LogMeIn Rescue, to the Rescue: Forrester Studies GoTo's Support Capabilities

LogMeIn Rescue, to the Rescue: Forrester Studies GoTo's Support Capabilities

By Alex Passett

While my colleague Greg Tavarez is a maestro when it comes to consistently providing valuable MSP Today insights, I also dabble in this space writing-wise, and I really savor learning. Part and parcel, our team also facilitates educational webinars (details here), and we may not be as successful with said webinars without GoTo’s platform. With its go-to GoTo software (pun intended), it’s basically a hassle-free experience to curate a virtual event.

GoTo’s flagship products – GoTo Resolve, GoTo Connect, and LogMeIn Rescue, namely – support enterprises and their customers connect, learn, etc. That much is clear.

Today, let’s home in on that last one: LogMeIn Rescue, or simply “Rescue,” for short.

The bar needs to be high for remote support needs, and GoTo knows that. That is why Rescue’s remote support capabilities have saved both time and money for customers. Over a period of three years, a Forrester Total Economic Impact (TEI) study examined the business and financial benefits of Rescue.

And earlier this week, GoTo announced this Forrester TEI study’s findings.

Respondents reported:

  • A nearly 400% ROI (395%, specifically) and millions of dollars in savings.
  • An estimated 57% reduction in time spent on IT support for laptop and desktop issues, and 23% reduction for mobile issues.
  • 68% reported increases in employee productivity due to shorter IT support wait times.
  • A 45% cost reduction for in-person IT support and a 15% reduction of in-person support trips by using remote support tools.
  • Up to a 28% increase in customer satisfaction scores across all respondents.
  • Full payback on the cost of purchasing Rescue in less than 6 months based on cost savings.

“It used to take us an average of 10 interactions [with a customer] per issue, each taking 20 to 40 minutes,” said one of the respondents in the study, a technical program manager in customer success at a technology company. “Now, that is down to seven interactions – down 30%.”

“The findings from the new Forrester study further demonstrate the value that Rescue brings to thousands of enterprises around the world looking to increase security and productivity, while reducing spend at a time when IT is more important than ever,” said Paddy Srinivasan, CEO of GoTo. “Our goal at GoTo is making IT easy so customers can focus on what matters most to them – and these results show that Rescue is doing exactly that.”

Edited by Greg Tavarez
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