GUIDEBOOK LOGMEIN RESCUE - December 2013
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GUIDEBOOK LOGMEIN RESCUE December 2013 Document N183 © 2013 Nucleus Research, Inc. Reproduction in whole or part without written permission is prohibited. Nucleus Research is the leading provider of value-focused technology research and advice. NucleusResearch.com
July 2013 Document NX
T HE BO TTOM LI NE
LogMeIn Rescue enables IT teams to support PCs, Macs, and mobile devices securely
anywhere at any time over the Internet. In analyzing the experiences of Rescue customers,
Nucleus found that a single remote support tool to support multiple types of devices,
coupled with Rescue’s ease of use and management dashboards, enabled companies to
increase support staff productivity, accelerate issue resolution, increase end user
productivity, and increase customer satisfaction. In many cases, Nucleus found these
benefits delivered payback in fewer than 6 months.
T HE S I TU AT ION
The use of personal computers and mobile devices to access data and applications, obtain
information, and communicate with colleagues and customers plays a critical role in
productivity and doing business. At the same time, the consumerization of IT has driven
both business users and customers to expect rapid resolution of any technical issues. The
proliferation of numbers and types of devices (beyond personal computers) and the blur
between business and personal use have created new challenges for IT support teams:
For customer service support organizations, the same trends in complexity and
diversity apply when users download apps and configure them on their own
smartphones, tablets, or computers. Support teams and managers serving both
internal employees and external customers are challenged to accelerate time to
resolution while managing support costs.
For both internal end users and customers, support technicians often have to learn
and access multiple remote support tools and devices to address user support issues,
and the records of those interventions are stored in different applications. This makes
it difficult for support managers to have broad visibility into customer support needs
and accelerate resolution while managing costs.
For business users, the bring your own device (BYOD) trend means employees can
bring their own personal devices of choice to work and use them to access business
applications. While popular among end users, BYOD has exacerbated the challenges
for IT support teams who are now often called on to support devices without knowing
what application versions, customizations, or support updates may be installed.
Most large organizations have already expanded their capabilities beyond the traditional
help desk, phone, and chat support to meet the real-time needs of business users with
remote screen control and screen sharing. However, Nucleus has found that many
traditional tools haven’t evolved to reflect the changing nature of business devices and
computers, and that many still require users to download and install remote screen
sharing software, which slows remote technical support and reduces user satisfaction.
Nucleus Research Inc. NucleusResearch.com
100 State Street Phone: +1 617.720.2000
Boston, MA 02109December 2013 Document N183
T HE S O LUT IO N
LogMeIn provides software-as-a-service solutions that enable remote support for
computers, smartphones, and tablets. LogMeIn Rescue supports remote access of users’
devices, screens, and applications. Key capabilities of the application include:
Support for unattended access, reboot and reconnect, and multi-platform remote
control without installation of software on the end user’s device enable support
technicians to rapidly initiate and resolve support issues with limited end-user
disruption.
Internal and external technician collaboration tools, technician screen sharing, session
transfer, and support session history logs enable the rapid handoff of support issues
from different support teams or support levels.
A remote diagnostics dashboard, multi-session handling, and technician access
options enable support staff to quickly triage support issues and manage multiple
support requests from one application.
Management tools including technician monitoring and session recording, customer
surveys, and satisfaction reporting enable managers to focus their efforts of
productivity and cost effectiveness as well as customer satisfaction.
Beyond these capabilities, Rescue’s portfolio for remote support of mobile devices and
tablets, called Click2Fix, enables technicians to remotely connect to any iOS or Android
device, and quickly identify and resolve common device problems such as performance,
battery, temperature, malware, software updates, and network issues.
To better understand the benefits of Rescue, Nucleus analyzed the experiences of a
number of companies using Rescue to support both internal end user and external
customer device and computer support.
WH Y LOGM EIN RESCUE
Nucleus found companies using Rescue considered a number of different remote support
solutions and chose Rescue for four main reasons:
Rescue supports multiple platforms and devices. Rescue’s support for multiple
computer, tablet, and smartphone platforms enables tier-1 and tier-2 support
personnel to support users in different heterogeneous environments from the same
support interface.
