The business orientation of this communication and collaboration platform makes it a winner for companies concerned with quality and scale.
Organizations across Asia, Australia and New Zealand are starting to find some breathing space to think about adapting to the consequences of the past two years. Not all businesses have been affected by the pandemic to the same degree, but every business is now different than it was two years ago. Remote working or some form of hybrid working models are real, and organizations are considering three essential aspects of the model for the future: communication and collaboration, support and security.
Most of us have come up with a series of solutions that work half decently to cover these areas, but as we seek to support permanent hybrid work from now on, the situation is not ideal by any effort. ‘imagination.
Previously, many companies often used one platform to communicate internally and another to speak to customers. The collaboration suite used internally is unlikely to be scalable to host a large public conference and may not be ideal for a public webinar. There’s probably no easy way to move data from one app to another without asking the IT help desk over the phone to talk to remote workers throughout the process. Also, integrating the different solutions into day-to-day use might not be such a good idea without a way to implement a comprehensive security policy into it all. Especially with IT, help desks run at thousands of miles an hour, providing assistance to every home office, which has suddenly become a branch of the organization.
To help us resolve these issues and find a way forward, we spoke exclusively with Lindsay Brown, Vice President of Sales for LogMeIn in the APAC region, about building an enterprise-centric system. in which teams can function productively, whatever their function and anywhere. they can be at any given time. Lindsay told us that for LogMeIn, the concept is one of personas, where each will have specific requirements for communications, security, support, collaboration, etc., depending on role, location and task :
“When you think of an employer, an audience, or an employee organization, they have both a professional and a personal personality. We are discussing this approach with organizations in terms of general classifications that employees fit into. It therefore helps to inform technological decisions.[…] The conversation gets much bigger than what’s going to be our next meeting or video call, for example. A good example is in terms of personality at work [you] could work in some sort of customer facing capacity, or you could work in sales. But then you associate that with your personal situation, which may be that you are a stay-at-home parent or that you are a single person, but you have to take care of elderly parents, for example. And so, all of these factors, taken into account holistically, help determine how a business should think about how they can provide you with the technology to do your job.
This holistic approach needs a broad platform in terms of capacity, but which is based on three fundamental pillars: adaptability, integration and scalability. The video calling platform used among colleagues also works well for customer-centric call centers – it’s a matter of scale. This same functionality can be leveraged as part of an integrated live support in a web page or application, to speak directly to customers (adaptability) or to provide remote support (from IT or human resources) to the customer. staff working from home, in a branch, or traveling between.
One of the basic technologies that we have all become accustomed to is working from different platforms and transferring from phone to desktop, tablet and laptop. It’s the kind of almost hourly shift we all make, every day, a situation that will continue as we return – at least part-time – to an office. Lindsay pointed out that LogMeIn’s GoTo product portfolio is based on the well-known “Follow Me” VOIP switchboard concept, which is the perfect analogy to how the GoTo product suite works. He said:
“No matter where you work, whether it’s in the office, at home, or whatever, you always want your customer service to be able to take calls and have that Follow Me concept. Regardless of the location. This is especially important when you start to think about organizations. [like] financial services, for example. If you get a bad experience working with a financial institution, the cost of switching is quite low – the client decides to go elsewhere. This is where something as simple as a dropped call can have significant effects on a business. In the first weeks of the lockdown, this sort of event was fine, but not so much two years later.
During our conversation, we touched on the integration of Teams, one of the specializations of the GoTo product line. Lindsay said that while integration with the Microsoft O365 suite is a definitive USP for the business, it takes a much more agnostic approach – the platform also works well with Google and Amazon business suites, from Docs to storage. S3. The breadth of the platform and its adaptability to business-oriented environments is the differentiator among the company’s competitors.
Part of our discussion also covered that with any work from home or remotely, there is always a mix of hardware between personal and business use – which, after all, has two phones, two tablets, and two PCs. to devote carefully to each area. of work and life?
Compartmentalization is not possible 100% of the time, and in the case of basic cyberhygiene this is not a good situation. Lindsay explained how, as people, we generally choose the path of least resistance when it comes to choosing passwords for the many services we use in all walks of life:
“What is the main reason these companies are being violated? It is not a sophisticated hack. It’s just the reuse of weak passwords. What did you use to log in today? God forbid if you use your Netflix password or Facebook password. […] The problem is, hackers are smart about it. And they say, “I get your keys to the kingdom by doing a little social engineering on Facebook, and now I have access not only to your social accounts, but I also probably have access to your corporate accounts and and so on. at. This is how these guys come in; we’re saying they’re connecting rather than doing anything particularly fancy. “
Without the physical division between work and home no longer exists, password hygiene (using unique and complex passwords for each account) needs a helping hand. LastPass, also created by LogMeIn, is available on business plans for organizations that deploy this pretty much mandatory business tool, but users can segment their own passwords in the app for personal use.
This means that when local gym servers are hacked, bad actors will not have easy access to sensitive company information.
As the past two years have shown, there is little difference between collaboration across time zones and workgroups split by a few floors in the CBD office. GoTo technology that removes these boundaries between dispersed teams also powers training sessions (for clients or colleagues). It ranges from one-on-one discussions to hosting huge virtual conferences and webinars. And the same suite allows IT helpers to set up a remote printer (and share it with other group members) and deploy applications and patches to hundreds of remote (home) offices.
With LastPass Password Manager bringing security and security to the inevitable mix of personal and business online life, businesses that take business communications, collaboration, and security seriously should be thinking about the full suite of products and services. LogMeIn offerings.
Lindsay asked the question many business decision makers in Australasia and the ASEAN region are asking: “How do you support 250 individual offices now?” Not three or four offices scattered around the APAC region or otherwise, maybe ten, around the world? It’s super important right now.
With LogMeIn, the new paradigm of work gets the support it needs, but with scalable and versatile tools, allowing organizations to find new ways of working that don’t need a lot of one-off products and an approach. security cross.