Item: LogMeIn Rescue by GoTo
Rating: 10
Author: Kenneth Cameron

Use Cases and Deployment Scope

With a 100% remote team, someone cannot just stop by their office and show them how to fix an issue. Rescue has made it so that it is almost as good as having someone present to show how to best solve a problem. We no longer have to go through a check list of possible issues - "Is the computer plugged in..." We have tried a number of solutions that sounded good but just ended up costing time and money; if the team member cannot solve the problem we end up sending them a new machine which causes downtime and a great deal of expense for overnighting a new machine and getting the team member up and running on their new machine.

Pros and Cons

Computer issue triage
Security by working seamlessly with our VPN
Ease of use for even the least computer savvy team member

Major maker software integration
fully remote access
the ability for a third party to fully review interactions

Return on Investment

substantial decrease in cost per employee for computer work stations
Very infrequently need to overnight and replace CPUs
Because of Rescue we have been able to upgrade all team members to allow everyone to utilize Rescue

Usability

Rescue works with the most astute computer user without forcing them to perform rudimentary steps and with users who barely know how to turn on the computer. Rescue allows tech support to pin point the computer issues without having the user perform a great number of steps.

Security

We know without a doubt our network is as secure as we could hope. The extra step of keeping our team members from making poor security choices allows us to not have to monitor our employees as closely as before we used Rescue.

It is a relief to not have to treat our employees like children. We know they will make intelligent choices while on our network and if they do make a poor choice we know our network will not be compromised

Customizability

Because our infrastructure is fairly simple, Rescue was plug and play for our organization which is a goal we strive for and appreciate how Rescue helped.

Alternatives Considered

NinjaOne, ThreatLocker and N-able N-sight RMM

2 of the 3 were good, maybe as good as Rescue. One was horrible and we were worse off than before we used it. Our bottomline is all things being equal, we would prefer to work with one company's products and we have had no issues with any of Logmein.

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

Adobe Acrobat, Adobe PhotoShop, Navisite Productivity and Collaboration (Microsoft Office 365 and MDM), Google Chrome

Likelihood to Recommend

Not all of our team members are as PC computer savvy as we would like, Rescue allows any issue that arises to be quickly and correctly solved the first time no matter the level of comfort with our systems. We have not come across any situations where it did not work for our set up.

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None

Mobile Interface Availability and Impressions

Yes, but I don't use it

Rescue has become a valued part of our team allowing us succeed without issue related downtime

Overall Satisfaction with Rescue