Reporting for IT Management Made Easy

Student's finger on trackpad of computer.

As an IT administrator, you likely field questions, complaints and requests from management, vendors, and of course, executives – sometimes all at once. With a few simple reporting tools you can be the IT hero and do your job effectively while proactively addressing outside these requests. Here are a few best practices when it comes to IT reporting:

Cut out information silos

Set up automated graphic reports on inventory, performance and user reporting all in one place to get high level operational information to stakeholders in an instant.

Troubleshoot on the fly

Dig in to computer activity, network performance and connectivity reports to diagnose and solve problems quickly to minimize downtime.

Show your value

Often IT is only talked about when something (bad) happens. Show business leaders that you’re more than just a repair team. Use Central reports to forecast IT needs, educate users on resource usage and maybe even save some money while you’re at it.

Visit our Knowledge Base to walk through additional best practices and login to set up and automate reports for you and your team.

 

         

Improve your customer service with LogMeIn Pro

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The benefits of LogMeIn Pro extend beyond the flexibility to access your computer and files. As a small business owner, Pro allows you and your employees to offer even better customer service than you already do.

Whether you’re remoting into a customer’s computer to provide support or giving employees access to on-premises software that enables them to serve customers better, Pro improves the experience you’re able to offer to customers.

Take Tremendous Maids for example. Tremendous Maids is a residential and commercial cleaning company in the Boston area. Co-founder and CEO Victoria Amador brought Pro to her business to increase employee flexibility to schedule cleaning appointments from anywhere. Employees don’t have to be in the office to schedule and access the calendar, but rather, they can remote into the software from anywhere — whether they’re at home or already at an appointment.

This flexibility allows Tremendous Maids to provide superior customer service and allows Victoria to maximize growth of her business.

“LogMeIn has been a lifesaver for us. Our scheduling software is on-premises only and with LogMeIn Pro, we can access the system remotely. This provides flexibility for us as a business and allows us to provide superior service to our residential and commercial clients.” – Victoria Amador

         

Customize your Remote Session with Pro

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Get the most out of each one of your sessions by using the remote control toolbar and customizing features that make each session just right for you. From the remote control toolbar you are able to access features and adjust settings such as:

  • Magnify: This is perfect for small text or simply a screen with a low resolution. Just click magnify in the toolbar and a pointer will appear. Drag the pointer to the area you want to magnify and you’ll see it at 100% of its original size.
  • Color Quality: Select a lower setting to optimize the amount of information transferred during remote control, or select a higher setting to improve the quality of the image.
  • Resolution: Improve the clarity of your sessions by adjusting the resolution.
  • Screen Blanking: Make sure the screen of your work computer is blank during a remote session so those in the office can’t see what you’re doing.
  • Chat: When in a remote session, you can initiate a chat conversation with the user whose computer you’re remoting into it. You can start the chat right from your toolbar and end it at any time.

During your next remote session, explore these features and settings to customize the experience to meet the needs of you and the user or client that you’re supporting.

         

AU BON PAIN KEEPS CAFES UP & RUNNING WITH CENTRAL

From its headquarters in Boston, bakery-café chain Au Bon Pain keeps tabs on the point-of-sales (POS) equipment and back-of-house servers that keep business humming in their hundreds of locations throughout the chain. Keeping their POS systems in good running order is essential to Au Bon Pain’s success because downtime can easily translate into long lines and lost revenue.

To manage the 700+ terminals and 160 back-of-house servers running throughout its operations, Au Bon Pain chose LogMeIn Central. Central allows businesses to remotely monitor and manage computers, and automate routine tasks and take care of other IT processes without interrupting end users.

Today, employees across all functions of Au Bon Pain regularly use Central and it has transformed their business. Now employees in the global headquarters and across the world can manage and maintain terminals and in-house services from wherever they’re located.

To learn more about Au Bon Pain’s implementation of Central and the results they’re seeing, read the complete Au Bon Pain eBook here.

ABP eBook

         

The Evidence Is Mounting: Your Customers Are Turning to Live Chat

In early 2015, Software Advice published a report on live chat for customer support, and we wrote about their findings – the growing reliance on live chat, the millennials’ preference for it – in a previous post. They’ve now published a follow-up infographic which provides a quick summary of additional research findings on live chat. What they’re reporting is very interesting and underscores the growing importance of including live chat as a support channel.

  • 49% of online customers prefer to ask their questions via chat
  • For the 18-34 age demographic, 60% always prefer chat over phone
  • Not wanting to wait on hold is the reason 33% of consumers prefer live chat

One of the most important findings was from Gartner: by 2016, 89% of all companies will be competing on the basis of customer experience (CX). And live chat is increasingly essential to delivering excellent CX.

