LogMeIn's management software could help IT administrators better understand problems mobile phone users are trying to describe and more easily show them how to correct the issue.
The software, which LogMeIn showed off in San Francisco at the CTIA conference, can be used by IT administrators or by an operator's customer service representative to remotely control a user's phone in order to troubleshoot problems or show a phone user how to set up features.
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So far, LogMeIn supports certain models of Windows Mobile, BlackBerry and Symbian phones.
An IT administrator can begin helping a phone user by logging into the LogMeIn browser-based management console. Provided that the phone has a small application installed, the administrator will see a simulated version of the phone in the console. The administrator can preload the applet onto all workers' phones or send the user an SMS message with the application.
The IT administrator can remotely control the phone through the simulated version, showing the user how to navigate through menus and choose settings, for example. The administrator can also remotely reboot the phone and troubleshoot the source of other issues.
The administrator can also set up an instant message session with the phone to discuss the problem with the user.
LogMeIn can be used to manage PCs and Macintosh computers in addition to mobile phones, which can be useful depending on the user problem. "A synching problem might not be with the phone," said Carol Meyers, chief marketing officer for LogMeIn.
LogMeIn is priced on a per technician basis starting at $1,188.