The speed of getting in there and resolving a simple problem has improved my organization. That's the key to this whole thing. When COVID first broke out, we went around to all of our customers and helped them set up their users who are now working from home. Rescue was key in being able to do that quickly. We typically charge for this support time but during COVID, we offered that service for free.

It was really critical for us to be able to get in there, get them set up, get out of there, and not spend a lot of money on things that weren't really our responsibility. When we were getting into people's home computers, it can be a bucket of snakes if we're not careful. It was really nice to get in there, install our stuff, get out, and move on to the next one.

I actually had a temp that I hired, who came in just for that purpose. It's somebody I knew who I just brought in for extra labor to help us through that workload. It's a very easy product to get people started on if they have basic tech concepts. The customer's experience is completely simplified. It's great.

Rescue does offer quite a lot of power. As far as the technical tools to go through and look for problems and to apply patches, you can save your work and apply the same setting changes and stuff to another computer when you get into that other computer. We don't use it that often but the automation aspects of it are pretty powerful. We only use that for our internal systems but it's a great tool for that.

We don't use its Access Wizard to enable mass deployment of the unattended access features. We really use this tool for ad-hoc support. We use this in emergency situations and as an alternate way of getting in there. If we're going to get into supporting a system, we would use their regular LogMeIn-based product, LogMeIn Central. That's where we would do all that kind of automation. We wouldn't do that in Rescue.

Rescue has hugely helped to decrease the time it takes to handle support issues. It really dropped the cost of doing support for our customers. All of the LogMeIn tools in one way or another are helping us to do that. We've been doing this for a long time. We've been in business since '77, and we've tried all sorts of different tools, which is unusual for a software company. The reason we went with LogMeIn was because of the security and ease of use. Security was a big thing. It was the security and ease of use, as I literally can get anybody in here, even if they're not IT, and get them onto a customer's system and help the customer through something that might not be that technical. We used to have to pick up the phone and walk people through every screen. Comparing Rescue to modern era remote control over the internet, if we didn't have these tools, we'd have to have two and a half times the staff. There are fifteen staff members between Join.me, LogMeIn Rescue and LogMeIn Central.

If I'm trying to get LogMeIn Central installed and I'm dealing with somebody who doesn't know the difference between the right and left mouse button, I'll pop in Rescue and then I'll install the Central product. The purpose of Central is it's just there forever, whenever you want to pop it in the machine. Although Rescue can do the same thing, Rescue tends to be more of a one-time connection, a hotspot connection to just pop in there and put out a fire and move on. Customers expect it these days. If you don't have it, you're in trouble, customers don't want to learn IT.

My customers exclusively sell cleaning chemicals and PPE. So the COVID situation has sometimes tripled their business and it's a unique niche market where they don't have time for things. Rescue allows me to almost be invisible, go in there, solve the problem, and let them continue doing their work. The more invisible I can be and the less I'm sitting there on the phone, walking them through it, the less I have to drag them through the process, the more they can be making the world safe. Rescue is a mission-critical tool with the way it allows you to do stuff, get in there, get out, and get the job done. Even if I had three times the staff or two and a half times the staff to go do that stuff, we'd lose customers because they would not have the patience to be dragged through all that stuff.

Rescue has increased our customers' and users' satisfaction. It's the tool that we use when they throw their hands up in the air, whether they're on an iPad or they're on a server. 

Another good example of how it has helped us is with all of the hurricanes that have been coming in this year. This happens to us every year. We'll talk to a customer and realize, they're saying, "Hey, I'm in the path of the hurricane. I want to grab a backup before I leave the building." Because of Rescue and the other LogMeIn tools, we can instantly get in there and solve a problem. We had a customer that get hit pretty hard. Three-quarters of their building roof was ripped off and we had the backup running in a couple of hours because we had gone in and made sure that they took the back up with them when they left the building. They were right in Lake Charles where the last two hurricanes came through. So, Rescue has absolutely made the customers 100% happier just knowing that we can help them out in a pinch and so quickly and easily.

This has increased their willingness to call when there's an issue quite a bit with the extra services we've been offering since COVID. They've been more willing to turn things over to us and let us do the work. It's also because they're so busy. The fact that they can see us made them more comfortable. The other day a customer said, "I feel so much better knowing you guys can go in there and check things for me now."

Everything we do helps them with productivity because we're an industry-specific package for them. They can't invoice their customers and they can't see what they bought if our systems aren't working. They're highly dependent on us. They're absolutely more dependent and happier to turn it over to us than ever.