All of this confirms what those of us here at BoldChat find when we talk with our customers:  customer experience matters, and for more and more consumers, live chat is a critical component of CX.

You can read more about Software Advice’s new infographic here.

Software Advice_Live Chat: The CX Silver Bullet_Infographic

         

Take the task out of multi-task with One2Many

What type of proactive support are you able to provide to your remote machines right now? If the answer is none or I don’t know, then you need to explore automated task management. For Central Premier users, One2Many’s automated task management helps IT admins prevent problems before they even start.

With LogMeIn’s One2Many, you can install software, distribute files, run scripts and remote commands across multiple computers simultaneously. What does that mean for you? You’re able to easily setup and monitor automation, machine maintenance and task delivery for a streamlined process. Not only does this save you time in the long run but it means your IT support is no longer just reactive, but also proactive.

Let’s walk through the setup of a sample task. Your goal is to distribute a new virus scan software to the sales team’s Windows hosts. You want this to happen on December 21 at 23:00. Here’s what you need to do:

  • First, create a task called “Install Virus Scan Software” and include the relevant .msi file as a resource.
  • Next, create a plan called “Sales PCs Dec21 23:00” that includes all computers in the group “Sales PCs” and schedules the task to run on December 21 at 23:00.
  • When creating the plan, ensure that the task “Install Virus Scan Software” is assigned to the plan. Otherwise the plan won’t know what to do.

It’s as easy as that. Central Premier users, start exploring One2Many today, and for new users, start a free trial of Central today to try Premier’s features free for 14 days.

         

Give more access this holiday season with LogMeIn Pro

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It’s the season for giving, and with LogMeIn Pro, you can now give access to as many users as you want. Whether it’s access to computers or files,  like presentations or planning documents, you can extend access to as many users as you’d like, with no restrictions, regardless of which Pro subscription package you have.

With the ability to give access to any and all necessary users, your team will be more productive than before and it will be even easier to work from anywhere. With unlimited users, your team will be benefit from:

Extended collaboration – No matter how large your team is or where they’re located, share access to computers and documents with them for instant collaboration. With shared file access, you can quickly and easily send large files without dealing with oversized email attachments.

Greater flexibility – Unlimited user access enables greater flexibility so you can get your work done anywhere, anytime. You might need to give your entire team access to on-premises software that lives on a work computer, or give a contractor access to a computer in the office. With no user limit, there are no restrictions on who or how many people you share those computers with, which makes everyday tasks that much simpler.

More productivity – Gone are the hours spent wrangling a large file to send via email or figuring out the best way to share it with colleagues. You’ll also spend less time on user management – no more deleting old users so you can have room to add new ones. You can now share computers and files with as many users as you like.

Bottom line? LogMeIn Pro allows you to customize your business and define the best way for your team to work together and be productive. To start adding more users, simply login and click “Users” in the left-hand menu.

         

Three IT reports you should be running

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As the IT administrator at your company, you’re responsible for much more than just keeping computers online, supported, and updated with the latest software. Most likely you also need to report up the chain on IT operations, hardware and software usage, needs and challenges, and more. This can be a challenging piece of your role, but it doesn’t have to be.

With advanced reporting and analytic tools, you have a wealth of data at your fingertips that you can use to analyze accounts and create customized reports. LogMeIn Central’s inventory of data gives you the flexibility to create and run reports based on whatever your needs might be, whether it’s software usage, user activity, or CPU usage.

We asked power users of Central which reports they rely on most, and the top 3 reports they pull on a regular basis are:

  1. Inventory reporting: Many IT administrators need to keep track of the software licenses in use by employees and manage the purchase of new licenses. With Central, you can create a report for a specific software, such as Adobe Acrobat or Microsoft Word, to know how many licenses are in use on computers in your network.
  1. User reporting: Keep track of all users in your network with a report that tracks who logged in, when they logged in, and from which IP address. You’re also able to easily see the permissions that each user has with individual hosts.
  1. Performance reporting: If you need to understand which computers in your network are at the top of their capacity, create reports that track CPU usage, memory, disk space, and more. This will identify the machines that are consistently operating at their maximum and indicate to you those that might need to be updated or replaced in the near future.

With these reporting tools, keeping your IT organization in control of all users and computers in your network, regardless of how many end points you manage, doesn’t have to be a burden. As a Central Premier user, you can get started with reports right away. To learn more about the types of reports you can run, check out the Getting Started Guide.

         

Winner winner…

Two cheerful young people using computer and celebrating their success.

To kick off the holidays we just want to say a big thank you to all of our customers who rely on Rescue, especially during this sometimes-stressful season. As a token of our appreciation we wanted to give back to some top technicians.

