LogMeIn Rescue

With a 100% remote team, someone cannot just stop by their office and show them how to fix an issue. Rescue has made it so that it is almost as good as having someone present to show how to best solve a problem. We no longer have to go through a check list of possible issues - "Is the computer plugged in..." We have tried a number of solutions that sounded good but just ended up costing time and money; if the team member cannot solve the problem we end up sending them a new machine which causes downtime and a great deal of expense for overnighting a new machine and getting the team member up and running on their new machine.

• substantial decrease in cost per employee for computer work stations
• Very infrequently need to overnight and replace CPUs
• Because of Rescue we have been able to upgrade all team members to allow everyone to utilize Rescue

NinjaOne, ThreatLocker and N-able N-sight RMM

Adobe Acrobat, Adobe PhotoShop, Navisite Productivity and Collaboration (Microsoft Office 365 and MDM), Google Chrome

We use LogMeIn Rescue to log into client’s computers and guide them when they are having issues locating things. View errors on their machines and fix items in the software or on their computers when they have issues that need to be rectified. LogMeIn Rescue helps us to do these things pretty easily.

• This has helped to provide us with a functional way to help clients use the software we provide.
• LogMeIn Rescue helps to transfer sensitive data to clients machines directly instead of emailing the information.
• Helps us document issues and record videos of things happening that are hard to prove to development
• Sometimes LogMeIn Rescue closes out or will not allow you to login to a computer but works on another day without an issue. This is difficult for clients to understand and causes friction with relationships

TeamViewer and AnyDesk

Microsoft 365, Snagit, CoPilot, Notepad++

Tool for users to remotely use their devices located at offices

• other free or lower cost products are catching up to it which lowers its ROI especially for smaller companies
• setup and manageability requires higher skilled individuals which raises overall support cost

TeamViewer

I use LogMeIn daily at work to get connected to clients computers to perform data conversion. This is a tool that is needed by myself and the rest of our team if not the rest of the company to perform our work duties. Business problems normally occur when a client is using a Mac instead of a normal PC.

• Positive because when it works everything runs well
• I've mainly used LogMeIn and I'm comfortable with the software
• Probably the most popular software to connect with clients

use - ICT Service desk for me and multiple other use cases within different teams.

- used to remote into devices across the state to provide ICT assistance

- product support, technical support to over 600 sites across the state.

-problems are remote assistance and navigation on different product suites being used by the dept.

• lately had negative impact on the service desk operations since the connection drops on web based remote connection.