Item: Rescue
Rating: 10
Author: Ramprasad Rangachary, PMP®

Use Cases and Deployment Scope

It is used by IT to support users across the organization. We use it primarily to remote access systems to either perform software installations or troubleshoot. We also use it to perform unattended installations and information gathering as and when required. The very fact that there is no instance installation required when working with customers is a huge advantage for us.

Pros and Cons

Multi-Session handling
Session history & recording
Active directory sync
Overall administration
Chat support

LogMeIn Rescue ticks all relevant boxes for us

Return on Investment

Has helped cut down on communication costs by over 32%
Turn-around-time on issue resolutions have improved by 47%
With the pandemic (COVID) forcing staff to work from home, LogMeIn Rescue has helped IT teams assist staff effectively and quickly. This has ensured we keep our commitments at all times

Alternatives Considered

GoToMyPC, Zoho Assist, ConnectWise Manage and VNC Connect

Customer Service was our number one deciding factor. LogMeIn support teams are top-notch. We never had issues getting product updates, technical support, additional license purchases, and any product-related queries. The ability to run macro & micro level reporting is another big plus with LogMeIn Rescue. Session recording is another brilliant feature since we can use it to assist other users by simply sharing the recording. Also, we use the recording to see how we can optimize our staff and overall processes to better assist users.

Key Insights

Do you think Rescue delivers good value for the price?

Yes

Are you happy with Rescue's feature set?

Yes

Did Rescue live up to sales and marketing promises?

Yes

Did implementation of Rescue go as expected?

Yes

Would you buy Rescue again?

Yes

Other Software Used

Tableau Desktop, Dell Boomi, Amazon Redshift

Likelihood to Recommend

Many of our customers have very tight controls when it comes to what software can be installed on their network. LogMeIn Rescue comes in here perfectly to ensure we can assist all such customers without having to install any specific applications within their network. The ability to chat while working with them is a huge plus since it helps cut down a lot on communication costs. The chat feature is super helpful in situations where the customer is on vessel/ship (we are a maritime company) and cellphone signals are either weak, or the call costs are high.

Perfect tool when things have to be done remotely!!

Overall Satisfaction with LogMeIn Rescue