We have used TeamViewer. We've used Microsoft products like Remote Desktop and variants of that. The reason we went with LogMeIn is that it is the one product that we have never seen hacked. The security and the reviews from the people I trust that use it was really important to us.

To have products like Password Manager available that are designed to work with the other suites of products really increases the security. Good luck finding another Password Manager that is designed for enterprise IT and keeping passwords close to the vest like that one is. I know it's a different product, but all of the security built into their suite of products is really relevant here.

TeamViewer is a lot harder to use. Google products aren't that secure. They were eliminated. TeamViewer is a little more cumbersome. TeamViewer's configuration on how they bundle it is a lot more complex. I think LogMeIn just understands how the product would be used and they're hitting the target on how to implement it. TeamViewer also has a history of being hacked. 

We can't dictate what remote control programs our customers want to use, so we have to use whatever they tell us to use. That's why we have and continue to use all the popular ones. But we've seen with our customers, they eventually get frustrated with them. Some of them may do a free trial on one or another and then eventually when that free trial runs out and they get frustrated with it, they switch over to LogMeIn products.

I did switch in the middle of using LogMeIn Rescue, like eight years into its use. I found another solution which was a lot cheaper. After using it for two weeks, I found that our productivity was reduced by 70 percent. Also, technicians and customers were frustrated. Then, I switched back to LogMeIn right away.

We have never used another product.

I was using something called VNC Connect, that was a free solution. It was not as professional and it was not as secure as, I heard that people can get viruses from VNC. I didn’t want to take that chance. I went with LogMeIn Rescue and, again, the compatibility - that you can connect to people. Also, there’s something called the dial-in so for people that use us all the time, we can have an icon on their screen and they can click that icon and we connect to them.

For people whose computers we maintain, we can have those computers on file. Without having somebody to invite us, we can actually log in automatically, and that’s unlimited.

Collaboration is the most important thing where multiple technicians can connect, which the other software didn’t have. So we went from VNC to Rescue.

However, the cost of LogMeIn was high. I don’t remember the name of the product, but I went with another product that was going to give me savings of 50%. We tested it, one technician tested it, he gave us the thumbs up. Then once we moved all my technicians to it, it didn’t work. We had to go back and break the contract. In 12 years I to move to something else only once, because of cost. I quickly came back.

LogMeIn Rescue, they own another product, they just acquired it, it’s called GoToAssist, which costs less money but, again, it’s not as efficient as LogMeIn Rescue.

I was using GoToMeeting, I was using LogMeIn, and I was using some other product. But LogMeIn gave me many more features than the other guys, so I went with the LogMeIn package.

I got onboard with LogMeIn because it was free at one point, LogMeIn Free. When I found out you can get all these other bells and whistles, services for individual accounts, I purchased. Then when LogMeIn Rescue came out, that was a no-brainer. I said, "Oh, I'm doing that." It was a progression of upgrades from very early on to what they are offering now.

Also, I went with it because of the ease of use for the user. It was less cumbersome to get them on support session through LogMeIn. The file transfer and the event log access was incredibly easy and, again, I did not need to engage the end user. As an IT person, you know what you're doing. You know what you need to get to the solution so they can move on with life. The end user doesn't necessarily want to know how to get into this, how to get into that, and have to help me help them. So the LogMeIn products, then and now, once I'm in I can do just about everything without really involving the end user, which is great.

We had VNC, pcAnywhere, and TeamViewer. Now, TeamViewer is almost or as robust as LogMeIn. However, we needed something that did not need knowledge on the user side. In order to do pcAnywhere or VNC, they had to be on a VPN or they needed to share some details on the computer. For LogMeIn, you just point them to a website, which is pretty easy, then put in your token, and you are connected.

We used to use VNC or TeamViewer, but they are way too much of a burden to get average users connected remotely. They are not nearly as stable either, and have licensing limitations.

I am the one who made the decision to switch to LogMeIn Rescue, based on the Rescue Technician licenses. Prior to that, we were probably using whatever version of LogMeIn existed back then, their desktop client version, or we were probably using pcAnywhere.

We picked Rescue because our management console ran LogMeIn Pro and that was just part of the offering which came with it. We were so happy with LogMeIn Pro that we added Rescue to service clients which we did not manage.

Previously, we just used Remote Desktop and in-person sessions.

We have other tools that are included in our management systems but they are not as easy to use. We still have them. LogMeIn compliments them by connecting easily to machines that are not currently connected to the company's internal network or via a VPN tunnel. These are not issues for LogMeIn; just an internet-only connection is needed.

Yes, we switched because the other product was not staying current with the latest OS’s and browsers for support and compatibility.

We did have another solution. It wasn't as user-friendly on the user side - not so much on my side, on the user side. I really needed something to tell the end user, "Just go to this website and install the product," and be done. The other product, I had to install it, make sure it was running when the laptop started. If it wasn't running, to tell the user how to start the product was an issue. So we just abandoned that whole solution.

No previous solutions, but now I am also using TeamViewer and GoToMeeting for certain things. I am kind of diverse. I still have LogMeIn Rescue and I have to decide if I am going to renew it.

I was with Bomgar, but Bomgar used to provide me hardware to install, so that was the reason I left it. Otherwise, I liked Bomgar better than LogMeIn, actually. But the issue was that in every center you have to install their hardware, so that was the problem for me.

We switched to LogMeIn because of features. At the time we switched, it was still free to a point. However, the product is good enough that we went ahead and started paying for it, even when, it was no longer free.

The main feature we switched for was how easy it was to have a client be able to connect to you.

This is the first solution of its kind for us.