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


April 8, 2010  10:01 AM

“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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April 2, 2010  9:28 AM

USING LEGACY TOOLS FOR REMOTE SUPPORT? FALSE ECONOMY IN A BAD ECONOMY

LogMeInRescue Lee Weiner Profile: LogMeInRescue

Undoubtedly, we’ve all had to make sacrifices in the wake of nearly across the board belt-tightening.    As an IT professional you’ve no doubt been affected by hiring and purchasing freezes, stressed out employees, and the pressure to “fix it yesterday.”  So to pitch in and help save your company some money, your helpdesk might still be using legacy tools like VNC or RDP to provide remote support to your employees or customers.  You might even be leveraging some existing in-house meeting tools like Webex or GoToMeeting to get the job done.

 Despite your intentions, these solutions come with hidden costs because they just flat out weren’t built for the helpdesk.   So while it’s understandable to want to get maximum mileage out of tools already have in place, using them for remote support is really a “false economy.” 

So what are you missing out on by relying on legacy tools for support?  For starters, a world beyond simple remote control.  While remote control might make some support tasks easier, and certainly impress some employees and customers, it just doesn’t cut it for the helpdesk.  It lacks time-savers like queue management, diagnostics, problem escalation, multi-technician problem resolution, file transfer, reboot and reconnect, resolution templates and scripts, and problem tracking.  Legacy tools also lack audit trails and reporting that can measure and track the performance of your helpdesk, even recording sessions for training or compliance purposes.  These are the tools that can empower you helpdesk to handle and solve more requests, faster than ever before. 

Are all of your employees connected on the LAN at all times?  The answer is probably no, and it’s another reason why using legacy tools can be problematic.  Connecting to devices outside the firewall brings up reliability and availability issues that are only being compounded by the increasingly mobile workforce.  We’ve been hearing this from our customers a lot:  a recent LogMeIn survey showed that 83% customers who had been using legacy tools for support prior to switching to LogMeIn Rescue, chose Rescue because of its ability to easily and reliably connect with off-LAN computers.

Are your employees using smartphones more and more?  Of course they are.  Unfortunately, whether inside or outside the network, legacy tools are simply not equipped to access and control smartphones. Neither you nor your end users want to be burdened with time-consuming, costly send-backs for minor repairs that could have easily been taken care of with the right remote support tool in place.  Smartphone support also helps streamline the most common (and sometimes dreaded) smartphone question of all:  how do I set up my corporate email?

Are you secure and compliant using legacy tools?  Security may also be an issue for legacy tools, which, for the most part, don’t secure Internet communications.  That means any data transmitted during the connection is susceptible to interception.  A VPN could be used, but it may not be possible based on the location of the user.  And VPNs can be difficult and costly to configure and support.  So be sure to consider these issues and their real impact on your organization when building the case for a more robust remote support solution.  Continuing to rely on legacy tools may look like economy, but it’s really a false economy that most organizations can ill-afford.               

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April 1, 2010  2:47 PM

Hello World!

LogMeInRescue Lee Weiner Profile: LogMeInRescue

Stay tuned….our first blog post coming soon!!!


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