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Customer
SUPPORT
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Customer Service Request
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Larimore Help Desk
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Remote Demonstrations
Customer Service Request (CSR)
Larimore has moved from paper to
OnTime®,
an online tracking system, for our CRS process - enabling us to more
efficiently respond to requests for maintenance service,
changes,
or
enhancements.
· Notification
emails can be sent
with every status update
· Departments are able to view
all of
their submitted CSR’s,
and
perform a search or sort
· When Larimore receives a CSR
from a customer, we categorize
view screenshot
the
request
into one of the
following categories:
٠ Critical Problem
٠ Non-Critical
Problem
٠ Change
Request/Change Order/No Cost
٠ Change
Request/Change Order/Cost
٠ Clarification/Information
٠ Future
Modification
· While
problems are addressed first, Larimore also addresses
all requests for changes in order to provide
systems that work
for our customers
· Though
a change does not indicate a problem in the system,
we understand that certain changes may
make all the
difference in the world regarding operational flow and provide
much
needed efficiency improvements
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Larimore Help Desk
As a part of maintenance, customers can utilize
LA_Helpdesk
- a one on one help session with either a Larimore technical
facilitator or software developer, depending on the situation.
What is LA_Helpdesk?
LA_Helpdesk is a mini (166k) remote desktop
application that can be customized and preconfigured for
download by a customer. LA_Helpdesk does not require
installation and does not make use of the registry. The customer
only has to download a small executable then click to make a
connection. The connection is initiated by the server, to allow
easy access thru the customer's firewall.
Why LA_Helpdesk?
· Size: UltraVNC is about 650k while LA_Helpdesk
is only 166k
· LA_Helpdesk can only do a reverse connection,
as opposed to a
standard server which can listen to viewer
connections
· LA_Helpdesk can NOT be run as a service; no
logon or
Ctrl-Alt-Del is supported
· LA_Helpdesk can only do File Transfers
· LA_Helpdesk does not use registry settings or
passwords;
settings are preconfigured, passwords are not
needed for an
outgoing connection
How secure is
LA_Helpdesk?
· The LA_Helpdesk connection is voluntarily
initiated by the
customer; his desktop can then be shared with
Larimore personnel
· Uses 128bit RC4 stream encryption
· The server can only connect to the IP address
you have
predefined
· No incoming connections, no unattended service
connection
· LA_Helpdesk automatically and systematically
uninstalls when
the connection is closed
How do I get
LA_Helpdesk?
· Download
LA_Helpdesk.exe
· Contact Larimore to set up the connection
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Remote Demonstrations
Larimore also offers
Linktivity®,
a web program that facilitates training and sales by offering the
ability to set a scheduled “online meeting” with the customer.
·
Both locations connect to Larimore’s server in order to view
the
same
application at the same time.
·
This helpful tool can be used to remotely demonstrate
Larimore’s
software for additional training or can be used for
product sales
demos.
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