SCSC ScanSource Inc

ScanSource, Inc., (Nasdaq:SCSC), a leading international value-added distributor of specialty technology products, has developed an innovative new offering that empowers retail value-added resellers and independent software vendors (ISV's) with the ability to provide remote monitoring and proactive management services for point-of-sale hardware and software applications. ScanSource VirtualTechnician allows resellers and ISV's to take proactive measures in analyzing potential problems and repairing hardware or software malfunctions, often before the end-user even knows there is an issue. By simply logging into ScanSource VirtualTechnician, a reseller's or ISV's help desk technicians can check the status of their customers' systems. The technician is able to quickly determine any high priority alerts, such as failure of credit card settlement at close of business, and can take action from his remote terminal to fix the problem, log the activity, and inform the end-user of the action taken, preventing possible interruptions in the end-user's business. ScanSource VirtualTechnician can even be set up to generate help desk tickets, pages or e-mails indicating an actual or potential problem. The monitoring system works with all OPOS-compliant devices. "We believe this offering will revolutionize our partners' ability to provide a new level of end-user service, as it monitors point-of-sale hardware and software applications in real-time, taking immediate corrective action, which prevents down time and maximizes efficiency." said Paul Constantine, vice president of solutions and services, ScanSource, Inc. "An added benefit is it allows a reseller's or ISV's help desk to run more efficiently, as proactive notification of potential problems allows the help desk technician to fix the issue before it becomes a problem, thereby avoiding a time-sensitive support call." "ScanSource VirtualTechnician represents a tremendous value add for retail ISV's and solution providers," said Mike Helm, director of marketing, Business Solutions Group, Epson America, Inc. "It's a significant advance in being able to provide a better experience for end-users of our technologies, and as a manufacturer we see it providing an opportunity for enhanced differentiation of our products." Benefits of ScanSource VirtualTechnician include: -- Awareness of system conditions in real time or on a monitoring schedule. -- Capability to take immediate or scheduled action on a store system condition based on alert priority level. -- Detection of unauthorized installed software or hardware. -- Monitoring of application software conditions that represent a potential pending problem. -- Maximizes efficient use of resources based on early awareness of potential and pending problems. -- Uses documented historical service data to cost justify maintenance contract renewals. -- Differentiation for new service contracts, including offering of preventive, proactive and break/fix services. -- Creation of new product sales opportunities by providing historical equipment usage data indicating near end-of-life cycle that will result in higher failure rates and higher maintenance costs. -- Identification of yesterday's failed store operations processes before new business day begins, such as problems with end-of-day credit card settlement, store closing/balancing data, failed update inventory pricing, etc. -- Maintenance of an asset base of in-store equipment and software by product models and serial numbers. "We're looking forward to using ScanSource VirtualTechnician, as it will help us to better monitor our customers' needs when they have a problem, " said Will Atkinson, vice president of sales and marketing, CAP Automation. "Instead of waiting for the customer to tell us when there is an issue, we may know ahead of time, which allows us to be faster and more efficient in our support services." "Utilizing technology like that offered through ScanSource VirtualTechnician will allow us to proactively support our POS customers," said Mike Nicholson, principal and chief operating officer, POSitive Technology. "We now have the ability to monitor the POS station and all the attached peripherals for health as well as duty cycle." "The ScanSource VirtualTechnician will allow us to be proactive in our customer support offering," said Byron Hempy, director of operations, Abacus Business Solutions. "Instead of waiting for a customer to realize he has a problem, we will know ahead of time and can fix the issue before the customer opens for business. It will also allow us to plan our resources for the day, helping us to be more efficient." ScanSource VirtualTechnician is currently a North American offering. For more information, call 1.800.944.2439 X 8233. About ScanSource, Inc. ScanSource, Inc. is a leading international distributor of specialty technology products, including automatic identification and data capture (AIDC) and point-of-sale (POS) products through its ScanSource sales unit; Avaya communications products through its Catalyst Telecom sales unit; communications products from Intel and NEC through its Paracon sales unit; and electronic security products through its ScanSource Security Distribution unit. The Company serves the North America marketplace and has an international segment, which sells AIDC and POS products in Latin America and Europe. Founded in 1992, the Company markets products from more than 100 technology manufacturers to over 16,000 value-added technology resellers and is committed to empowering them with tools and services designed to help them grow. For more information, call the toll-free sales telephone number at 800.944.2432 or visit www.scansource.com.