Nissan Ireland Aftersales Support Team Uses LogMeIn Rescue to remotely assist automotive technicians with vehicle diagnosis across its Authorised Repairer Network

Inventive deployment of LogMeIn Rescue helps Nissan Ireland gets its customers’ cars back on the roads.

London, UK, 25th November 2008, LogMeIn, Inc. today announced Nissan Ireland Aftersales Support Team has incorporated LogMeIn Rescue as part of its support toolkit for assisting automotive technicians with vehicle diagnosis across its Authorised Repairer Network.

LogMeIn Rescue is a web-based remote support tool that enables a technician to easily connect to a remote PC, Mac or smartphone, without pre-installing software.  Rescue enables IT technicians to remotely diagnose system issues, manage multiple simultaneous support sessions and resolve end-user issues over the internet.  The solution is used by organisations of all sizes from small independent IT providers to some of the largest companies in the world.

In an inventive deployment of LogMeIn’s web-based remote support tool, the Nissan Ireland Aftersales Support Team is using LogMeIn Rescue to connect directly into a vehicle technician’s PC running Consult-III system, Nissan’s flagship diagnostic testing tool for servicing in-vehicle electronic systems.  When a technician at one of Nissan’s Authorised Repairers is having problems diagnosing a fault on a vehicle, he can call upon a Consult-III expert at Nissan Ireland Aftersales Support Team to observe and work in parallel to diagnose the fault.

With LogMeIn Rescue, the Consult-III expert can view data from the vehicle, in real-time, to precisely pinpoint the problem to advise the vehicle technician on suitable repairs.

“The adoption of Consult-III had presented Nissan Ireland with the intriguing challenge of how to support The Authorised Repairer Network of 50-plus locations from Nissan’s centre of excellence in Dublin,” said Michael O’Connor, Technical Trainer for Nissan Ireland.  “A remote support system was the only viable answer to cost-competitively supporting multiple users in distant locations, so after evaluation, LogMeIn Rescue was integrated into the Consult-III support toolkit.”

The Nissan Ireland Technical Support and Training Team uses LogMeIn Rescue as a web-based remote support tool to help its automotive technicians with vehicle assistance and fault diagnosis within Consult-III.  O’Connor continued:  “Consult-III can track multiple engine management variables.  LogMeIn Rescue gives the team in Dublin the ability to see how a vehicle is performing on a distant PC.  If an anomaly is identified, the team can then direct the technician to probe another area of the engine bay to determine the root cause of the problem, or direct them to service manuals, technical intranet or technical web sites for additional information on more complex repairs.”

The functionality afforded by LogMeIn Rescue extends to other areas of technical support including: Consult-III software support, data patch transfers, trouble-shooting of Consult-III operation and text-based end-user chat.  From a vehicle technician’s perspective, the functionality of Rescue has not compromised any ease-of-use or clarity.

O’Connor continued, “With no client installation required, LogMeIn Rescue has delivered an on-demand, permission-based remote support solution which is simple to use.  Authorised Repairer technicians are safe in the knowledge that we are just a mouse click away if there’s a problem that can’t be solved.”

Nissan Ireland says it is tackling more support incidents and completing them far quicker using the Rescue package. While Nissan Ireland will and has always rapidly responded to any request from its Authorised Repairer Network to physically attend and support on site, it has found that the number of instances that this is required is declining.  “Since Rescue’s deployment, Nissan Ireland has significantly reduced any unnecessary need to travel to an Authorised Repairer to resolve issues.”

“This is a first class example of a firm using the award-winning LogMeIn Rescue in a new and innovative way.  In a conventional manner Rescue is deployed as a remote IT support solution but here we have an organisation leveraging the tools functionality to remotely-assist vehicle technicians with automobile diagnosis,” said Erik Driehuis, VP Europe, LogMeIn, Inc.  “The Nissan Authorised Repairer Network pledge an endeavour to get customers’ cars back on the roads as swiftly as possible and, with LogMeIn Rescue, Nissan Ireland is able to provide the service levels expected from one of Europe’s finest Authorised Repairer Networks.”