Access your Pro+ Content below.
Sears speeds up appliance repairs with GoToAssist Seeit mobile app
This article is part of the Access issue of April 2017, Vol. 1, No.2
The IT pro: Tim Adkisson is director of product engineering at Sears Home Services. Tim Adkisson The problem: Sears' 6,000 field service technicians fix appliances at customers' homes. Sometimes, they encounter unfamiliar problems or don't have the expertise to repair niche products. In these cases, field workers can call specially trained master technicians to get additional help. But a phone call didn't always do the trick; Sears wanted technicians to share and interact with more visual data. "We needed a better medium to transmit incredibly complex information back and forth," Adkisson said. The strategy: Sears deployed GoToAssist Seeit -- a Citrix product that is now part of LogMeIn -- on the call center's PCs and the field technicians' corporate-issued Apple iPhones. GoToAssist Seeit allows the two sides to video chat, send texts and share images that help master technicians provide step-by-step instructions on how to do repairs. Field technicians can even draw directly on photos of appliances to point out problems. A ...
Access this PRO+ Content for Free!
By submitting your personal information, you agree that TechTarget and its partners may contact you regarding relevant content, products and special offers.
Features in this issue
Sears Home Services needed to find a better way for its technicians to collaborate on complex repairs. GoToAssist Seeit has boosted worker productivity and customer service.
Slack Enterprise Grid puts the emphasis on large organizations by giving IT a central location to deploy and customize settings for multiple teams at once.
EMM configurations can help safeguard the enterprise from attacks, but mobile threat detection tools take a different approach to actively pinpoint security issues.
Mobile technology has changed the business world forever. Four IT pros discuss how it's informed their work and personal lives today and will continue to do so in the future.
News in this issue
Web apps, virtualization and desktop as a service are just a few of the application delivery methods IT can choose. Admins should stay flexible when sorting through the options.
Columns in this issue
IT admins have to decide between delivering full virtual desktops or virtual apps. Once they decide that, there's still the question of choosing on-premises or cloud-based.
Mobile users demand data access anytime, anywhere, and organizations are pressed to provide it. Don't forget about the third-party systems that allow this access in the first place.