Browser-based, real time support solution is fully interactive and provides faster problem resolution - effectively a support engineer on call immediately
The latest productivity enhancement from QSI, which describes itself as probably the most innovative of all the Lims providers, is internet-based support via WebEx.
Unlike traditional modem-based on-line support, which can be slow, unreliable, and requires dedicated communications resources, using WebEx offers a browser-based, real time support solution that is fully interactive and provides faster problem resolution - effectively a support engineer on call immediately.
Files and applications can readily be exchanged between user and engineer - invaluable for tracking down bugs and those obscure problems that obstinately refuse to materialise on the supplier's copy of the system! The engineer can take control of the user's system or the customer can run applications for the engineer to view and diagnose problems.
In such situations security is obviously paramount, and the service works with existing firewall technology, enforces password protection and offers encryption to protect sensitive data.
The speed of interaction also facilitates training operations and the demonstration or implementation of software upgrades.
Provided a user has access to a standard Windows browser, setting up the service takes only a couple of minutes.
