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Independent Study Finds Remote Support a Top Priority in the Enterprise

  • 16 October, 2009 12:38

<p>Despite the rising number of enterprise mobile workers, many companies still rely on manual processes for supporting mobile workers (sending support staff to remote worker sites, requiring remote and mobile workers to physically exchange devices for them to be repaired) according to a recent commissioned Technology Adoption Profile study conducted by Forrester Consulting on behalf of LogMeIn titled Supporting Mobile And Remote Employees. However, the Forrester study found that a significant majority say remote access and remote support tools represent a key investment that would boost both end-user productivity and satisfaction with IT, as well as IT efficiency.</p>
<p>Forrester forecasts that enterprise mobile workers will make up 73 percent of the workforce by 2012. These workers already access a variety of business resources remotely, from corporate email, contacts and calendars to line-of-business applications. Forrester states that half of North American and European enterprises support more than one mobile operating system, while 46 percent of firms are now supporting personally owned devices .</p>
<p>The Forrester study states: “As the growth in mobile and remote workers is expected to continue, there is a need not only to segment users and understand their support needs, but also a need to implement policy and procedures for supporting these users and their disparate device types. Forrester finds that 60% of enterprises currently have a number of manual processes for supporting mobile workers.”</p>
<p>The study continues: “Mobility is here to stay, and investment in tools to better support mobile and remote users represents a significant upside for the business as a whole.” In fact, according to the Forrester study, 91 percent of enterprises with manual mobile support processes believe the ability to connect to a remote user’s devices would be a key IT investment. Improved worker and executive management satisfaction with IT is cited as a primary benefit (78%), with increased productivity of remote workers (72%) and IT efficiency (67%) also ranking highly.</p>
<p>“The helpdesk is often the “face” of IT in the business, but mobility is presenting new challenges for organisations to effectively support new devices and remote workers. The study from Forrester reflects what customers have been telling us—remote support not only increases the productivity of their support staff, it can significantly improve the level of satisfaction with IT at all levels of the business,” said Lee Weiner, director of Rescue products at LogMeIn. “Legacy support tools just aren’t effective in reaching off-LAN devices and smartphones.”</p>
<p>LogMeIn delivers a secure, on-demand remote support solutions called LogMeIn Rescue that allow IT helpdesks to access remote PCs, Macs and smartphones without pre-installed software or the requirement of a LAN, WAN or virtual private network (VPN).
The Forrester Technology Adoption Profile report is available as a free download at</p>
<p>About LogMeIn, Inc.
LogMeIn (NASDAQ: LOGM) makes it easy to connect and access remote computing devices—desktops, laptops, point-of-sale systems, medical devices, smartphones and more—from any internet-connected computer, including an iPhone or the in-dash computer of a Ford F-150 pick-up truck. Over 25 million registered users have connected more than 70 million devices using LogMeIn for business productivity, personal mobility and IT support. LogMeIn is based in Woburn, Massachusetts, USA, with offices in Australia, Hungary and the Netherlands, and on the web at
LogMeIn Rescue is a registered trademark of LogMeIn, Inc. in the US and other countries. iPhone is a trademark of Apple, Inc. in the US and other countries around the world.
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<p>1Forrester report “Enterprise Mobile User Forecast: Mobile ‘Wannabes’ Are The Fastest-Growing Segment,” October 9, 2008.
2Forrester’s Business Data Services (BDS) Enterprise And SMB Hardware Survey, North America And Europe, Q3 2009.</p>

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