PC Remote Maintenance System

Solution description

PC services is a dynamic and continuous activity that span the entire PC lifecycle, in addition to regular system and software application updates, it entails meeting the constantly changing users' expectation for support over time, and these needs are not met by static legacy support structures currently deployed by OEM and their channels, resulting in diminishing customer satisfaction, and along with it, diminishing customer loyalty. The inherited inefficiency of legacy support approach is further compounded by its inability to efficiently keep pace with increasingly complex issues introduce by equally increasingly complex software and OS environment. Under the circumstance, it is imperative an intelligent, cost effective and efficient support structure be implemented to meet the increasingly dynamic and complex service environment to sustain or improve customer satisfaction on an ongoing basis.

PC OEM's challenges

The complexity in servicing PCs on an ongoing basis in dynamic environments is described as follows:

The perpetual imperfection in software and OS determines that ongoing upgrade and maintenance services be a required activity throughout the usage cycle. (e.g. hardware driver upgrade, system patches upgrade etc) to ensure the stability of the PC operating environment. This is an issue not adequately addressed in conventional support structure.

Maintenance requirements for software and OS are not only dissimilar across different user environments, these requirements also change across time within the various environments. An automatic maintenance solution with the intelligence to identify and focus on high occurrence problems, and not ignoring new problem is a highly valuable proposition in addressing software and system issues in the described dynamic environment.

The increasingly complex OS environment has far exceeded the technical vocabulary of the average users to allow efficient description of problems to support personnel. A system that overcomes this obstacle to enable problem solving by support personnel in the first encounter will be invaluable to OEM as a costs saving device.

Solution

Although PC Self-Maintenance solution empowers users to resolve a broad spectrum of PC system and software issues without enlisting assistance from PC OEM, problems described above does not fall within that spectrum. These dynamic issues require the collaboration of user with the help of support personnel to overcome, and PC Remote Maintenance is specifically designed to establish this critical linkage of joint efforts, to ultimately increase efficiency in problem solving.

Provides unattended upgrades for software and OS through the Internet, e.g. auto downloading, installation and upgrade of hardware driver, OS patches to ensure ongoing wellbeing and safety of PC operation environment, reduce PC problems, that leads to better service quality and customer satisfaction.

Users are offered timely and the most efficient solution through providing auto problem specific rectification solution, such as unattended system and hardware driver optimization, and significantly improves ease of use, while from OEM’s point of view, improves customer support quality and significantly reduces support costs through enabling user self-reliance.

Remote assistant resolves user problems in the shortest time possible, improve support efficiency, elevate support personnel's confidence and capability and reduces OEM support operation costs.

Benefits of StarSoftComm PC Remote Maintenance solution to OEM:

Reduces OEM support operation costs through ongoing upgrade and maintenance service to ensure operation environment stability thus reducing PC operational problems.

Auto maintenance enables user self-reliant and increases ease of use that resulted in higher service quality.

Increases both depth and scope of problem solving capability through remote desktop assistant, and directly decreases support operation costs.

Please proceed to product details on StarCenter for more information on PC self-maintenance solution and related functions and technologies.