Tell me about LogMeIn’s operations in the MEA region.
LogMeIn has a hands on approach to the way we handle business in the region. At the moment we are a direct company selling into the region. We will be launching our channel program, Elevate in the MEA towards the end of the year. We look forward to building partnerships in the channel that will strengthen our position in the region. Elevate, is the first channel program that is designed to enhance productivity through improved support and app management. As end-users introduce more devices and apps into the workplace LogMeIn has introduced Elevate to the channel in order to deliver fast support to remote PCs, Macs, smartphones and tablets, improve efficiency with integrated solutions and capture more billable hours while reducing costs. The award-winning program offers all the resources businesses in the Middle East need to succeed in the changing market. Elevate also offers AppGuru so that businesses can centrally manage and authenticate cloud apps while enforcing policies to control app curation.
LogMeIn SaaS solutions are used across the MEA region to remotely access, diagnose and manage laptops, desktops and servers. The most popular LogMeIn products in the MEA region are LogMeIn Rescue and LogMeIn Pro products. LogMeIn Rescue is used by customer support technicians to remotely diagnose and fix technical issues on a wide range of devices, from servers and PC to laptops, to tablets and even mobile phones. LogMeIn Pro is a widely used remote access product in the MEA region because of the high density of “Road Warriors” in the region. This term is used to describe professionals and businessmen who spend a lot of their time in the air or on the road. LogMeIn Pro provides them with an easy to use, secure way to access to office PC if they have the need to access data or information located there. LogMeIn is looking at the MEA region as a growing and dynamic market for these products and for our new IT products join.me and AppGuru.
What potential do you see for mobile devices with respect to your products and services? What are your plans for mobile?
As the IT world transitions to a more mobile optimized work place, the need to manage, support and optimize the usability of mobile devices becomes ever more critical. We have built mobile functionality into the core of all our products with specific focus on supporting mobile users. While the telephone is still the primary mode of support, it is steadily declining as text, social media, chat, knowledge bases, email and online communities provide new avenues for customers to get the help they need. This is driving Some organizations are embracing this evolution by implementing technologies that enable them to interact with customers regardless of the channel or the device they’re using.
Despite the torrid growth of everything mobile, many organizations have not deployed tools that would enable them to most effectively support their mobile customers. Only 24 percent of respondents to a recent IDG survey have a remote support solution enabling them to connect to a customer’s mobile device. At the same time, more than 60 percent say that such a solution would positively impact their customer service and satisfaction metrics. That disconnect suggests that many organizations might not be supporting their customers most effectively. Support solutions like LogMeIn Rescue let technicians remotely support a user’s Android, BlackBerry, iOS, Windows Mobile or Symbian device, and quickly resolve issues. It is the logical evolution of remote PC support. Indeed, when Telenor Group, one of the world’s largest wireless carriers, wanted to change the way its mobile customers receive and experience support, the company deployed technology for remotely supporting smartphones. With permission, Telenor’s support staff can remotely control a smartphone, helping customers set up wireless networks, manage security settings, transfer files and install software, even rebooting the phone if needed.
Taking it a step further, some leading device makers are bundling remote control software on their devices, enabling support staffs to remotely configure, diagnose and troubleshoot problems wherever the customer has a data connection. This technology also lets technicians collaborate on a remote session to solve more complex problems. Collectively, these tools help solve problems in a way that leaves the customer with a very positive brand experience.
What trends are you seeing in the MEA region? Which of your products and services are most popular here?
As a highly developed IT market, the MEA region displays similar macro trends as the wider IT world. The BYOD and BYOA movement has created a dynamic environment that brings great user benefits but also creates IT challenges. Our products address the ability to manage both the devices and the applications on the network, in addition we have a business meeting tool that is challenging the existing players in the collaboration space. Finally and in a sense most importantly, our tools for managing and supporting users are world class.
The number of organizations that view customer support (and more importantly, customer experience) as a strategic imperative will continue to grow. The companies that recognize and embrace the evolution and importance of the customer experience will be more likely to achieve broader business goals.
With the rise of smartphones in the region, mobility has the potential to in-crease a company’s productivity, decrease its expenses and satisfy worker needs in a variety of ways. But this mobile workforce will face increasing com-plexities as they acquire multiple devices and IT will face similar challenges supporting these devices.
Although mobile devices are a boon to the remote worker and promise in-creased productivity, they also increase the strain on the help desk.
Social media and smart devices are increasingly being used for customer ser-vice and enterprises can no longer ignore the proliferation of these channels. Add to that the growing sphere of customer influence in today’s viral world and it’s clear that consumers are dictating how they want to engage with enterprises when it comes to customer service. Competitive organizations need to understand the key trends that will impact the customer experience over the next few years in order to prepare for change.
What plans for investment do you have for the MEA region?
We are attending Telecoms World Middle East with a view to understanding the potential for further growth and investment within the MEA region. As we better understand our customers we will develop our business in the region.
The MEA region represents a truly competitive environment, where customers are more empowered than ever, organizations are looking to differentiate themselves from the competition and reduce customer churn through im-provements in customer satisfaction. However, improving customer experience is no easy task. Companies must truly understand their customers, take into consideration the full spectrum of support they demand, as well as span the different channels their clients prefer for support. Adding to this challenge, budgets allocated to improve the customer experience are low, or non-existent, as companies remain focused on reducing costs.
Subscribe to our monthly newsletter
Keep a pulse on the latest business news in the Middle East. Subscribe now.