There is no need for pre-installed software. Because remote sessions can be
generated without a forced applet download, support staff can more rapidly launch
sessions and support users in environments where security or administration
requirements prohibit software installation.
Rescue provides professional-grade security and management tools. Tools for
supervisors to monitor and manage support staff interactions and manage security
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risks (such as password caching) reduce risk and enable managers to focus on end
results.
Rescue provides support staff with a range of technology options. Collaboration tools
such as chat and whiteboard capabilities, multi-session handling, and the choice of
Web-based or desktop interfaces provide support staff with options to choose the
most effective tool to resolve end user issues.
KE Y BENE FI T ARE AS
Nucleus found key benefits Rescue customers achieved included accelerated time to
problem resolution, increased IT support staff productivity, increased end user
productivity, and increased customer satisfaction.
ACCELERATED TIME TO PROBLEM RESOLUTION
Nucleus found Rescue enabled technical experts to accelerate time to problem resolution
for a number of reasons. They could rapidly install and learn to use the software, quickly
establish remote sessions with ends users, and more quickly escalate support issues when
needed. In some cases, this meant fewer calls to resolve a specific issue; in others, it was
the ability to quickly resolve an issue on the first call. Users said:
“Often I’m dealing with users on different continents and I don’t know what kind of
connection or remote firewall they may be behind. Rescue enables me to quickly
identify and solve their problems. If I had to require them to log in through the VPN it
would add hours to resolution times.”
“We measure the value of Rescue as average handle time to solve a problem. In some
cases average call handle time went up by 5 minutes, but issues were resolved in one
25-minute call instead of two 20-minute ones.”
“We used to have to go to their location to solve a problem. Now we have the ability to
fix something within a few minutes versus taking 30 minutes just to start support.”
Nucleus found Rescue customers were able to reduce time to problem resolution by an
average of 60 to 70 percent by moving to Rescue. Those moving from a completely
manual technical support environment experienced even greater reductions.
INCREASED SUPPORT STAFF PRODUCTIVITY
Accelerated time to problem resolution led directly to measurable improvements in
support staff productivity for many Rescue users. Rescue’s end-to-end support approach,
from initiation to escalation to resolution, as well as collaboration, dashboard, and other
tools, enable support agents to manage their time more productively. Users said:
“From the agent perspective, Rescue eliminates a technology barrier where end users
don’t describe the real issue, but what they perceive. With Rescue, both the agent and
the end user are seeing the exact same thing and the agent can guide the user step by
step rather than spending a lot of time defining the problem.”
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NucleusResearch.comDecember 2013 Document N183
“I used to spend five to 10 minutes sometimes just getting access to the user’s machine,
and had to stay connected with that user. Now it happens in less than a minute.”
“I was really stretched thin. I was looking for anything that would help me to manage
my workflow better. It’s extremely helpful that Rescue ties into our inventory
management system, so when I launch Rescue everything forwards right into the help-
desk ticket.”
Additionally, Nucleus found many Rescue customers are using Rescue to support both in-
house and outsourced support staff at multiple tiers. For example, one user with multiple
platforms and applications support found that it could share the records of previous
support efforts and streamline handoffs from less-costly tier-1 support representatives to
tier-2 experts as needed. This resulted in reduced time for handoffs at each level, driving
process-based productivity increases.
For some organizations, this increase in productivity resulted in the ability for the same
number of people to provide support for a growing number of users or devices. In other
cases, companies were able to increase the productivity and capabilities of tier-1 staff to
reallocate more expert staff to other activities beyond support.
The actual productivity benefit produced by Rescue was dependent on the number of
support staff, the number of time zones being supported, and whether or not support
staff’s time was split between different activities.
Employees with 100 percent of their time devoted to support activities were typically able
to increase productivity by 17 to 22 percent by adopting Rescue.
