Benefits of Remote Services for ECM Support

Would you land a plane in dense fog without radar?   Probably not, so why can it be difficult to get support representatives of  major software manufactures to dial in and assess critical business ECM servers to aid with troubleshooting?  I recently worked with a large ECM company that told me “Before that occurs ( dialing in ) … the customer needs to have the understanding that all we would be doing is observing the issue and that no troubleshooting or resolution recommendations would occur”.

What kind of a response it that!  I literally thought it was a joke.  I brought this to the attention of the technician’s manager and he agreed with his staff and said to me that in some occasions a remote session is the very first request (and occasionally only info) in new service requests.  He went on to tell me that occasionally something like – “my system isn’t working start a web session so I can show you”.   is frustrating for them because it is easy to get trapped into a complete unknown situation with no measurable exit strategy.  This can turn a quick 30 minute dial up session into an all day ordeal burning multiple resources at the expense of their other customer’s Service Request”.  So, they don’t want to help you because it may take up too much time?

Dumbfounded I went back to the support technician for more clues to this odd adaptation of quality customer support:

“To answer your question, it is not a joke. Since we do not know the cause of the issue we cannot state what the customer should do regarding resolution or troubleshooting. Therefore remote access is not going to accomplish anything outside of observing the customer system and possibly gathering new information. We often experience remote access sessions where the customer had the false expectation that just because we have remotely accessed the system we have an intimate knowledge of exactly what is causing the issue when in fact we are simply trying to discern the nature of the issue. The customer is then quite upset that we did not fix the reported issue. To avoid disappointment for the customer I felt it was of value to set an expectation of what the remote session would accomplish.”

This is a very experienced and knowledgeable technician who has already confirmed the validity of the issue and should be helping us figure out the solution to very complex problems by using all the tools available.  As the manager of the ImageSource Support Department there was no way that I was going to have a conversation with the client to tell them that I had a specialist on the line who has no intention of troubleshooting or coming up with possible resolution recommendations.

At ImageSource, It is our philosophy that we dial into a system because we don’t have an intimate knowledge of what’s causing the issue. If you had “intimate knowledge of exactly what is causing the issue” you would have no practical need to take a look.   We at ImageSource understand the value of getting in and taking a firsthand look to confirm the actual facts and maintain momentum to solve problems.  We believe that it is impossible to get the level of good data required to close service request and garner the benefits of informative research without truly understanding the environment. You know the adage… I picture is worth a thousand words.

Leigh Woody
Program Manager