If you are a regular visitor to the siteblog you may have read that I recently implemented a few licences for LogMeIn Rescue+Mobile in order to aid the support of 200+ Nokia E71 mobile phones.
LogMeIn Rescue is used by IT helpdesks to provide instant remote support to customers and employees. Gain control of a remote PC, Mac, or smartphone* over the web in seconds, without the need to pre-install software.
After only 4 days of use the service has already saved the return of 6 mobile phones back to head office. Which in turn has saved 6 account managers ‘downtime’ from their phones, and has saved the business £££’s from postage and packaging costs.
We have used the service not only to guide users through simple tasks, but to install the latest release of Mail For Exchange, reconfigure settings transfer some photo’s from a users phone to his pc, and even record a video tutorial on how to change the settings on the phone. Which has since been distributed to the phone users. With features like complete file manipulation, and remote reboot the installation of software updatesfixes is a breeze!
The web based interface saved me the hassle of having to install software to the PC’s that the analysts use, and having the service hosted took the burden out of hardware allocation in the server room!
The interface is simple, and easy to navigate allowing the analysts to take on support calls with minimal amounts of training! All be it simple, it is in no way limited in functionality. It has also enabled us to brand the service with our own company logo’s, making the integration to our other helpdesk solution seemless.
As part of the LogMeIn Rescue+Mobile licence the desktop remote support is included. Although we didn’t intend on using this, and simply purchased the licence for our Nokia’s, we found ourselves in a situation which required access to a laptop which was behind a hardware firewall. A situation which isn’t normally easy to resolve! Yet again, LogMeIn Remote+Rescue saved the day! Saving the account manager the long drive back to head office for us to resolve the issue.
Over the next few weeks, I am going to look into using this as a replacement for the current remote support solution, no doubt I will post up the results of the new trial.
LogMeIn Remote+Rescue supports a variety of operating systems including:
All of which can be controlled using the technician panel, giving the analyst a view of what the user can see taking all of the pain out of the support call!
As per the picture below, several phone are available for complete emulation. The phones not yet emulated, can still be supported and navigated using simple key combinations on your normal PC keyboard.
Once I had received confirmation from the business to go ahead with the order I found our account manager Jakob Thusgaard extremely knowledgeable on the subject and always happy to help. Answering any question I threw at him with speed and professionalism
. Making him easily approachable, and boosting my confidence with the purchase.
I have already recommended LogMeIn Rescue+Mobile to several of my friends in the field, and will continue to do so!
If you would like more information on the product and pricing, check out the official website.
If your a fellow user, or you took on the product thanks to the post – please let your comments below!