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?Continue reading