February 26, 2014 | By

Webinar Recap: Building the Business Case for LogMeIn’s Rescue


In today’s multi-channel interactive environment, businesses must have the power to engage with both internal and external end-users at any time, on various platforms. LogMeIn Rescue enables companies to provide remote support to these end-users, be they employees, customers or partners.

Building the argument for utilizing Rescue was the focal point of a recent webinar presented by Rebecca Wettemann, VP of Research at Nucleus Research and Tom Clancy, VP of Valiant Technology. The webinar, “Building the Business Case for Remote Support,” discussed the growing enterprise need to deploy robust remote support technologies that are capable of meeting the evolving demands of the business world.

Can Rescue solve the multi-channel crisis?

Our social-, cloud- and mobile-enabled society is encouraging end-users to use various endpoints to interact with colleagues, partners and customers. It is also pressuring decision makers to be sure their remote support solutions and technicians can adhere to increasing expectations without putting too much strain on support staff.

Clancy, who uses Rescue at Valiant Technology, mentioned the remote support solution is allowing companies from all walks of life to improve service desk productivity, increase customer satisfaction and even accelerate query resolution times. Wettemann also revealed that Nucleus Research found Rescue customers were able to cut the amount of time it took to resolve an issue by upward of 70 percent, as compared to alternative solutions.

The fact that Rescue can improve support staff productivity, in addition to boosting customer satisfaction rates, has influenced many companies to implement the solution. Rescue enables them to truly optimize operations in and outside of the workplace, without straining their budgets.

Building the road map to Rescue

Wettemann asserted that there are generally several factors that contribute to whether a particular solution will drive value or not. In many cases, these considerations go well beyond the financial realm, dipping into end-user satisfaction and ease of use. By assessing these elements alongside long-term objectives, executives can build a strong business case for the use of Rescue in the workplace.

Evaluating Rescue requires decision makers to consider five key determinants, including how many people will use the application and how often those individuals will do so. Executives must also assess any potential risks associated with using Rescue, which could include unexpected costs if something were to go wrong, as well as any potential room for growth in terms of collaboration and knowledge generation.


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