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SAP Business One User Training via Remote Support Web Session and Phone Conference

Small Business ERP remote support is a natural way to crack down high consulting cost associated with local travel and time in transit.

Modern web sessions such as Gotomeeting are very cheap for subscribers and they imitate virtual connection to user computer with sharing keyboard and mouse

Modern small business ERP consulting is experiencing technical support workforce consolidation in so-called call centers and software development factories.  It is natural to expect basic implementation to be performed by local consulting firm and the second phase where you are expecting custom programming, integration or reporting to be implemented you might consider to do via nationwide remote support partner.  Let’s review how does web session work and what are possible advantages and minuses.  Please note that this paper is not intended to be technology oriented it is rather the collection of highlights and FAQ:

1. Remote Technical Support or why do I need dedicated consulting firm?  It is possible to get direct support from SAP itself however when you are doing projects then dedicated consulting team is recommended.  There is difference between technical support case and modification project.  ERP vendor direct support is typically remote however customization projects could be done either remote or locally.  Let’s take a look at the differences

2. Remote User Training and Support allows you to avoid travelling mileage and time associated surcharges.  Also the potential advantage is timing as technically service could be performed immediately via web session

3. Some disadvantages to consider.  Of course you do not have the option to invite your remote consultant to the nearby restaurant and shake his or her hands.  Also if your internet connection is really poor then web session and VOIP quality might be also not acceptable.  Remote technician also doesn’t have the option to replace your computer hardware or something like network card in it

4. How does web session work?  Modern technologies such as Citrix allow you to get your consultant connected over the internet directly to your computer and you can share keyboard and mice with the professional.  Web session is perfect for executive demo or web presentation as well.  However when you worked out through proposals step there is no need in web presentation as consultants have other ways to connect to your server

5. Citrix Presentation Server.  This technology allows you to have remote users connected to your Corporate ERP application over the internet.  There is no restriction and such remote offices located as far as in China, India or Europe should have perfect connection to your Citrix application server if they have moderate internet bandwidth.  And of course technical consultant might use the same channel to do the job

6. The alternative to Citrix or VPN connection and Remote Desktop.  Citrix is not free and it requires IT support to maintain the presentation server.  In contrast Virtual Private Network or VPN in abbreviation could be enabled at no cost.  Generic Windows Server license allows two concurrent connections to the server via RDC.  If you need more then you have to purchase Microsoft Terminal Server license

7. Please call us 1-866-304-3265, 1-269-605-4904 (for international customers, where our representatives pick up the phone in Naperville, IL and St. Joseph, MI call centers).  We have local presence in Atlanta, Chicago, Southern California, South West Michigan, Houston and Dallas areas of Texas. We serve customers USA, Canada, Mexico and Brazil nationwide and internationally via web sessions and phone conferences (Skype is welcomed). Our consultants speak English, Spanish, PortugueseFree Articles, Russian and Chinese.  One of our experiences is international Corporate ERP and Consolidated Financial reporting

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Andrew Karasev is SAP Business One consultant and Great Plains Certified Master, MVP, MCSE and MSDBA, 1-866-304-3265, 1-269-605-4904. He is also the initiator of eFaru project and founder of Alba Spectrum information space

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