It has allowed me to do business worldwide, supporting clients no matter where they are, connecting into most environments and helping end users with their application needs. 

It has helped me to do support with as few technicians as possible so I could maximize my customers and keep my technicians at a minimum.

I have technicians all over, and not everybody is an expert in all areas. They are able to bring other expertise from different locations with the click of a mouse. They can invite in other technicians, so I can have most of the technicians collaborate on the same question, and that’s really amazing.

Answering questions that normally might take 10, 15, or 20 minutes, if we were trying to explain things over the phone, can be done in five minutes or less when we can see their screen.

The solution has increased end-user satisfaction. They're less likely to avoid calling us or to be frustrated because they know they can get issues answered fairly quickly. They're not sitting on the phone having to explain what the problem is. They can call us up, bring us online, and we can see what the issue is and address it faster. They're happy about that.

People no longer want to kill me. Meaning, with the amount of tools I have accessible to me through the product, there's less interaction needed with the end user. In other words, all I have to do is have them get that machine on the internet. After that, I can do pretty much everything else without having to have the user hover over the computer. I can remote reboot and know I can reconnect automatically without having to have them log back in again. 

The ease of use from the IT perspective, and less cumbersome, less invasive experience for the end user.

The time it takes to troubleshoot one of our users is cut significantly. Instead of trying to walk-through a user on how to fix their computer, we just log in, do it, and move on to the next case.

To troubleshoot, e.g., a connection, it may take half an hour without LogMeIn. It can take two minutes with LogMeIn.

We are able to quickly and easily get clients connected to our triage techs which allows us to resolve issues much more quickly, and with little stress, to an already disrupted client.

When we work with clients remotely, they usually always come back. They are recurring clients. So, it is real easy when we work with them, and we are using LogMeIn Rescue that we put LogMeIn Unattended on there. This allows us to remote into their computers or servers whenever they request speeding up the time to connect without having to send them a website and give them a code to get us in. 

It allows us virtually unlimited computers for remote access on Unattended. Where with LogMeIn Pro, or any other product, you have to pay on a computer-by-computer basis. With Rescue, you are just paying per technician license, and there is no limit to the amount of computers you can have set up for Unattended. The majority of our clients, we set them all up that way: their servers and their computers. This way, we can get in, and there is no additional cost to us.

That is why we have been using it as long as we have. The fact that it is accessible from both Mac and PC comes in handy, because we can work from any platform into any platform.

A lot of our clients are in a 60 mile radius of our office. The ability to solve a problem in 10 minutes rather than roll out a truck makes a huge difference.

Before we were using this, everything either had to be in-person, or one computer at a time. There was no way to access multiple computers, or share between technicians. This has allowed us to do all that while supporting everybody inside and outside our company simultaneously. It is much easier and simpler than anything else with a URL and code.

It helps Support Techs resolve issues on a first-call basis, without having to wait for other tools to be freed up or become available.

It allows us to rapidly solve issues for our customers on a remote basis, regardless of the location of the customer.

Because we have many users in the field, the only time they would ever come to the corporate office is on a Monday, so if something would happen to go wrong on a Tuesday, the issue couldn't get resolved for a full week.

Now it's almost instantaneous. The issue happens, we're able to log in at the time that it happens and address the issue, so there's minimal downtime.

The ability see iOS devices helps us out a lot because the majority of our users are iOS device users. That is a great feature that's helped us tremendously over the course of the year. Because, to have an individual who doesn't know much about computers try to explain to you what the issue is, and you're trying to navigate them through menus, it's kind of difficult, especially when they're not that savvy with either iOS or the device itself.

I am a one man support show. So, it gives flexibility to be in more than one place at a time. I could be working at seven people's desks from one location. That is pretty useful and helpful.

We have an application, our LogMeIn application, a one-click application. Because we have employees in different locations, we have given them this application, so when they click the application, they have remote access. It's easy for us, they don't have to call us. They don't have to talk to us. They don't have to do anything other than simply click, and they are connected to the IT office, so they can help people out.

When a client calls and has a computer that we have not been on before, because it may be new (or whatever) and they are having an issue, we can still remote on it and help troubleshoot.

When we have a software product that we develop and support, and when customers phone in with issues, lots of times we struggle to determine the real issue, because they're just phoning it in. We use it to be able to actually share their screen, and see exactly what's happening.