My experiences while working with Remote Incident Manager have been wonderful.

As a Technical Support Agent for Computers For The Blind I handle as many as 15-20 calls in a day. Most if not all calls require me to remotely connect to a client’s computer.

Previously, our tech support service was done through the use of JAWS Tandem and TeamViewer.

Since the beta cycle of Remote Incident Manager and the subsequent purchase of a single license by CFTB, I have incorporated this tool daily in my providing high level support to all of our clients.

I have found the process for installation on the client’s computer both for internal and external support to be seamless.

Remote Incident Manager allows my experience to mirror exactly what the user is encountering which in turn allows me to diagnose, resolve and provide the client of CFTB to continue on with their day without needing to soak up a large chunk of time resolving a technical issue with their computer.

The ability to reboot the client’s computer without any trouble, using the built-in voice interaction feature to chat with the customer in case a phone call drops and the overall RIM experience being simple and easy makes this program a must have in the toolbox of a Tech Support agent.

The interface on both the Technician and Client side for connecting is very accessible and straightforward. I am glad to read that you will be giving clients the ability to begin the connection process via a key word as this will make it far easier for a number of our customers which is the primary purpose of us using RIM. The audio from music and other sounds emanating from the client machine is of a very good standard indeed given it is a remote connection. The responsiveness even with JAWS running is absolutely incredible. I was able to get around the remote machine at a fair lick, and it really is excellent.

I have been working as a Support Analyst supporting students in higher education for over 10 years. I was always envious of my sighted colleagues who were able to jump on a students computer, see exactly what the problem was and quickly fix it for them. I have tried many different products in hopes that one of them would give me equal access. As of this writing, there is only one. Remote Incident Manager.
When I first learned about RIM, I was super excited of the doors that this would open for a support person who happens to be blind. What I wasn’t prepared for is what an absolute game changer this actually is. From the installation to you actually having the ability to help anyone in Windows on the same level as a sighted individual, RIM is amazing, straightforward and just a delight to use. A support tool that is so inclusive and has been developed with accessibility from the ground up is something that other companies should aspire too, but sadly don’t even come close. Yes I am looking at you TeamViewer, Bomgar and others in this space. We are only at the beginning of this very exciting journey that I have embarked on as part of the PneumaVerse.

I want to let you know how much the Remote Incident Manager is helping me. As you know, I work with a number of veterans who must use speech input as they are physically unable to use a keyboard. When one of these veterans has a problem with his or her computer it is impossible for me to talk him through the steps to fix whatever the problem is. Most often, the problem is concerned with the speech input part of the computer and as these folks are unable to use a keyboard they’re pretty well dead in the water if their speech input is not working. To date I’ve unraveled three different veteran’s computers using RIM. If I had been unable to remotely use their computers it would have taken days, if not weeks, to track down and employ a computer person in each of their home towns to do what it took me no more than twenty minutes to accomplish. This is good for the veterans and it’s good for me. Thanks for putting such an easy to use and incredibly useful tool out there.

Ever since RIM was implemented at my workplace, I feel more productive and truly part of the team. I am now able to take more work off my coworker’s plate and am no longer needing to wait around for her to assist customers. This in turn makes the company as a whole more productive. This product was not only a smart investment but will lead to more competitive employment for the blind.

The key strokes and speech feedback feels local to me. I can’t tell which machine I am working on. It is just that fast here.

I am totally blind, just purchased an individual subscription and cannot wait to use Rim to help my sister with her Pc.