2023-SDL-211 - Client Remote Management System

Innovapost is seeking the ability to remotely control and manage workstations which are distributed nationally is a critical requirement of Canada Post (CPC).  Innovapost and our partners provide 2nd and 3rd level support for over 5,500 Canada Post retail locations across the country.  We also support a testing lab environment consisting of over 50 workstations.  Support teams require the ability to view, diagnose, and remotely take over any device for troubleshooting and problem resolution. 

Our distributed network of retail point of sale devices is physically distributed from sea-to-sea-to-sea in almost every community across Canada.  Our systems operate within a private network leveraging a variety of connectivity options ranging from very high-speed stable links to low-bandwidth/high-latency connections.  Our support teams are generally centralized in the National Capital region but should be able to securely connect to any retail device from anywhere within the country (with an adequate internet connection).

Support teams require the ability to fully simulate a physical presence including (but not limited to) the ability to view the customer’s screen(s), assist with or take over the client’s mouse/keyboard, and chat interactively with the customer.   Additionally, the support technicians should have easy access to critical diagnostic tools without interrupting the customer’s session including (but not limited to) command prompt (both elevated and Least Privileged User Account access (LUA), file transfer services, review of system resources (system services, memory, hardware devices, event logs, etc.).