Goverlan Reach vs. LogMeIn Pro by GoTo

This product is a must for any help desk that is supporting an active directory based network. Scope action capabilities also make it valuable to systems administrators etc.

Incentivized

LogMeIn Pro is very well suited for small-to-medium sized organisations. The pricing is affordable and the implementation is easier. There are some concerns related to data privacy and security, hence I would not advise this to be used when your session handles PHI and PII kind of data, just to be compliant.

Incentivized

• Good configurable dashboard that can be personalized per audience
• Built in packages for monitoring standard applications that can be personalized easily
• Simple, easy to use update deployment configuration.

Incentivized

• Ease of connection. You can use their web login and connection through there. You can also install the client app and connect via it. Easy and fast.
• Remote Control is fantastic. It scales the screens great. There is no lag in the screen refreshes.
• Remote printing is good. You can be working on your PC at the office via LogMeIn and print to your local PC at your current location with ease.

Incentivized

• Machines must be online for actions to be performed, scopes allow you to rerun them against failed objects only but really a much better option would be for client agent to check in at power on for open jobs.
• Newest version of Reach is glitchy on Windows 10 requiring the occasional restart of the application.

Incentivized

• Slow customer service - we know more about their product than whoever we talk to whenever we call in
• It does not always keep the settings during session unless we disconnect and reconnect with the new settings.
• Troubleshooting using LogMeIn is minimal. It either works or doesn't, there is not a backup/alternative method for connectivity.

Incentivized

It works great

Incentivized

Only giving a 9 rather than 10 due to the occasional issue after LogMeIn runs updates, and sometimes I have to walk end-user (on Macs) through "allowing" access to services - have not encountered that on PCs

Incentivized

Always there as long as there is an internet connection

Incentivized

It loads quickly,

Incentivized

My calls and e-mails to tech support have been few and far between, but those rare interactions were always pleasant and handled professionally. Most support can be accessed electronically, but when the need arises to actually speak to a human being, LogMeIn's customer service reps are clearly well-trained and knowledgeable. Another plus: there isn't the language barrier that I've experienced with other technology companies' support centers.

Incentivized

Be aware if you have dual monitors on the host, you can only view one at a time on remote, but it is easy to toggle back and forth

Incentivized

Not as full featured for Microsoft products but better at cross platform uses. Agent-less option works better in Goverlan.

Incentivized

ConnectWise is a much easier program to use. The end-user either types in a code or you send an email with a link to the session. A small applet is installed on their computer so you can connect. And this applet is removed when the session is over. Constant remote access capabilities are about the same since both programs allow you to install a program that runs as a service on the client system. This gives you access to that system at any time.

Incentivized

The view is a little blurry. The resolution could be better

Incentivized

• With a product like this it is entirely possible that you will see large increase in Help Desk efficiency for those who are willing to take the time to fully explore its possibilities.
• Much more robust that any other remote support product I have used while still extremely cheap compared to competing products. This can bring enterprise level support options to those that may normally not be able to afford it.
• Reporting features are invaluable to anyone wanting to truly know what is happening on their network.

Incentivized

• Save time
• Improve customer satisfaction as we can involve the entire team any time and from any place to solve clients' problems
• It effects clients' satisfaction negatively if the internet is not strong enough, as we can't connect to solve their problems

Incentivized