Connecting Customers to Connected Devices/Internet of Things

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Each day more products and services are becoming connected to each other, to customers, and to employees.  Appliances, equipment, furnaces, dimmers, thermostats, machinery, medical devices, earbuds, watches, and vehicles, to name just a few, transmit and receive important information and instructions in real-time over the Internet.  Frost & Sullivan forecasts there will be 50 billion connected devices globally by 2020.

Driving the popularity of connected devices, also known as the Internet of Things (IoT), are the Customer Experience benefits. Businesses receive operations data, such as when to replenish stock, what kinds, and at which outlets. Consumers can get texts, record their favorite shows, and cut energy costs by turning on the furnace only before they leave work for home. Equipped with this information, B2B and B2C suppliers refine their product development, supply chain, delivery, and marketing strategies.

In turn, business and consumer customers can be alerted to potential problems before these become major and possibly dangerous issues.  For example, sensors can automatically relay individuals’ vital health information to practitioners. As a result, treatment and repairs are likely to be shorter, more successful, safer, and less expensive. Specialists will have a better idea of possible problems, their exact locations, and will be prepared to handle them.

But every new technology creates challenges, and connected devices/IoT is no exception. On a broader industry level Frost & Sullivan has identified interoperability, adequate bandwidth, and security as difficult but surmountable hurdles to their widespread adoption and use.

Equally critical for IoT success is the Customer Experience with these solutions. Not only must the connected products work reliably, without dangers like hacking, but they also have to be simple to use, affordable, and easily and effectively supported.

Appropriately enough, the IoT will be one of the key topics that will be discussed in a Frost & Sullivan webinar with LogMeIn on the “The Future of Customer Engagement:  Keeping Pace with the Connected Consumer” Wednesday Dec.3 at 1 p.m. ET that we invite you to join. The panelists also will look at the role of demographics and the rise of new channels, the growing importance of Customer Effort (CE), and omni-channel (from chat and virtual assistants to mobile and social). Register here to learn from and participate in this important dialog.

         

Sporadic connectivity issues with LogMeIn and join.me

UPDATE:

We’ve successfully applied a fix that should resolve the issues described below. The fix was applied last Friday, and subsequent tests over the weekend into today (Monday) have confirmed that it has had the desired effect. All services should be back to normal. Again, our apologies to those who experienced these issues.

ORIGINAL POST: 

We’re actively investigating reports of sporadic connectivity with join.me, LogMeIn Pro and LogMeIn Central. We apologize for any inconvenience this may cause, and wanted to assure you that our team is working tirelessly on a resolution. Here’s a quick update on what we’re seeing and potential options that may resolve the issues in the meantime, should you experience them.

What we’re seeing

The issues are affecting some but not all people, and result in one of the following experiences.

  • Getting ‘kicked out’ of active sessions. i.e. After successfully logging in, people suddenly appear to get disconnected or logged out.
  • LogMeIn.com or join.me homepages not loading or inaccessible. i.e. You cannot access either the join.me or LogMeIn.com website from your browser

Based on our investigation, we believe both are related to a single, common issue, and we’re actively fixing it.

What might help

One potential short-term fix is to clear your cache, close your browser and try to re-connect.  Many people who have reported these issues have since been able to connect upon further attempts.

When the issues will be resolved

Our team has been working around the clock, and we believe we have identified the contributing factors. Fixes are actively being tested and applied now.  We believe that these steps will enable us to reach a resolution by this weekend, and we will provide a further update as soon as possible.

In the meantime, thank you for your patience, and once again, we apologize for any inconvenience or disruption this may have caused.

         

[Webinar Recap] Beyond the Basics: LogMeIn Pro and Central

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Simple, immediate remote access and control is something Managed Service Providers (MSPs) count on to stay efficient every day.  LogMeIn reliably facilitates industry-leading remote access and is dedicated to ensuring MSPs get continuous value from our solutions.

Understanding how to go beyond the basics of LogMeIn Central and Pro was the focal point of a webinar held earlier this week, led by LogMeIn’s Joshua Berkowitz, Senior Manager, Products and LogMeIn Central customer Michael Chen, CEO, CSP NetworksThe webinar “Beyond the Basics: LogMeIn Pro and Central” discussed some exciting new features rolled out in 2014, tips for combining power of LogMeIn Pro and Central, and specific feature use cases to accelerate business.

In review: Autotask Integration Empowers MSPs

Creating a seamless day-to-day workflow that eliminates the need to use multiple interfaces to handle ticketing and extending an MSP’s ability to do more with less time is something LogMeIn has been very dedicated to. This August, LogMeIn announced our integration between Autotask and Central.   Berkowitz ran a brief demo and covered how the integration was designed to help Managed Service Providers (MSPs) increase their efficiency and reduce response times when managing their clients’ highly distributed, mobile-centric work environments.

Berkowitz also elaborated on key LogMeIn Pro features that enable productivity for clients, and allow IT administrators to better manage devices from anywhere.

CSP Networks and LogMeIn

Chen, who uses Central and Pro at CSP Networks, provided background on his business and their services. He relayed that LogMeIn’s quick connections and stable support provide the groundwork for the key pillars of his business.  Along with LogMeIn Chen is able to push forward their Expert IT Management, Monitoring and Support, and Complete Technology Services

Further, Chen asserted that he and his team are committed to LogMeIn because of our focus on connectivity to devices.  Chen also revealed that for his organization, LogMeIn’s fast, stable remote connectivity allows them to bring their customer service to the next level.

CSP Networks leverages advanced features to stay in control, fast easy remote access for their admins and client end-users, as well as business critical IT and automation.  All of this gives his IT staff complete visibility.  By partnering with LogMeIn, CSP Networks provides their customers – comprised of both businesses and internal IT departments– consistent support, enriched customer service and remote access and productivity for employees to work from anywhere.

If you missed out…

To hear Berkowitz and Chen discuss crucial tips for MSPs, hear how CSP Networks maximizes the value of LogMeIn Central and Pro view the webinar now.