On the Road with LogMeIn Rescue – Hotlanta (Part 2 of 3)

Welcome back to part two of our three part series on the key insights we gained during our travels on the road in October.  In our last blog post we covered our experience at TSIA’s Technology Services World 2013 where the topic of discussion was big data and the importance of organizations to get moving with big data.  In today’s post we will take a look at the importance Customer Engagement Management (CEM) for an organization.

We Care, Everywhere

The next stop on our USA tour is Atlanta, GA where we attended CEM in Telecoms: North America, hosted by Telecoms IQ.  The 2013 CEM in Telecoms event was attended by leading cable providers, telecommunication providers, and thought leaders in the Customer Experience Management space, providing a platform to review industry best practices in improving customer experience.  The two-day session covered many topics in the CEM space including:

  • Enhancing the customer experience across contact centers and other touch points
  • Increasing cross-functional collaboration and overcoming silo mentality within organizations

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Contrary to the graphic, most organizations don’t have a single touch point with the customer, even though many interactions with the customer are handled this way.  This was among many insights captured through our panel session and discussions, a few additional insights have been shared below: Continue reading “On the Road with LogMeIn Rescue – Hotlanta (Part 2 of 3)” »

         

The Collaboration / Productivity Quotient

collabing

image source: project collaboration tools by live and love life (CC BY 2.0) 

“Improve the frequency and effectiveness of collaboration and your teams will be more productive!” My Flipboard and Twitter feeds are teeming with articles that tell me this must be true. Yet whenever I talk to our sales team, an analyst, or a potential customer, everyone seems to be looking for “the stat” that really proves this. You know which stat I’m talking about. It’s the kind of stat that entire products and industries get built on:

17.4% of global web traffic comes through mobile
Companies adopting social enterprise have employee turnover of 2% vs 15-20% elsewhere
93% of companies using Inbound Marketing increase lead generation
60% of the time, it works every time

The closest I’ve seen to someone really coming up with a Collaboration –> Productivity number was a McKinsey report that looked at collaboration as a percentage of a knowledge worker’s day. It concluded that by improving collaboration (14% of a typical information worker’s day) you could *potentially* make employees between 25% and 35% more productive within that category. So, you’re telling me that I can make 14% of an employee’s day 25% more effective? For a grand total of 3.5% overall? When you apply scale to this number (think WalMart-type scale), this number is meaningful and must be pursued. But will 3.5% make a dent in decision making for smaller teams and enterprises? Maybe, maybe not.

So while our crack analytics and research team looks for “the stat,” let’s let logic be our guide. If you respect and like your team, you’ll probably work better together. If you believe in your company and its leadership, you’ll probably be more committed to your work. Agreed so far? OK good. Now walk a little further with me down Logic Lane: people are happier and more productive when they can choose the tools they collaborate with.

Having worked on LogMeIn’s join.me product for the last couple of years has really opened my eyes to this. Every day I talk to executives who are shocked that their half-million dollar deployment of WebEx is sitting on the shelf and that their employees are having thousands of meetings with join.me. It’s easy and they love it. They heard about it from a friend or trusted colleague, and it wasn’t jammed down their throat as part of a company-wide email. The result is more frequent, high impact interactions–including more ad hoc meetings–that help them get more work done faster without the headaches of a big formal meeting.

I know they’re more productive. You know they’re more productive. We know they’re more productive. It’s too bad just knowing isn’t always good enough.

         

Present Your Cubby Files from Your iPad Using join.me

Did you know you can share your Cubby files from your iPad using join.me? With join.me and an iPad you will never have to sprint back to the office for that last minute online meeting again. These step by step directions will get you presenting your Cubby files in no time.

Here’s how it works:

  1. Make sure you have the Cubby and join.me apps installed on your iPad.
  2. Open your Cubby and select that game changing presentation that has to be shared with the world before it burns a hole in your iPad.
  3. Tap on the file to view the presentation within the preview pane and select the “open-in” icon in the upper right hand corner (the box with the arrow).
  4. Select “open in join.me” option from the list.

join me cubby screengrab

The join.me app will open and you’ll need to log in with your join.me Pro credentials. Once logged in, choose to start the meeting with your personal link or one-time code.

join me cubby screengrab

5.  Click the start meeting button to begin sharing.

join me cubby screengrab

You are now hosting a meeting from your iPad and sharing that game changing presentation that was saved in your Cubby.

Want to try it for yourself? If you’re a join.me Pro user test it out today! If you’re using the join.me free version, set up a free Pro trial here: http://ow.ly/oYSrp

For more information, visit our knowledge base at help.join.me

         

Nucleus Research finds join.me is valuable to enterprises for external collaboration

windows explorer security error

(Image: Flickr/lorentey)

 

The independent research firm, Nucleus Research, recently interviewed several enterprises about their past web conferencing experiences with other tools and their current experiences using join.me. In the resulting evaluation research report, the join.me Guidebook, Nucleus states that one of the top four key benefits of using join.me over other tools is seamless external collaboration with suppliers and partners.

 

The enterprises questioned for the research stated that collaborating outside of their company’s networks posed firewall issues, yet the need to communicate externally was especially important, whether for vendor management and partnerships, or for working with external employees. Companies surveyed found that other web conferencing solutions ran into security or networking issues, while join.me works securely and simply through a web browser.

