At Compaq s services unit, Greco said that one key application could be filed under the category of Computer maker, heal thyself or at least, heal thy users. Compaq bundles a customized Carbon Copy client on each PC it sells, he said. The software is used by the company s tech support center to reach customers who are having technical difficulties. The company achieves a 98 percent first-call completion rate, Greco said. Compaq s experience with remote access software that is used to solve technical hassles also has implications for other organizations, he said.
Remote support is the next breath of fresh air for remote access software.
This technology has been around for a dozen years now, but the whole notion of remote support is really starting to catch fire. Organizations are able to attach a return on investment to the remote support application, he said. Remote support has very tangible benefits that organizations can measure. Complicating the remote access situation are Internet firewalls and virtual private networks, which are growing in popularity among large organizations. A firewall protects people inside a corporate network, he said.