Remote Support introduced

Online tool enhances support for Patterson Dental Supply customers.

Jan 26th, 2006

ST. PAUL, Minn. — Patterson Dental Supply, Inc. has introduced Remote Support, an online tool allowing Patterson technology customers to share their desktop with a Patterson support specialist for live support.

Powered by WebEx, Remote Support enables customers to troubleshoot, send and receive files, or go through step-by-step training with a Patterson support specialist.

During a Remote Support session, the Patterson support specialist can annotate and highlight information on the customer's screen, view the hard drive to ensure the customer has enough random access memory (RAM) to support the software, or confirm the software has been installed properly.

"Remote Support is an excellent training tool because the support specialist can physically see the problem, making it easier to direct the customer to specific functions and walk them through a solution on-screen," says Patterson Technology Center National Support Manager Jeremy Stroud. "This allows us to provide efficient, comprehensive support for our customers with one simple phone call."

Product testing has shown that Remote Support has the capability to reduce customer service call times by as much as 25 percent and increase single-call resolution by as much as 50 percent.

Additionally, Remote Support utilizes a secure Internet connection that meets the Health Insurance Portability and Accountability Act (HIPAA) standards for secure file sharing.

Remote Support is available to Patterson EagleSoft, Patterson hardware, Schick digital X-ray, eMagine and CEREC customers Monday through Thursday from 7 a.m. to 7 p.m. CST and Friday from 7 a.m. to 6 p.m. CST.

For more information about Remote Support, call the support team at the Patterson Technology Center at (800) 475-5036 or contact a local Patterson Technology Representative.

More in Software