LogMeIn Rescue Gets Facelift: Will MSPs Respond?

LogMeIn Rescue Gets Facelift: Will MSPs Respond?

Our fourth-annual MSPmentor 100 results (coming February 16, 2011) reveal a boatload of trends -- including more MSPs leveraging various LogMeIn platforms. But LogMeIn doesn't seem to be resting on its laurels. The company has announced a sweeping update to LogMeIn Rescue aimed at enhancing functionality and usability in one stroke. The headlining feature is support for Google Android tablets and smartphones. Here's the update.

If you're not familiar, LogMeIn Rescue is the company's software-less remote help offering, enabling support agents to point users to a URL and give assistance without the need for any kind of major installation. In late 2010, SaaS help desk provider Zendesk added LogMeIn Rescue functionality to their own offering.

Rescue+Mobile for Android, as LogMeIn is calling it, lets support agents get in, see system information, transfer files, and chat with users, bringing it in line with the already-available Rescue offering for the Apple iPad tablet. Due to security restrictions on the Google Android OS itself, the official LogMeIn blog entry confirms that only telecommunications companies can get Remote Control access.

The other key features of the new LogMeIn refresh, taken directly from that blog entry:

  • Connect On-LAN lets you instantly access any unattended computer on the LAN, so you can get in and start solving with Rescue’s powerful, purpose-built support toolset.
  • Tear Away Remote Control Windows give you a new level of ease when dealing with multiple sessions at once. Now you can see all your sessions at once and move them where you want them. It’s great for multi-monitor setups.
  • New group-level customizations let you add your branding to tailor the support experience for your customers. With your brand front-and center, they’ll know they’re in good hands. You can also customize which technicians can transfer sessions and collaborate with others, ensuring that security and customer confidentiality are at the forefront.
Despite the limitations on remote control for Rescue+Mobile for Android, the update to LogMeIn Rescue seems to have great potential to help MSPs build efficiency even as they cut costs on RMM.

But is LogMeIn's growth in the MSP community a trend, or just the market adjusting to a new player? Keep watching MSPmentor for updates.

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