 

When business is moving so fast that every day, hour and minute count, companies must seize every opportunity when dealing with external firms without wasting time trying to connect with them. Not only do failed connections frustrate the internal team, but they have the potential to damper partnerships essential to the business. In such an environment where time is money, enterprises need to be able to share content across networks quickly and effectively.

 

As stated by one company in the Nucleus Research join.me Guidebook, “Some of the other programs didn’t work very well with other company networks, which made it difficult to bring vendors and suppliers into meetings.”

 

When connections count, they trust join.me.

 

About the research report

The new join.me Guidebook authored by Nucleus Research features background information on challenges enterprises are facing, a review of join.me as an enterprise solution, key benefit areas as identified by four enterprise customers, and best practices for maximizing the value of join.me.

Nucleus Research states, “Our research builds on vignettes and quotes from customers to develop a framework quantifying how organizations have achieved value from a solution.”

Start reading the full report now to see if join.me will work as your enterprise’s collaboration solution. And look for more information on this informative research in the near future.

 

Happy meeting!

         

Your Dropbox Problem is Bigger than Dropbox

fight the fudYet another cloud security scare story has been making the rounds. In this particular case, Chinese hackers targeted users by sharing a malicious file from free Dropbox accounts. While it wasn’t your traditional hack – Dropbox was not compromised and its users’ and customers’ data was never at risk — it was enough to trigger the usual slew of sensationalized stories in the press and it was enough FUD to make business leaders nervous.

Now that the dust has settled, how many IT professionals had to answer the question, “we use that app, so what are you doing to make sure we’re safe”? If you didn’t get asked this time, I’m sure it has happened before. If it hasn’t, it will. It’s an unfortunate inevitability.

The truth of the matter is that the problem here is bigger than Dropbox. Employees are using a number of cloud apps to collaborate, share sensitive information, and get stuff done, from more ‘consumerized’ apps like Dropbox and Evernote to super simple business apps like Trello and Basecamp. The characteristics of these employee-introduced apps represent a much larger issue, a much more disruptive trend that is forcing IT professionals to re-imagine what makes a great business app.

I think we can all agree that we’ve reached a point where employee introduced cloud apps are unavoidable in the workplace. They’re just too darn simple and useful, and the free-to-low-cost price tag certainly doesn’t hurt. But IT pros need a better way to monitor and understand what apps employees are using. This isn’t because they should be playing Big Brother or actively looking to block usage, but rather because they need to be better prepared to respond when these issues arise. And for the apps that businesses choose to endorse and use, there’s a need for robust controls that might help to avoid some of the stumbles and mitigate some inherent risks when using such apps.

For you IT pros out there, have you ever had to respond to the backlash such stories tend to create?  If so, how did you make your boss or business leaders feel at ease with your company’s approach/readiness?

         

Collaborate. Annotate.

Ever wish you could circle that word, highlight that line, or laser-focus on one part of your screen? Well, today you can. join.me pro now includes annotation for hosts and viewers, including drawing on the screen with a highlighter or pen, or focusing on a certain aspect of your screen with a laser pointer. You can choose up to six colors to annotate with, and we even offer collaborative annotation, where both the host and viewers can annotate at the same time. And don’t worry – you can save your annotations with the click of a button and access them at any time.

Watch the 90-second demo here:

If you have any questions, comments, or ideas on annotation, head on over to our help center where you can get answers, ask questions or submit ideas to make join.me better.

Don’t have join.me pro? Create your account today for a free, 14-day trial – no credit card required!

         

Reporting is now available for join.me pro

We’re giving you a bit of history today – of your meetings, that is. With join.me pro, you can now pull reports of your past meetings. Details include presenter name, email, meeting subject, start time, duration, number of participants and features used. You can find it in the “reports” tab in your join.me account:

Check it out now at join.me.

Happy reporting!

         

join.me now fully supports Windows 8

Today’s a good day for everyone who’s upgraded to Windows 8 – join.me now fully supports both sharing and viewing in Windows 8. Don’t have Windows 8 yet? There’s still two cool enhancements to join.me: One, your desktop app will now autofill (in the “join” field) your frequently visited personal URL’s. (Read: Less typing for you.) You can also move the join.me menu behind what you’re sharing – it’s a little more flexible now.

Happy sharing – let us know what you think in the comments.

         

New feature added to window sharing

We got some really great feedback when we put out the ability to share just one window instead of your whole screen. You loved it. You also asked for an easier way to switch between windows. So, we went back to work and came up with a cool little tool to help you do just that:

Here, you can see I’m sharing just one window on my screen. We’ve added a controller in the upper right (which you can move around, if you want), and when you click on it, it easily allows you to choose another open window to share. So now you don’t have to go back to the main menu to switch windows anymore. Easy, right?

What else would you like to see in window sharing? Let us know in the comments.

P.S. Haven’t tried window sharing yet? Take a free trial of join.me pro to check it out.

         

Schedule your meetings with a personal link

What do you want first – the good news, or the even better news?

The good news is that join.me pro users can now schedule meetings with their personal link. Check out the screenshot below – you now have the option to schedule meetings with a random, one-time code or the personal link you’ve created for yourself.

The even better news is that we are planning on adding even more goodies to the join.me scheduler, so stay tuned to the blog for updates.

What’s the next feature you’d like to see in the scheduler? Leave your suggestion in the comments.

P.S. Want to schedule join.me meetings with a personal link that’s all yours? Try join.me free for 14 days, no credit card required.