One of the main expenditures and frustrations of an OEM, after selling a computer, is the support cost. Users tend to call support centers for each and every problem they encounter - both hardware and software. Although many of the calls are a simple misunderstanding or failure on the part of the user to follow existing instructions, they are nevertheless lengthy. The most time consuming aspect of many customer support calls is the initial period required to determine the nature of the user's problem.


In order to reduce the length of the call, our system will be equipped with a Management System. This system will allow the support center to retrieve information from the user's computer, using standard protocols, and to operate it from a distance. By using this system, the support technician is no longer dependent on the user's level of computer know-how or cooperation. Instead, the technician can actually operate the system remotely, as if he or she were sitting in front of the computer.