A recent Service and Support Professional Association News poll said 42 percent of service organizations planned to invest in proactive support technologies in 2008.
What is proactive support?
“For a support organization, it means having your best support engineer at every customer site,” says Nimmy Reichenberg, vice president of marketing for NextNine. The company, with headquarters in Tel Aviv and New York, provides software that gets embedded in automation and control software, for example, to enable proactive detection and self-healing of problems. It has healthcare, telecom, and manufacturing company support organizations as customers.
NextNine’s Virtual Support Engineer is agentless Java software that securely resides at the customer site. It’s an automated service that does data collection, real time diagnosis, and command execution. It can generate proactive alerts based on equipment or process symptoms and securely send them to remote support engineers for additional action.
Source: Control Engineering