Scribd
Upload
95 views

Presented By:-: Shivani Chopra Mcom 2 Sem Roll No. 20

Remote service involves providing value-added services and solutions to customers remotely using technology. It aims to increase customer satisfaction and intimacy while reducing service costs. Companies should consider whether remote service could differentiate their products, provide value to customers through increased uptime and lower costs, and whether customers would benefit. Remote service software allows manufacturers to monitor, access, and repair products remotely in a secure manner to improve uptime and performance while reducing costs. It requires continuous monitoring and secure connections to customer systems and data.

Uploaded by

Yogita Bansal
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
95 views

Presented By:-: Shivani Chopra Mcom 2 Sem Roll No. 20

Remote service involves providing value-added services and solutions to customers remotely using technology. It aims to increase customer satisfaction and intimacy while reducing service costs. Companies should consider whether remote service could differentiate their products, provide value to customers through increased uptime and lower costs, and whether customers would benefit. Remote service software allows manufacturers to monitor, access, and repair products remotely in a secure manner to improve uptime and performance while reducing costs. It requires continuous monitoring and secure connections to customer systems and data.

Uploaded by

Yogita Bansal
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
You are on page 1/ 20

Presented By:SHIVANI CHOPRA Mcom 2nd Sem Roll no.

20

INTRODUCTION
Remote Service is about providing value added services and being more solution focused towards your customer. It is the extended part or marketing of REMOTE SUPPORT.

What is Remote Support ?


Remote service is keeping the product running as its advertised. The Remote Technology used in both the service and support is similar. Implementation of this technology in remote servicing program and remote support program are different.

Remote servicing should be explored if a company is interested in


Increasing the customer satisfaction level of intimacy with customers
reducing service costs increasing service revenue.

Certain things a company should keep in mind before going for REMOTE SERVICING:
Would

the product company sell will be better differentiated if remote service is the feature of the product
Would my customer see value in higher uptime Do the customers spend significant amount of money in maintaining the systems themselves

Benefit to customers
Increased uptime and productivity of the products they purchased from you Lower total cost of ownership of the products they purchased from you Reduced operating costs through outsourcing a portion of their operations to you

Remote Service Software


Remote Service Software is used by equipment manufacturers to remotely monitor, access and repair products in use at customer sites

Its a secure, auditable gateway for service teams to troubleshoot problems, perform proactive maintenance, assist with user operations and monitor performance.
This technology is typically implemented in missioncritical environments like hospitals or IT data centers.

Benefits
Increases uptime, improve performance and extend the life of a device

Control service costs by fixing the equipment on one time visit


Streamline administration of pay-per-use models, with automated usage monitoring . Focus highly trained service teams on preventative maintenance, by diagnosing and repairing issues before they cause system failure Increase customer satisfaction and loyalty

Key characteristics of remote service software


Proactive: Remote monitoring of devices in use allows service teams to detect
potential issues before they escalate, degrade performance or cause a system failure .This early warning system is a key component to issue avoidance and ability to meet more stringent key performance indicators.(KPIs). Once an issue detected, service professionals can use remote service technology gateways to resolve issues.

Secure: Secure access is a core consideration of remote service.


Solutions should adhere to compliance guidelines and protect the remote connection between the manufacturer and the customer ensuring that no data has been stolen and no outsiders have been granted access.

Other names for remote service software


IDM: Intelligent device Management

SSM: Strategic Service Management


RDM: Remote Device Management

Technology Required
A continuous, [near] real-time connection that your customers accept as secure and minimally burdensome is the starting point for Smart Service.

Once the communication pipeline is in place, you will need an event-driven management platform that can handle monitoring your customer population. Depending on your specific initiative, you may need to integrate the event driven platform into your CRM system and/or your financial system There may be an element of your service offering that gives your customer visibility into information that is derived from continuous monitoring A customer facing portal is required that provides your customers a personalized view into this information.

Security and Privacy


There is a need to have security and privacy concepts and security technology that relate to modern data security and data privacy regulations. Risk assessment and risk mitigation are explicitly mentioned in the US regulations and these are going to be conducted in many other countries also.

Regardless of whether the servicing staff is present at the location or not in a Remote service centre, but the same level of security and privacy is required and can be realized
Although the general goals for data security and privacy availability, confidentiality and integrity are unchanged but the measures to be taken to realize them differs when performing remote servicing

Cont.
The same level of security safeguards should be applied in all cases to meet legislative mandates, establish a vendorcustomer trust relationship, and simplify the service interface
Establishing the Connection
Access to Systems Requiring Remote Service Log Files Secure Data Transfer Organizational Policies and Procedures

Establishing the Connection


The basic need is to insure the satisfaction of one who is accessing the equipment. The customer should first identify and then authenticates the claimed identity of the remote service centre (RSC) that is attempting to connect with the customers equipment before access is granted to its facilities, its network, or the vendor system

Cont.
There is no need to individually identify and authenticate RSC service technicians because they would already have been identified and authenticated by vendor IT at the RSC. This approach avoids the need for each of the servicing facility to maintain lists of authorized service technicians from each of their vendors

Access to Systems Requiring Remote Service


After the RSC is authenticated at its single access point, only specific addresses and protocols (such as ftp, http, https) required by the particular vendor would be authorized for use. In this way RSC service technicians could connect only to specific system. This can control and provides the RSC only with the access rights necessary to perform approved tasks. An additional authentication procedure via RSC-ID and password should be implemented at the vendor system that is being serviced. It will enable another level of authorization and accountab ility.

Log Files
Log files of all security-relevant activity during each RSC session must be created, stored and protected

Separate log files should be created and maintained at: Department level.
RSC level Vendor system being serviced.

Secure Data Transfer


There are two ways to provide the required protection: physical protection of the communication channel itself or encryption of the data If communication lines cannot be protected by physical means, then many encryption technologies, e.g.,VPN, IP-Sec, SSL, application-level encryption, are available to protect data confidentiality and integrity. The encryption technique chosen must be adequate to protect against known and anticipated threats.

Organizational Policies and Procedures


Performing authorized remote servicing can result in the intentional or accidental download. Its the responsibility of operator to protect the confidentiality and do not compromise with it. It will be necessary, therefore, to prepare specific privacypreserving policies and procedures to be developed, implemented, enforced and maintained by RSCs

CONCLUSION
So we can say that marketing is vital to the remote service initiative because it requires a change in the way a companys costumer view service. It also changes how an organization itself thinks about their products and services. An organization should determine where remote service sits on the priority list. They should analyze and then start for remote servicing ..

You might also like