INCREASED END USER PRODUCTIVITY
Accelerated time to problem resolution from Rescue resulted in increased end-user
productivity for many customers. This was often because support experts could provide
support when an end user was not actively using their machine or device, and, ultimately,
solve support issues faster while reducing unproductive time for end users.
Support managers said:
“Before users could be down for hours until I was able to reach them; now I can resolve
something in a fraction of the time and they can get back to work.
“One thing that’s nice for customers is the option for password caching, for example. If
a customer goes off and leaves us there we can still continue to work and resolve their
issue.”
Nucleus found that the resulting productivity increase from Rescue for end users depends
on a number of factors including the amount of time they spend using their computers,
smartphones, or tablets for critical work; their level of supervision and rate and variable
nature of compensation; and the number of devices they are able to access.
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Greatest productivity benefits for end users were often found by field service or remote
workers that only had one device available to access or enter information; for them,
reduced downtime had the highest correlation to increases in productivity.
CUSTOMER PROFILE: RICE TOYOTA
Rice Toyota is a locally-owned and family-operated new and used car dealership in
Greensboro, North Carolina. As Rice Toyota has grown, so has its dependence on
computer applications and systems to deliver a high level of customer service and
customer satisfaction. With more than 180 employees using computers to access
applications in four buildings, Rice’s small IT department was increasingly challenged to
resolve user support issues while keeping systems up and running. With an average of 80
help desk tickets a week, and employees working onsite in four different buildings as well
as remotely, the dealership’s IT manager sought a solution that would enable him to more
rapidly resolve issues and keep employees focused on serving customers.
Rice deployed Rescue to provide remote support for its distributed employees. The
benefits realized were accelerated problem resolution times, increased IT and end-user
productivity, and improved client satisfaction (Nucleus Research n182 – LogMeIn Rescue’s
ROI case study – Rice Toyota, December 2013).
ROI: 1172%
Payback: 1 month
INCREASED CUSTOMER SATISFACTION
Rapid issue resolution and increased end-user productivity indirectly resulted in increased
customer satisfaction for many Rescue customers. Support managers said:
“We’re simply better at detecting end user problems with Rescue. We’ve found that the
number of people who call back after a support session where no problem was found
has gone down by 36 percent.”
“If a customer’s sitting there and an employee can’t resolve an issue to get into CRM, we
potentially lose a customer or have a low customer service rating. With Rescue, there’s
a huge increase in [customer] satisfaction.”
“Our customer satisfaction scores are about 20 percent higher than before. We are
solving more problems, and even if we don’t solve the problem customers know we are
more knowledgeable – and Rescue is their preferred service method.”
Nucleus also found that organizations using Rescue to support their own end customers
were able to increase customer satisfaction by solving individuals’ issues more quickly. As
consumers have become more active in sharing their customer service and support
experiences on the social Web, the ability to enable internal employees to better support
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NucleusResearch.comDecember 2013 Document N183 customers and rapidly solve technical issues for consumers with varying levels of tech skills is a critical differentiator. CONCLUSION For technology support experts serving internal end users and customers alike, expectations have changed. Internal business users expect the same level of expertise and speed to issue resolution they experience with their personal devices, and customers expect real-time problem resolution. Both groups are increasingly vocal, through both public and private social networks, if their expectations aren’t met. LogMeIn Rescue addresses the growing challenges these dynamics present for both in-house and outsourced tech support engineers and supervisors by providing an intuitive, easy to install, straightforward support platform for computers, tablets, and smartphones. As companies look to differentiate themselves through their services, IT and the effective use of IT applications (without disruption) by employees becomes more critical. Nucleus found companies using Rescue could accelerate time to problem resolution and make end users more productive so they could focus their work time on other activities. Companies using Rescue to support external customers were able to accelerate time to resolution and customer satisfaction as well. Companies deploying Rescue can expect accelerated time to problem resolution, increased IT and end user productivity, and increased customer satisfaction to drive rapid return on investment. © 2013 Nucleus Research, Inc. Reproduction in whole or part without written permission is prohibited. Nucleus Research is the leading provider of value-focused technology research and advice. Page 7 NucleusResearch.com
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