Smartphones aren't free of problems and
issues. They can suffer many of the troubles that affect their
desktop and notebook counterparts.But troubleshooting a smartphone can be a daunting task. In many
cases, mobile workers must send it back to headquarters to give
mobile managers a crack at fixing it, meaning an unknown length of
time without the device and somewhat negating the reason for
mobility in the first place.
This month, LogMeIn., a provider of remote connectivity and
support solutions, previewed new software that lets IT and carriers
support and diagnose smartphone troubles remotely. LogMeIn Mobile
Rescue gives IT quick and secure access to smartphones to diagnose
and fix problems. It also allows IT to train smartphone users.
In the past, smartphones have been left out of the remote
control space, which focused mostly on PCs and laptops. But,
according to
research firm IDC, 81 million converged mobile devices were
shipped worldwide last year, and that number is expected to grow to
more than 300 million by 2011.
Rick Redding, LogMeIn's vice president of business development,
said Mobile Rescue works similarly to the vendor's PC offering as a
permission-based break-fix application.
"The smartphone is an extension of a laptop today," Redding
said. And when it comes to troubleshooting and fixing device
issues, he added, time and money top the bill of pain points for
most companies.
In the past, a device user would have a problem and call the
help desk. If the end user couldn't be walked through the fix over
the phone, the device would be sent back for fixing. LogMeIn Rescue
Mobile, a
Software as a Service (SaaS), lets technicians access the
smartphone and take control of it through a Web interface. IT sees
an exact replica of the device on the computer screen and can push
buttons, manipulate the screen and control the device as if it were
in their hands, Redding said.
If users call in with a problem, they are directed to a Web page
where a small applet is downloaded to the device. The end user is
given a connection code, and the technician connects to the device
and gains control. Once in control of the device, IT can make
fixes, update software, conduct training sessions or configure
settings.
IDC mobile enterprise software research analyst Stacy Sudan said
smartphones are becoming increasingly complex, making it difficult
for both IT and carriers to support and troubleshoot devices and
also train end users. She said that remote solutions offer "an
opportunity for the carriers and internal IT shops to reduce costs
and for outsourced IT providers to offer more value to
customers."
Patrick Sullivan, CIO of IT service provider All Covered, said that
servers used to be All Covered's biggest support challenge.
Recently, however, that challenge has shifted to supporting
smartphones. He said, "The ability to provide the same level of
sophisticated remote support for mobile devices as we have for
servers and desktops is a huge benefit to us and our clients."
Currently, LogMeIn Mobile Rescue works only with Microsoft
Windows Mobile smartphones. In the near future, Redding said, the
vendor is planning to support devices running other operating
systems such as BlackBerry and Symbian.
"The ability to instantly and securely access a smartphone
benefits both sellers and users of these devices," said LogMeIn CEO
Michael Simon. "For carriers and support organizations, this will
significantly reduce the time and cost associated with supporting
increasingly complex devices. For users, it reduces the frustration
associated with the configuration and support of a handset that
they may otherwise give up on and return."
Manny Lloyd, founder of Geeks in a Flash, a Wilmington,
N.C.-based outsourced IT provider, said the ability to have remote
access to smartphones could save money for both his company and
clients. On the company side, Geeks in a Flash would typically send
a tech to a site to troubleshoot a device issue, or clients would
have to mail in a device and the tech would have to work on it and
send it back. Either way, shipping and travel costs would mount up,
and if a device was shipped, it could be days before it was
returned.
"Every time you have to turn on a vehicle it costs money," Lloyd
said. "The people who use these devices are in the field and can't
afford to be without them. For one of my guys to remotely connect
to a smartphone and fix it, you're redefining the support
industry."
Lloyd said Geeks in a Flash uses LogMeIn for remote support of
servers, PCs and notebooks. Adding Mobile Rescue to the lineup will
round out the company's support offerings.
"This will extend our reach further than we can even imagine,"
he said. "And it'll reduce expense and improve productivity."