Rim and GuidoAusili: the perfect integration for remote assistance

Starting from December 2025, a reorganization of the assistance service dedicated to the software developed by the company GuidoAusili has been initiated. The objective is to make technical support even more efficient, inclusive, and accessible for all users. Among the main innovations is the expansion of the assistance service staff with the presence of blind personnel, equipped with proven experience in the field of software and assistive technologies for people with visual disabilities. This change represents an important step towards a truly inclusive assistance model, in which technical skills and direct knowledge of users’ needs come together to offer a quality service.

GuidoAusili software also integrates RIM (Remote Incident Manager), a cloud system for remote assistance developed by the American company Pneuma Solutions, specialized in the creation of technological solutions accessible to both sighted and non-sighted users. Thanks to this platform, even a blind operator can intervene remotely on computers with Windows or Mac operating systems, offering technical assistance without visual disability representing an operational limit.

How the remote assistance system with RIM works

The integration of the RIM platform into GuidoAusili software was carried out by Eng. Guido Ruggeri with the support of Camillo Scroccarello, I.Ri.For. teacher and a well-known figure in the assistive technology sector. The functioning of the remote assistance system is simple and effective. It is sufficient to have a stable Internet connection, a fundamental requirement for any remote support system. The user opens an assistance ticket and, once the request has been taken in charge, a technician contacts the user by telephone to start the intervention.

It is not necessary to install or start additional procedures: just start the GuidoAusili program. The technician, from their own computer, identifies the connected machine and establishes the remote connection. Once the connection is activated, the phone call can end and the intervention continues directly online. Through RIM, it is possible to operate on GuidoAusili programs, but also to exit the application and install other useful software, such as the Microsoft Office package or the main screen readers used by people with visual disabilities.

Remote training and technical support for users

In addition to the simple resolution of technical problems, the remote assistance system also allows for remote training activities. Thanks to a low-latency connection and good audio quality, it is possible to carry out actual audio-video demonstration sessions, during which the user can follow step by step the operations performed on their computer. Both parties can listen to the system’s audio output, a fundamental element for understanding every phase of the work.

In the event that GuidoAusili is not yet installed on a new computer, the assistant can proceed directly to remote installation, providing simple instructions by telephone to allow access to the device to be configured.

This system makes assistance not only faster and more effective, but also more accessible and inclusive, valuing the skills of blind people in the field of technical support and digital training.

By Camillo Scroccarello