Having a Problem With Your Smartphone?
WOBURN, Mass., June 28, 2007 (PRIME NEWSWIRE) -- LogMeIn, Inc., the world's leading provider of remote connectivity and support tools, today announced new software that enables customer care representatives at wireless carriers, IT support organizations and corporate IT departments to quickly and securely access and remote control smartphones to diagnose and fix problems -- or even train end users.
According to IDC, 81 million converged mobile devices were shipped worldwide in 2006, and that number is expected to grow to more than 300 million by 2011.*
LogMeIn Rescue Mobile, the newest software-as-a-service (SaaS) in LogMeIn's growing family of IT support services, is the first web-based service that enables technicians to remotely access and take control of a smartphone -- and optionally the connected PC -- simultaneously. Technicians have a replica of the smartphone on their computer screen and can push buttons, manipulate the screen and control the device as if it were in their own hands.
"As mobile phones -- and other devices -- become increasingly complex, carriers and support technicians face a troubling pain point: supporting, troubleshooting and even training phone users," said Stacy Sudan, Research Analyst, Mobile Enterprise Software, IDC. "By using a product such as LogMeIn Rescue Mobile, there is an opportunity for the carriers and internal IT shops to reduce costs and for outsourced IT providers to offer more value to customers."
"The ability to instantly and securely access a smartphone benefits both sellers and users of these devices," said Michael Simon, CEO of LogMeIn. "For carriers and support organizations, this will significantly reduce the time and cost associated with supporting increasingly complex devices. For users, it reduces the frustration associated with the configuration and support of a handset that they may otherwise give up on and return."
Enabling Remote Support -- No Matter What Type of Device
LogMeIn Rescue brings powerful and flexible remote support tools to IT support organizations charged with supporting computers that are outside a traditional corporate environment. That expertise is now available to the fast-growing base of end users who are using smartphones as their out-of-office connectivity device.
More Devices Means Rising Demand for Support and Associated Costs
As enterprise infrastructures have become decentralized and more distributed, the need for remote support solutions has risen dramatically. Sophisticated smartphones add to the need for and the complexity of supporting a far-flung IT infrastructure, as these users typically turn first to their IT departments for help.
"Before we started using LogMeIn's computer support products, servers were our biggest customer support challenge," said Patrick Sullivan, CIO of All Covered, a leading IT service provider company. "Now it's smartphones, and the ability to provide the same level of sophisticated remote support for mobile devices as we have for servers and desktops is a huge benefit to us and our clients."
About LogMeIn Rescue Mobile
LogMeIn Rescue Mobile is highly scalable and easily configurable for thousands of technicians and can queue millions of sessions. Technicians can simultaneously support smartphones and computers from a single console.
The support technician directs the device owner to a webpage, where a small applet is downloaded to the mobile device. The end user is provided a connection code that can be given before connecting to the Internet or while speaking on a land line. The technician then connects to the mobile device to gain complete control. At this point, the technician can make fixes, update software, conduct training sessions or configure settings -- even view the display and use the keypad, as if the phone were in his hand.
Availability
LogMeIn Rescue Mobile will be available for preview in July with support for smartphones running the Microsoft Windows Mobile operating system. The preview is available initially for the Palm Treo(tm) 700w/wx at (https://secure.logmeinrescue.com/mobile/preview). Subsequent versions of LogMeIn Rescue Mobile will support the Symbian and Blackberry operating systems.
About LogMeIn, Inc. -- www.LogMeIn.com
LogMeIn, Inc. offers the world's largest remote connectivity service with more than 20 million networked computers. The LogMeIn family includes LogMeIn Free, LogMeIn Pro, LogMeIn Ignition, LogMeIn Rescue, LogMeIn IT Reach, LogMeIn Backup and LogMeIn Scout. These, along with RemotelyAnywhere and LogMeIn Hamachi, provide secure remote access, support and administration to mobile professionals, helpdesk and system administrators worldwide. LogMeIn is based in Woburn, MA with European headquarters in Budapest, Hungary.
"Windows" is a registered trademark of Microsoft Corporation. "Symbian OS" is a registered trademark of Symbian Software Ltd. "Blackberry" is a registered trademark of Research In Motion Limited.
*Source: Worldwide Converged Mobile Device 2007-2011 Forecast and Analysis (IDC #206585, May 2007)