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TechValidate Research on LogMeIn

These pages present data that TechValidate has sourced via direct research with verified customers and users of LogMeIn. TechValidate stands behind the authenticity of all published data. Learn more »



4,378 Customers Surveyed

30,236 Data Points Collected

343 Published TechFacts

38 Published Charts

14 Published Case Studies



Featured Research Collections for LogMeIn

Curated collections and slideshows of TechValidate research data on LogMeIn.



Selected Research Highlights


Case Study: Goodwill Industries

Introduction

This case study of Goodwill Industries is based on a August 2015 survey of Citrix GoToAssist customers by TechValidate, a 3rd-party research service.

“We have a limited IT staff and we have locations that are two hours away. We have saved thousands in travel time and mileage expenses with GoToAssist. When I first proposed getting it, I said that it would pay for itself in a year and it ended up paying for itself in less than 6 months.”

“We didn’t have a previous provider. GoToAssist was my first choice when I came onboard here.”

“GoToAssist is a support tool we couldn’t survive without.”

Challenges

  • Experienced the following challenges before implementing Citrix GoToAssist Remote Support:
    • Lengthy support calls or sessions
    • Difficulty identifying issues
    • Low customer satisfaction
    • Excessive travel

Use Case

  • Offers the following type of support:
    • Internal (IT help desk)
  • Uses the following capabilities of GoToAssist Remote Support:
    • Live customer support
    • After-hours maintenance and updates
    • Software setup and user training

Results

  • The following GoToAssist Remote Support features improves their productivity:
    • Remote desktop control
    • Unattended machine access
    • File transfer
  • Rated the impact of the following:
    • Increased customer satisfaction: 51-75%
    • Reduced travel and support costs: greater than 75%
    • Improved first-contact resolution: greater than 75%
    • Increased productivity/efficiency: greater than 75%

Case Study: Medium Enterprise Computer Software Company

Introduction

This case study of a medium enterprise computer software company is based on a November 2014 survey of OpenVoice customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“The staff at Citrix fully educated us on the OpenVoice solution and has provided wonderful support that we, as an organization, have come to rely on. Through this process we have discovered features that have saved us time and money. In addition, some of the features were there in our previous solution, but we simply never knew they were there.”

Challenges

  • Chose OpenVoice for the following reasons:
    • Lower cost
    • Ease of use
    • Better audio quality and reliability
    • Features (e.g. admin portal, recording, mobile app, Outlook plug-in)

Use Case

  • Uses OpenVoice for the following:
    • Presentations/demonstrations
    • Project management
    • Sync-ups/check-ins
    • Training/education
    • Customer support
  • Has employees that use the OpenVoice mobile app in the following times and locations:
    • During their commute
    • While traveling for business
    • While working remotely

Results

  • Finds the following easier since using OpenVoice:
    • Assigning audio conferencing costs to appropriate departments/projects/clients
    • Analyzing usage patterns to better forecast costs
    • Managing organizers and access rights
    • Providing end-user support
    • Satisfying the communication needs of the business
  • Has achieved the following with OpenVoice:
    • Improved productivity
    • Improved collaboration
    • Decreased travel costs
    • Improved project management
    • Shortened the sales cycle and closed more deals
    • Improved training and education
  • Finds OpenVoice significantly easier to manage compared to previous solutions.
  • Has improved productivity with the following OpenVoice features:
    • Ability to add/delete users and manage groups in Admin portal
    • Outlook integration
    • Mobile app
  • Rates the following attributes of OpenVoice in terms of how they compare to the competition:
    • user provisioning & management: much better
    • ease of use: much better
    • call quality and reliability: much better
    • price: much better
    • customer support: significantly better
  • Has seen an increase in value by 50-74% since investing in OpenVoice compared to their previous solution.

GoToMeeting telecommunication cost-savings by job function

How much do you calculate your organization has saved in annual telecommunication costs by adopting GoToMeeting?

Average Response by Job Function:

Product Management
31%
Executive Management
67%
Consulting
18%
IT
44%
Marketing
20%
Sales
89%

Citrix GoToWebinar Customer Testimonial

GoToWebinar helps to create the impression that I am an expert in my field. The fact that I am putting something like this on gives the impression that I am a solid and professional enterprise and bigger than I really am. It is a good tool to reach an ever fragmented audience.

James Kemper, Senior Executive, W.H. Meanor & Associates

GoToMeeting Cost-Savings by Industry

How much do you calculate your organization has saved in annual travel costs by adopting GoToMeeting?

Average Response by Industry:

Aerospace & Defense
27%
Agriculture
15%
Automotive & Transport
23%
Banking
15%
Chemicals
20%
Computer Hardware
15%
Computer Services
31%
Computer Software
34%
Construction
12%
Consumer Products
17%
Consumer Services
27%
Educational Institution
32%
Electronics
21%
Energy & Utilities
21%
Financial Services
35%
Food
30%
Government
26%
Health Care
25%
Hospitality
21%
Industrial Manufacturing
23%
Insurance
34%
Media & Entertainment
39%
Membership Organization
8%
Metals & Mining
16%
Non-profit
12%
Pharmaceuticals
4%
Professional Services
30%
Real Estate
55%
Retail
36%
Security Products & Services
4%
Telecommunications Equipment
17%
Telecommunications Services
30%
Transportation Services
35%
Wholesale Distribution
0%
Overall Average
29%

For international clients, it takes away the need for expensive flights and enables us to ‘meet’ earlier in the process. Plus, it enables better collaboration for freelancers/contractors who can’t always get to our offices.

Marketing Professional, Small Business Media & Entertainment Company, United Kingdom - Survey: 'From Startup to Scale-up'



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