There is a big difference in using remote service technology as a support tool versus a value creation platform. Most equipment companies see remote service as only addressing the break/fix needs of the support group.
It is an uninformed and shortsighted point of view. That is, unless you are only interested in having the equivalent of [...]

I call these “Smart Service” offerings because they have a achieved a level of maturity in the market where they are tightly integrated with the products and services the equipment owner is selling to their end customer. They are successfully contributing to revenue growth.
See the remote service FAQ for more on the difference between Smart [...]

One of the most peculiar behaviors I have witnessed inside a product manufacturer has been the relationship between the support/service organization and the product development group. The relationship defines insanity.
I witness this repeatedly. Larry, the support manager, feels the pressure of maintaining warranty performance on the products he supports. Every so often, the support [...]