls. Research by Culpepper & Associates shows that a system builder's cost of making warranty service calls can exceed their earnings on the original sale. Not a good way to make money!

Past Limitations with Remote Access Utilities

But most remote-access software available today needs to be pre-configured on both the client PC and remote PC. Additionally, on a corporate, office or home network, firewalls need to be configured. Not to mention that port forwarding (see this definition) is also required to be configured on the client and remote PCs connected router. Finally, this class of remote-access utility requires the end user to install and configure the software on the PC they want to make available for remote servicing. If you're interested in this class of remote-access software, take a look at this older TechBuilder Recipe, Reduce Support Costs With Remote Control Software.

But more recently, a brand new class of remote access tool has emerged. The first example is called LogMeIn Rescue, and it's from 3am Labs. LogMeIn Rescue has been designed to be simple to use, completely manageable, reliable, and secure. Best of all, it requires no prior software installation or configuration on behalf of the end-user. And at $99 a month, it's relatively inexpensive.

Overview of LogMeIn and LogMeIn Rescue from 3amLabs

3am Labs has been offering Web-based remote PC access for some time with a product called LogMeIn. Like other remote access software (such as GotoMyPC from Citrix Systems and Everywhere from Laplink), LogMeIn requires the user to download special software and to do some configuration work (though only for their personal use). For what it is, this freeware utility works very well. (For more on Web-based LogMeIn freeware, see this earlier TechBuilder Recipe Beef Up Tech Support Without Going Broke.)

There is one catch to using the Web-based freeware version of LogMeIn. Unless a customer has already installed the LogMeIn software on their PC, a system builder must walk them through the process of acquiring, installing, and configuring the remote software over the phone. This can be time-consuming and sometimes frustrating. Alternatively, a system builder could go on-site to actually install the software for the customer; but that defeats the whole stay-at-home point of the tool.

For these reasons, it's good news that 3am Labs has recently released an all-in-one product specifically designed for remote PC repair and support, called LogMeIn Rescue. The product's brand logo is shown here:

LogMeIn Rescue is not free. It starts at just $99 a month, though 3am Labs does offer a free, 14-day trial that has no functionality restrictions. Also, any settings you configure during your trial will carry over if you decide to become a customer. LogMeIn Rescue’s pricing structure is all-inclusive, so there are no hidden costs or surprises.

The system requirements for LogMeIn Rescue are minimal. Both the technician's and the customer's PCs must run one of the following Microsoft Windows versions: Windows 98, WinME, Win2000, WinXP, or WinServer 2003. And they needn't run the same Windows version, either; for example, the customer's PC could run Win98 while the technician's runs WinXP. Finally, both systems must have a minimum 56Kb connection to the Internet and a Web browser that supports either 128-bit or 256-bit encryption. In other words, LogMeIn Rescue will work with nearly any up-to-date Windows PC.

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