LogMeIn is bringing its Rescue remote control helpdesk tool to smartphones. The move will enable technicians to solve user problems much faster and more easily than with current mobile management software, the company said.
Like its PC counterpart, LogMeIn Rescue Mobile (LRM) lets a technician remotely control a smartphone, allowing them to change settings or update the handset software. They can even see a replica of the remote device on their computer screen, right down to a working keypad and display.
The tool is aimed both at mobile carriers and enterprise IT departments, which are increasingly having to troubleshoot mobile devices. “Research shows enterprise IT guys are being asked more and more to solve executives’ smartphone problems – they are getting dragged more into supporting them,” said LogMeIn vice-president of business development Rick Redding.
But many mobile problems often lie with the user’s PC, such as difficulties synchronising the PC with the phone. To help deal with this, LRM can let a technician remote control the PC at the same time as the handset.
“This is a bit of a breakthrough – it can help IT departments to really identify where a problem is and solve it,” said Redding.
Available now in a preview version for Windows Mobile smartphones, LRM is set for full release in time for the CTIA Wireless show in October. The company plans to support Symbian and RIM BlackBerry devices in 2008.
The tool works in a similar fashion to the PC version. A technician directs the user to download a small executable from a web site. Once run, this allows the technician to remotely link up with the device and fix the problem.
Because it is built as a helpdesk tool, LRM enables a technician to escalate a session to a more senior colleague without losing the user. This capability is entirely lacking in current mobile management tools, according to Redding.
Licensing has yet to be finalised, but LRM is expected to cost slightly more than LogMeIn Rescue, the company said.
