Mobile devices are the life force of many organizations across multiple industries, connecting employees and customers to business-critical information and processes. When they stop working, businesses grind to a halt, resulting in frustrated customers, financial losses and life-threatening situations.
In response, companies are adopting remote access solutions, which help them quickly and efficiently manage device issues. In this blog, we’ll look at incident management with remote access software and some of the key factors that will shape its future.
The Need for Effective Incident Management Software
In today’s fast-paced, hyper-connected world, organizations rely on their mobile device fleets to keep operations moving smoothly. Transport companies need their drivers’ devices to be connected and powered up to ensure their cargo arrives on time. Paramedics need reliable devices to access real-time data that can help them attend to emergency situations and save lives.
Unfortunately, mobile devices don’t always perform the way organizations need them to. Batteries run out of power, network connections are interrupted, devices get dropped and damaged, and cameras and other components fail. Research from our 2024 Emergency Service report shows that 34% of emergency service teams experienced delays accessing digital records due to device and app issues.
These are just a few of the many incidents that can negatively impact devices and lead to device and operational downtime.
While the majority of organizations face such issues, it’s the ones that manage these incidents quickly and efficiently that prevail over those that rely on slower troubleshooting methods.
Let’s examine what incident management enterprise software looks like today and the numerous benefits it offers.
Remote Access Solutions
A key aspect of an efficient incident management process is remote access technology. This software allows administrators to virtually take control of a problematic device and fix it remotely, no matter where they are.
Examples of remote access capabilities include:
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Real-time remote control of devices to understand and fix problems
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Uploading and downloading device files and folders
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Interacting with front-line workers through text, voice and video chat
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Ability to draw/whiteboard on remote device screens to illustrate solutions to the end user
Benefits of Remote Access with Incident Response
Integrating remote access capabilities with incident response tools offers companies many benefits, including:
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Quicker Issue Resolution: With remote access solutions, technicians back at the office can diagnose and fix issues right on the spot. They can also download log files and other remote diagnostics data to share with IT personnel to find a solution, which can then be communicated to the employee to resolve the issue.
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Improved Collaboration: Communication between administrators and device users happens in real time via video, audio or text. This variety allows teams to use the method that works best for them, resulting in a smoother exchange of information.
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Reduced Downtime: When incidents are resolved quickly, downtime is minimized. That means work can continue as scheduled and the worries of significant financial impacts are reduced.
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The Future of Incident Management
While today’s mobile environment continues to increase in complexity, incident management continually evolves to meet these challenges. Let’s look at a few factors that might influence the future of incident management and remote access solutions.
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Artificial Intelligence (AI): AI can recognize common patterns in processes and user behaviors, allowing for learned behaviors to become part of the incident response process. This can speed up response times and help get employees working again, keeping the financial ramifications of downtime to a minimum.
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5G Networks: As high-speed networks evolve, remote control connections will get faster and more stable, facilitating quicker issue resolution.
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Automation: Imagine if corrective actions could be applied to malfunctioning devices as soon as they occur, or even before they occur. That’s the promise of automation, whereby software automatically identifies incidents and fixes them, leaving admins free to do other work.
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Edge Computing: This concept is all about processing data closer to where it is generated rather than relying solely on a centralized data center. For companies using remote access software, edge computing reduces latency, improves performance and supports real-time applications.
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Security: Emerging technologies will bolster the security of mobile devices, reducing the risks posed by bots, malware and other threats. Some of these solutions include automated incident response, biometric authentication and context-aware security.
Want to learn more about how companies are leveraging technologies like remote access software? Check out this report.
