LogMeIn- SaaS Based Product Platform for Customer Support and Engagement

CIO Vendor With clients and employees all across the globe, a Germany based ICT services provider was seeking a solution to simplify engagement with customers and employees. The CIO of the company approached LogMeIn for an efficient, cost-efficient collaboration solution that could handle company’s audio and web collaboration needs, allow quick set up of global conferences and is easy to roll out across a large organization. LogMeIn suggested join.me, an online meeting solution that provides the client the facility of unlimited international conference calling and allows collaboration on devices ranging from laptops to tablets. Moreover, the fixed monthly per-user cost model of join.me, with no license requirement for attendees, enabled the client to reduce conference service costs by around 80 percent compared to the previous solutions.

LogMeIn’s product suite fulfills one common motive of empowering customer service agents and supporting staff to efficiently resolve customer issues virtually from anywhere

Headquartered in Boston, Massachusetts, USA, LogMeIn is one of the leading SaaS companies with over 800 employees in 8 offices around the world. The leadership team of the organization brings deep expertise in delivering secure ‘Connectivity as a Service’ solutions to
mobile professionals and IT support providers worldwide. “Organizations like Microsoft, Dell, HP, Vodafone, and HTC arming thousands of customer care staff with our products, to help quickly troubleshoot and resolve issues proves the effectiveness of our products.” claims Rahul Sharma, MD- India & SAARC.

Product Portfolio to Revamp Customer Experience

Virtually furnishing all cloud/ SaaS based products, LogMeIn’s product suite fulfills one common motive of empowering customer service agents and supporting staff to efficiently resolve customer issues virtually from anywhere. This ranges from real-time, omnichannel interactions and management with products like BoldChat to remote diagnostics and remote support with LogMeIn Rescue, to proactive multi device management with LogMeIn Central. According to a third party join.me study, 98 percent of users credit join.me for improved collaboration and work quality, and 83 percent agree that the product increased their efficiency in meetings. The firm further brings to the table BoldChat, a live chat solution that offsets traditional call center volume and reduces customer support costs up to 80 percent. The omni-channel solution enables companies to seamlessly engage with customers across a variety of digital channels and devices, at any stage of customer journey and receive a consistent customer experience, from self-service to individual, personalized support. Additionally, LastPass, an effective solution to save, store and share passwords with trusted people, allows an automatic grading on passwords, thus warning clients about potential weaknesses, and auto generating passwords on client’s behalf that are virtually difficult to guess by outside sources.

LogMeIn aims at expanding geographically and economically in the upcoming times by bringing join.me’s fast experience into a broader range of collaboration needs and use cases; followed by solutions for identity and access management. Moreover, as IoT is expected to be a major driver of customer engagement in the future, the firm plans at bringing together the connected products strengths and firm’s early experience in IoT domain to address the upcoming opportunity.