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Advanced Tools Streamline PC Management Tasks and
Significantly Impact Customer Satisfaction.
The advanced manageability and security features of Intel vPro
technology allow Internet Contrasts to significantly streamline
a number of key PC management tasks within their existing
management console software. This both reduces their cost and
helps eliminate downtime and interruptions for PC users.
“If I have to send a tech to Austin, Texas, he’s staring at the
windshield for half a day,” says Zumwalt. “It costs $85 an hour to
send a technician out and that’s not counting lost opportunity,
that’s just the labor cost. Plus our customers are waiting for
resolution time, too, and vPro helps speed resolution. The impact to
customer satisfaction is significant.”
Remote Remediation of OS Problems Decreases Repair
Times by 66%.
Today’s Intel vPro technology-based PCs include KVM Remote
Control, a unique hardware-based KVM capability built directly into
the PC. Like software-based KVM tools, it allows technicians to
remotely control the keyboard, video, and mouse on a customer’s
PC. But unlike software-based KVM tools, KVM Remote Control
connects easily, maintains the connection through reboot cycles,
and gives the technician a “full GUI” view of the PC they are working
on.
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“Being able to work on a blue screen system without having
to go onsite or have the customer ship us the system is another
benefit to vPro,” says Zumwalt. “Customers have near-instant
gratification because they have the perception that their problem
is being urgently worked on,” Zumwalt continues, “and my techs are
happy because they are in the office, have two screens going at
once, and can multitask. They’re IT guys—they want to have their
brains stimulated all day long. Being able to solve two problems at
once, and also come up with other solutions, does that for them.”
Remote Diagnosis of Hardware Problems Cuts Repair
Times by 88%.
With Intel vPro technology-based PCs, Internet Contrasts is able
to remotely power up a PC to run diagnostics and determine what
part needs replacing. “This is huge for us,” Zumwalt says. “It lets us
avoid playing charades over the phone with a customer as they try
to describe what their system is doing—especially if the system is
not giving a true error code.” For typical hardware problems, Intel
vPro technology cuts Internet Contrasts’ average repair time by 88
percent. “If a customer calls first thing in the morning, we can lose
an entire day because if we are unable to diagnose the problem and
order the part from the manufacturer by 3:00 p.m., we can’t get
them back up until the next day. vPro saves us at least a day, but
often more,” says Zumwalt. And the ability to remotely diagnose
problems means that Zumwalt and his team increase their own
productivity and margins, as well. “We aren’t wasting time waiting
on hold, or under someone’s desk crawling around old Cheetos only
to find that a cable has been unplugged. My guys can focus on what
they’re good at—which is coming up with solutions.” He continues,
“Our customers also like vPro because if they have to ship a system
to us, it’s $100 each way, and this affects both their bottom line
and their productivity.”
LABTECH REMOTE MONITORING AND
MANAGEMENT (RMM) SOLUTION
LabTech is the only RMM solution developed from the
ground up by managed services providers for managed
services providers. If you can think of a task or process,
LabTech can automate it. LabTech’s robust functionality can
increase technicians’ efciency through the automation of
routine maintenance tasks as well as the development of
preventative measures using powerful monitors and scripts.
COMPREHENSIVE REMOTE MANAGEMENT
CAPABILITIES THAT IMPROVE AND EXTEND
YOUR SERVICES OFFERING
LabTech is now taking advantage of powerful new
remote capabilities that are built into PCs with Intel
vPro technology. These new tools signicantly improve
down-the-wire services with remote power-up capability,
proactive alerting, and persistent asset and conguration
information.
DELIVER SERVICE AFTER HOURS TO DECREASE
CUSTOMER INTERRUPTIONS AND INCREASE
YOUR UTILIZATION
Because you can remotely power up, power down, and
reset PCs with Intel vPro technology, you can shift more
work to off hours when it won’t interfere with customer
productivity. These functions include patch management
using LabTech’s powerful Patch Manager*, software
updates, virus scans, backups, and asset inventories.
IMPROVED MONITORING AND ALERTING THAT CAN
PREVENT PROBLEMS
The LabTech plus Intel vPro technology solution takes
advantage of new alert templates to set alerts, create
tickets, or establish auto-x script actions for faster, less
costly remediations—often before the customer knows
there’s a problem. After-hours NOC alerts can be sent to a
remote NOC team or designated technician.
“With vPro we aren’t wasting time waiting on hold, or under
someone’s desk crawling around old Cheetos only to find
that a cable has been unplugged. My guys can focus on
what they’re good at—which is coming up with solutions.”
— Brandon Zumwalt, President,
Internet Contrasts