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As PC makers prepare systems for the release of Microsoft's anticipated Windows XP operating system, one new feature of the software could change the way some customers get technical support.

Budget PC maker EMachines says it will install Windows XP on workstations at its customer service call center, so the support personnel can use the new operating system's Remote Access feature. Through it, they can gain control of another user's Windows XP-based PC over an Internet connection. Users who are allowed access to another PC remotely can view the remote desktop and control the mouse and keyboard of the distant PC.

The EMachines' support technicians will use the function to help PC owners who need maintenance or technical support on systems running Windows XP. PCs with Windows XP are expected to reach consumers on October 25 when the operating system is due to launch or, possibly sooner. Some vendors say they expect to ship systems with Windows XP preloaded as soon as mid-September.

"Taking advantage of this software is probably a good idea," says Dan Kusnetzky, an analyst with research firm IDC. "Warranty support is one of the most expensive costs that a computer maker faces. Looking for ways to reduce the cost for warranty work could lower the cost of computers and potentially make [PC manufacturers] more money."

Research firm Gartner estimates vendors spend as much as $50 for every customer support call they answer. EMachines wouldn't say how much it hopes to save by instituting remote access assistance for Windows XP users. But the company expects it will reduce the time technicians spend on support calls.

"It basically reduces the amount of time on the phone with the customer," says Patti Adams, an EMachines spokesperson. "It lowers support costs and gives us the opportunity to increase first-call resolution."

Similar Services

Other computer makers, including Gateway and Compaq, already offer remote access services similar to the one being installed at EMachine's third-party call center, although those existing services typically use software from other vendors.

Gateway, for example, offers customers a service called Gateway CoPilot, which makes use of a remote access application called DesktopStreaming from ExpertCity.com.

Compaq offers its PC buyers a remote access application called Carbon Copy, which it developed in-house about four years ago, said Steve Young, vice president of worldwide customer care at Compaq. "The software doesn't help solve all the problems," Young notes. "These types of tools don't lend themselves to the vast majority of calls we get."

Until recently, Dell provided a similar program, called Resolution Assistant, which offered Internet-based help for its customers. The practice didn't bring significant savings, Dell has said. In June, the PC maker known for its online sales and support services discontinued the two-year-old Resolution Assistant program on PCs sold after July 31.

With support for such Web-based services built into Windows XP, EMachines says it expects the service to improve customer support.

"Depending on how well this is received by customers, we may expand the remote assistance operation," Smith says.

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