Item: LogMeIn Rescue by GoTo
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

LogMeIn Rescue is being used by our IT PC Support and IT Technical Support to address service requests for our end users. These are internal users from various departments within the organization. In addition to fulfilling service requests which involve installing software, the support team also uses LogMeIn Rescue to troubleshoot issues on the user's PC.

Pros and Cons

Fulfill end-user service requests for software install.
Fulfill end-user issues related to an application or software installed on the end-user's pc.
Easy to use and improves end user experience.

The Interface and options to chat are not that appealing for the end-user. Comparing this to Microsoft Teams.
Add more functionality to record sessions.
Integrate with ITSM Tools like ServiceNow or CA. For instance, a tech is working with the end-user on a particular request it would be a nice feature to have if the transcript is automatically added at the end of the session to the actual Service Request/Issue.

Return on Investment

It is lightweight, cloud based, easy to set up.
Improves end-user experience, increasing response time for fulfilling service requests.
Improves end user experience, increasing MTTR for issues reported in the system.

Alternatives Considered

Microsoft Teams

LogMeIn Rescue has more features for Remote Sharing, Remote Control as compared to Microsoft Teams. We use Microsoft Teams in our organization as a collaboration tool. However, for fulfilling service requests and issues, our support team uses LogMeIn Rescue. The Remote Sharing and Remote Control features are much better than Microsoft Teams and are much faster; hence it improves customer experience and after resolution time for issues reported.

Key Insights

Do you think LogMeIn Rescue by GoTo delivers good value for the price?

Yes

Are you happy with LogMeIn Rescue by GoTo's feature set?

Yes

Did LogMeIn Rescue by GoTo live up to sales and marketing promises?

Yes

Did implementation of LogMeIn Rescue by GoTo go as expected?

Yes

Would you buy LogMeIn Rescue by GoTo again?

Yes

Other Software Used

Smartsheet, IBM Cognos Analytics

Likelihood to Recommend

It is well suited for large organizations, and it is easy to set up. It is cloud-based, which makes it easy for maintenance, and no additional overhead is needed. It is a good collaboration tool for addressing requests/issues reported in the ITSM ticketing platform.

Simple and Robust Remote Control Tool

Overall Satisfaction with LogMeIn Rescue