On-Demand Remote Support and Why IT’s Easier.

Apr 22 2010   10:16AM GMT

Remote Support and Why It’s Easier: The Smartphone Support Challenge

LogMeInRescue Lee Weiner Profile: LogMeInRescue

Today, wherever you are, someone’s using a smartphone.  A recent Forrester Survey, discussed in Charles Golvin’s blog, showed that, by the end of 2009, 17% of all adult wireless phone subscribers were using some type of smartphone, up from 11% in 2008. And with new devices coming on line, Forrester predicts accelerated growth in 2010.

Undoubtedly, some of those subscribers are just checking the score or texting their kids, but many are also doing business.

Last year, LogMein conducted an informal poll of customers and prospects supporting smartphone users.  They reported that 20% of their end-users used smartphones for CRM or ERP applications; 27% for line of business applications; and, not surprisingly, 100% to check e-mail.

All this tells us that, in today’s workplace, the smartphone is rapidly moving from a ‘nice to have’ to a ‘must have.’

And so is support for smartphones.

Whether they’re using their own smartphone, or one that’s company-issued, employees require smartphone support. And having to send on if for diagnosis and repair is expensive and anti-productive.

Some organizations have outsourced mobile device support, but as more corporate applications go mobile, the problems are more likely to be application-related, not related to the smartphone’s innards or general data access.

With users getting their work done in a variety of ways – desktops, laptops, netbooks, smartphones – providing support becomes ever more challenging.  

While we’re seeing smartphone use increasing across the employee base, it’s generally the road warriors in sales and support who are the first ones who need smartphone support.

One of our customers, Midmark, is typical of organizations facing the challenge of supporting a range of devices. Midmark produces medical equipment and diagnostic devices, and has over 100 sales and sales support personnel located around the world. These employees have both laptops and Windows Mobile devices, and they’re accessing e-mail, CRM, and other applications vital to their work. And they’re on the road, so dropping by the support team with a smartphone issue isn’t an option.

Meeting the smartphone support challenge means taking a holistic approach; and this calls for a remote support solution that enables such a plan.  LogMeIn Rescue is one such solution, creating a helpdesk that seamlessly handles support problems whether an end-user is on a desktop or laptop, a PC or a MAC, at work or away from the office, and – these days – on a smartphone.

Are you also seeing more demand for smartphone support? How are you handling it?

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1  Comment on this Post

 
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  • DemiK
    Smartphones are everywhere. But if I were to choose, I'll go for [url=http://personalmoneystore.com/moneyblog/2010/04/26/blackberry-bold-9650-blackberry-pearl-3g/]blackberry bold 9650 pearl 3G[/url]. Well, it's the latest and I don't really care if I will spend money for it. Besides, the price isn't that far.
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