Looking for an All-In-One IT Solution LogMeIn Resolve excels in its field.
April 14, 2025
Looking for an All-In-One IT Solution LogMeIn Resolve excels in its field.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with LogMeIn Resolve
In today's world, IT professions are essential for small businesses. When these IT professionals are able to log in remotely to any customer's computer with a few easy steps, it brings customer service up a few notches. I use this software to help out customers in many ways, what I like most is I CAN connect to Mac's. It does take a few extra steps, but where Apple has attempted to block any access to the computer, it is doing no favors for its users. When they need help, they don't have time to make an appointment and stand in line at the Apple store. Many of my customers have been having issues with their Apple products. When I can log in through a webpage and resolve their problems in minutes instead of them spending hours, it boosts our customer service and PR ratings.
Pros
- Allows easy, comprehensive access to Apple products via web-based applet. (It does require customer input and cooperation.)
- It allows me to resolve issues remotely, most times within minutes instead of hours, without a physical location visit.
- It allows the customer to view my activity, giving them peace of mind that nothing untoward occurs during my interaction. I also use the record feature so all sessions are recorded, especially on rare occasions when there is an issue or question from the session.
Cons
- There is a new version offered, but I opt to use the legacy version. To me, it just makes more sense and is much easier to navigate. We IT people have enough new technology out there; it's nice not to have to learn something new. (Our brains can only absorb so much before pushing other things into storage!)
- I do wish the Apple access was better than it is, but that is more an Apple issue than a LogMeIn issue. On the customer side, on-screen instructions are always appreciated!
- I have many issues with the admin access needed to use LogMeIn. It often locks me out, with few options for the customer to resolve it other than the administrator password. Now, I am not asking you to bypass the admin password. Am I? Perhaps there should be an option for a one-time admin password instead of requiring it multiple times. Running as a service is not a recommended workaround, but possibly caching the admin password once entered for the session would be a worthwhile investigation.
- A positive ROI, the expansive remote abilities allow a minimum of 90% of our IT work without sending a technician to the location.
- 10% of our technicians travel to locations while 90% are home-based. (Office or Home).
- We used to have multiple techs attending one customer location physically (brainstorming does happen during a fire). We are now able to send multiple technicians to the same call 'virtually' without the cost of actually sending them.
The system we were using before LogMeIn was redundant. Redundancy in trouble tickets and information in our field can be dangerous. LogMeIn Resolve has changed this. We are no longer dealing with the mess we once were. Things tend to run a lot smoother since we began using the all-in-one system. I am all about inclusive software!
Do you think LogMeIn Resolve delivers good value for the price?
Yes
Are you happy with LogMeIn Resolve's feature set?
Yes
Did LogMeIn Resolve live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of LogMeIn Resolve go as expected?
I wasn't involved with the implementation phase
Would you buy LogMeIn Resolve again?
Yes
Comments
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