VirtualConsultant™ is a unique system developed by Claricent that allows you, the client, to instantly connect with user support from your computer desktop. This state-of-the-art system gives you remote access to technical help on an as-need basis. In the event you experience a technical issue or wish to make a development request known to our support team, you're able to have your request fulfilled quickly and easily, simply by following the below steps.

1. Launch the VirtualConsultant™ support request form from your computer desktop. A VirtualConsultant™ Support Consultant then retrieves the request from the Central Monitoring Queue and establishes a real-time connection with your computer. The VirtualConsultant™ Support Consultant can then view the issue in realtime together with you, the user.

2. With your permission, the VirtualConsultant™ Support Consultant takes temporary control of your computer with the intention of analyzing the issue further or making corrections in realtime. While connected to your machine, the VirtualConsultant™ Consultant can transfer needed files, control the affected application, reboot the system, check system services, or record the session for training purposes.

3. When the analysis is complete or the problem solved, the connection is closed and the connection software is removed from the user's device, leaving no trace.

*In order to qualify for VirtualConsultant™ Remote Support, the user must be a member of a Claricent service program that is currently running or in the process of implementing an SAP NetWeaver BI system or SAP NetWeaver BI Production system supported by Claricent.

In addition to the VirtualConsultant™ Request Queue, as our client you have continued access to the Claricent VirtualConsultant™ Support Portal.

Setting Up the VirtualConsultant™ System

Prior to setting up the VirtualConsultant™ system, we conduct what is known as a Support Assessment, or an initial review of your client support needs. Based on our findings, a unique support plan is developed and documented. We then match our remote support contact's skillset to the individual needs of your organization and the potential issues you may experience, based on the system that is currently in use by your company.

From here, a single point of contact is assigned to the client or client/project. This ensures that, as our client, you receive ongoing support from a single person who has full knowledge of your unique needs. This primary support contact is responsible for:

1. Understanding the project and requirements and communicating any changes to the remote support team if needed.

2. Keeping updated on any changes which may occur within your organization that then require additional support consultants in new realms of expertise.

Ready to bring your technology up to speed? Visit our Contact Page and schedule an appointment with Claricent today.