Is Technology Shrinking the Business World?

Posted by Lauren Bailey on Fri, Aug 29, 2014

Technology will constantly change the working world, but is it starting to shrink it? Think of what the business setting used to be like 20 years ago. In-person meetings were essential and also traveling to meet with clients. Land lines were one of the only hopes of communicating, and if you were out of the office, it was almost impossible to connect with coworkers and clients until you returned. Ten years later we see cell phones and email revolutionize the business world and create mobile ability for companies. But now we have come even farther than that.

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Tags: remote service, remote video support, advancement, technology, video chat

What Would You do with 22.6 Million Extra Minutes Today?

Posted by Drew Deaton on Mon, Jul 28, 2014

So as I was flying back from a lovely weekend with extended family in Maryland, I had the opportunity to think about all the time I spend in airline security lines. In fact, after missing my first flight, I learned 1 hour is not enough at Baltimore Washington International (BWI).  I also had a large amount of time to ponder the subject, sign up for the Global Entry program (which includes TSA pre-check), and test our new version of Lime (limeapp.me).  I sure hope I pass my interview for Global Entry in late August!  I can’t even imagine the line for the re-test.

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Tags: remote support, remote service, remote video support, remote service and support, mobile video, mobile field service, TSA, tips

Mobile Field Service: The State of the Art is Changing (Rapidly)

Posted by Richard Baugh on Thu, Mar 13, 2014

“Look at the back of the panel…Okay now do you see the second blue wire from the left?…Okay now plug that into the third jack from the bottom…”  

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Tags: mobile video for field service, augmented reality, remote support, virtual interaction, remote service, remote video support, remote service and support, strategy, mobile video, field service, mobile field service

Augmented Reality Connects Surgeons in Birmingham to El Salvador

Posted by Richard Baugh on Fri, Jan 24, 2014

People often wonder when we will have modern technology capable of giving doctors the chance to interact and aid underprivileged people in developing countries.  With the help of augmented reality that day has arrived.  Surgeons with the Global Smile Foundation preformed an amazing international surgery this week with the aid of augmented reality and Google Glass.  This cutting edge technology allowed a surgeon in Birmingham, Alabama to collaborate with surgeons in El Salvador to correct an infant patient's lip defect.  The instant connection allowed Dr. Raj Vyas to virtually interact and assist surgeons with the Global Smile Foundation in the operating room in El Salvador, in real time.

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Tags: google glass, augmented reality, virtual interaction, collaboration, remote service, remote video support, mobile field service

Remote Mobile Support: The Future of Service Repairs

Posted by Richard Baugh on Tue, Jan 21, 2014

In today’s world, service businesses are looking to improve their rate of successful repairs.  Repairing things correctly the first time, and avoiding repeat visits is known as  "first time fixed rate".  Therefor finding the key to making the repair only once lowers both labor costs and expense. 

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Tags: mobile video for field service, augmented reality, virtual interaction, remote service, remote video support, remote service and support, field service, mobile field service

Is Remote Support For You? 6 Litmus Tests

Posted by Matt May on Tue, Oct 15, 2013

Over the last several years, we’ve been able to see many different companies integrate remote support into their business. But, something really important that we’ve learned is that remote support isn’t for everyone. Along the way, we’ve identified six criteria that can help predict whether remote support will be beneficial for your organization:

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Tags: remote support, remote service, strategy

5 Reasons Remote Service is a Trend Worth Watching

Posted by Matt May on Mon, Oct 07, 2013

The need to stay current with new technologies that create efficiencies has always been a priority for the field service manager, but that fact may be true now more than ever. Whether it’s mobile devices, the Cloud, data security, or the rise of real-time video, the dramatic changes in technology are impacting how field service businesses can provide service. With the development of remote service, businesses that traditionally have had to support their product with on-site personnel are leveraging new methods that are more cost-effective, and potentially allow more rapid, effective service.

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Tags: remote service, remote service and support

Google’s Bet on the Future of Remote Service and Support

Posted by Matt May on Tue, Oct 01, 2013

For years, companies like Siemens, GE, and NextNine have offered remote service software allowing remote diagnosis and product support. In 2012, IMS Research estimated the remote monitoring market alone was worth $29 billion. In the desktop PC market, many companies offer a remote desktop capability, which gives a remote software specialist the ability to “take control” of your computer and assist with issues in real-time. Imagine someone on the other side of the world controlling your mouse cursor and installing programs to fix your ailing PC.

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Tags: google, remote service, google helpouts, remote service and support

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