At the beginning of November we kicked off a campaign where managers or coworkers could nominate top support technicians they feel go above and beyond day in and day out. So today we are here to thank – and brag about – some of the top LogMeIn Rescue technicians!

Grand Prize Winner:

Nominated by her Manager Chad at Command Central

Kathy uses Rescue to support our customers who need help and guidance with a complicated software product. Her dedication and patience with one particular customer has made all the difference in making sure the customer is able to perform their job in pressure situations. Kathy has spent hours using Rescue to do so.”

Additional Winners:

Nominated by Adelmo at CharEm ISD

Mike is always going up and beyond what the customer thinks they want. He will arrive early or is always staying late to accommodate our staff. He is very knowledgeable and uses that knowledge as his strength.”

Nominated by Jeff at Evenflo

Braden is a bright star in our IT Support staff. He continually provides fast, friendly and efficient support to any user in our organization. We were recently purchased by another company, and he jumped all in to make sure we could support multiple new users in multiple sites in the US.”

Nominated by Raju at Securifi Inc.

Mirza is incredibly awesome in going the extra mile and making sure his customer is happy at the end of the day. He has proven that in many instances. He is very much a hard working person, who always ensures every customer is important for the company, for his team and for himself. It doesn’t matter if it’s his first call at the 9th or 10th hour, he has the same energy.”

Nominated by her Manager Rob at Affiliated Foods Midwest

Paula is awesome. She has been working for me for about 3 years now. She provides very good customer support, and completes all assigned tasks/duties completed effectively & efficiently.”

We received many more great testimonies of Rescue technicians going above and beyond. As we continue to evolve to meet your support needs, we want to say thank you!

         

BoldChat’s Holiday Heroes

As we ramped up for the 2015 holiday season – and the chaos that was bound to ensue – we invited people to tell us how their customer service teams prepare – what challenges they face, what their priorities are, and best practices to share. Meet our five Holiday Heroes below!


Angela Doty

Angela is a Contact Center Team Manager at Blackbaud, and here’s how her team prepares for their peak season:

Our busy season is actually in January when non profits are ready to get out last years giving statements. We use the month of December to train and develop additional analysts to move to our chat platform. Our goal is 80% chat adoption by our clients. We are working on providing the best support when they click on that button. Our goal is to continue to reach a 93% Customer Satisfaction Score! Culture at Blackbaud is an important focus. Our chat team really is like family. We provide focused training on our busy season contact drivers and focus on internal promotions to lead roles for continued advancement and development.


Linda Cook

Linda is a Senior Customer Support Manager at Classic Accessories. Here’s what she had to say about how her team gets ready for the holiday season:

-plan for remote work capability due to possible weather conditions
-black out on vacations more than 2 days during season – overtime is not restricted
-pre-planning meetings to discuss and remove obstacles to smooth and timely operations
-morale enhancing strategies on a weekly basis for support team during the season (lunches provided, lots of chocolate, stress relief actions, coffee cart brought in, etc.)
-allow holiday activities (gift exchange, decorations, stocking stuffer wall, etc.)
-keep after senior management to acknowledge support team efforts


Kimberly Ward

Kimberly is a Flood Underwriter at Southern Farm Bureau Casualty Insurance Company, and here’s how her team prepares for the holiday season:

During the holiday season our number one focus is always customer service. Staffing and service levels are monitored to ensure customer satisfaction. We understand that it is frustrating when a customer is unable to reach us. Unfortunately, with the holidays absences are increased, but we can’t allow that to impede on the service we provide.


Jason Acevedo

Jason is the Senior Director of Ecommerce Operations, Imports and Company Logistics at The Limited. Here’s what he had to say about how his team prepares for the holidays:

1) People: ensure we have the right talent at the right time to support our goals.
2) Process: test and retest our processes at different orders of magnitude to allow us to meet our commitments and handle volume/load.
3) Tech: ensure we have the right tools with the right capacity to meet demands.


Juliana Booth

Juliana is an E-Commerce Supervisor at The Orvis Company. Here’s how her team gets ready for the holidays:

As a retail company, the holidays are a busy time for us. Before we start approaching the season, we like to go over what we did the prior year – what worked, what didn’t, what issues we encountered and how can we get a head start to fix/avoid those this time around.

In the midst of hiring additional staff and working long hours, we also like to look for opportunities to give back and have fun. Some examples are employee pot luck/food days, days to “dress like your favorite Christmas character”, and opportunities given to allow everyone to give to/support local charities.

Thanks to everyone who submitted nominations!

Photo Credit: Icomoon from flaticon.com