On-Demand Remote Support and Why IT’s Easier.

Apr 8 2010   10:01AM GMT

“YOU CAN’T ALWAYS HELP EMPLOYEES IN ABU DHABI IN PERSON”

LogMeInRescue Lee Weiner Profile: LogMeInRescue

In our last post we discussed why relying on legacy remote control tools like RDP and VNC is insufficient for true helpdesk support.  As you’ve no doubt experienced, these tools lack features that really enable the IT organization– diagnostics, problem escalation and sharing, audit trails, reporting, script deployment, to name a few.  The use of remote control in those tools can be helpful in eliminating deskside visits, but what about supporting your mobile workforce?

When it comes to supporting a mobile workforce (those working off the internal network), the use of remote control tools isn’t particularly helpful.  For this reasonmany helpdesks have turned to LogMeIn Rescue to provide complete support to their employees and customers.  Here are a couple of my favorite customer stories:

  • A top international law firm has over a dozen offices throughout the world. Prior to using Rescue, lawyers and other staffers working remotely could only get help if they could connect into the internal network via VPN, sometimes running into firewall issues.  Because the VPN could be cumbersome to use, and connecting with the legacy tools wasn’t always reliable, support was especially problematic for the 50% of employees who use laptops and are mobile.  With Rescue, this firm has found reliably and secure connectivity, enabling them to provide “home office” support – and training – to remote employees.  As the support manager told us, “We can’t always help workers in Abu Dhabi in person.”
  • One of the country’s largest food suppliers has regional offices throughout the U.S., where helpdesks provide support to sales people and customers. One helpdesk manager who chose Rescue provides support that covers an expansive  4-state area. For sales people, problems with the VPN access required for support via legacy tools often meant their bringing (or shipping) their computers in. Since their computers were essential for accessing ERP systems, being without them meant taking a productivity hit. For customers, who were not on the VPN, support meant phone support. If the helpdesk couldn’t figure out and resolve a problem through phone coaching, they had to hop in their car and drive to the customer. (Talk about a productivity hit.) Having Rescue – with its easy, reliable connections –  is helping this helpdesk save time and money, as well as increase employee productivity and satisfaction.

These are just a couple of examples of helpdesks who’ve turned to Rescue because using legacy remote control tools just wasn’t viable when it came to supporting employees and customers who were off the internal network. And we haven’t even talked about smartphones yet. (That’s a story for another day…)

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