GoTo: The Significance of LogMeIn’s Rebranding and New, Streamlined Choices

-by Kelly Teal, SMB Group Contributing Analyst, and Laurie McCabe, SMB Group Co-founder & Accomplice

February, longtime software-as-a-service supplier LogMeIn made two key strikes. First, the corporate ditched its 20-year-old LogMeIn moniker in favor of its new, “GoTo” model.

However the announcement goes past rebranding. It has streamlined its product portfolio into two fundamental choices: GoTo Resolve, for IT service administration, and GoTo Join, for unified communications and collaboration. The 2 options share a standard underlying utility, a unified administrative system, and the corporate can also be converging person experiences throughout these options.

GoTo additionally launched a brand new accomplice program designed to make it simpler for companions to develop their companies with GoTo options.

Why GoTo’s Information Issues to SMBs

Small and medium companies (SMBs) have lengthy been a key market and a big a part of LogMeIn’s put in base of over 800,000 firms. With its new model and portfolio, GoTo is doubling down on its dedication to assist SMBs handle challenges with extra accessible and efficient options for communication and collaboration, and for IT service administration.

SMBs face many obstacles when it comes to deploying and managing know-how options. Safety considerations, determining which options will work finest, and integration difficulties high the checklist, adopted by perennial “lack of” points—together with lack of IT experience, focus and aim setting, price range, and time.

Because of the COVID-19 pandemic, this example grew to become much more difficult. Distant work immediately grew to become mainstream, and SMBs had to determine how one can handle a extra distributed workforce on the fly. Many adopted a mix of disconnected purposes to assist them remedy the extra communications, collaboration, and repair points that they had been immediately confronted with.

This advert hoc strategy has helped SMBs to climate the storm. However, it’s additionally clear that SMBs may acquire vital advantages from taking a extra built-in strategy to communications and collaboration. SMB Group’s SMB Instructions for the Way forward for Work Survey Research signifies that SMBs which have built-in all or most of their collaboration options are 3 times extra more likely to be very glad with the extent of integration than SMBs with some or no integration.

As well as, in SMB Group’s Know-how Instructions for a Altering World Survey Research, SMBs ranked customer support and inside IT help as their first and second most vital automation priorities. Right here too, hampered by lack of IT assets and price range, many SMBs cobble collectively totally different options and companies—leading to workflow gaps, incomplete and inaccurate data, and plenty of frustration.

GoTo Join and GoTo Resolve assist handle these necessities, amongst others.

Taking a Have a look at GoTo Join

GoTo’s Join unifies cloud telephony, conferences, messaging, coaching, and call heart capabilities collectively right into a single answer, full with embedded safety capabilities. It additionally gives in depth Fb integrations for higher buyer communications, and WebChat widgets, which filter web site customer interactions straight into Chat queues. As well as, GoTo Join consists of cloud-contact-center-as-a-service (CCaaS) capabilities, which the seller says might be deployed in lower than a day.  

SMBs can begin with one module and add extra as vital. Add-ons, akin to extra telephone numbers, are additionally out there. Join comes with a free trial (restricted to 5 customers) to offer potential clients a strong thought of the performance. Pricing is tiered primarily based on the variety of customers, and there’s a freemium model for very small organizations.

Peeking Beneath the GoTo Resolve Hood

IT service administration (ITSM) answer generally is a very complicated endeavor, however GoTo goals to simplify the method for SMBs with GoTo Resolve.

In accordance with GoTo, Resolve allows IT groups—or perhaps a one-person IT division—to carry out distant monitoring and administration, ticketing, and real-time help throughout individuals, units, and property (together with billboards, medical units, and point-of-sale methods). The answer encompasses a new conversational ticketing and toolset, and a zero-trust safety structure that protects endpoints from cyber threats with multi-factor authentication, signature keys, and monetary services-grade encryption. GoTo has designed Resolve to be deployed in minutes, not days.

Resolve additionally gives a free trial, a free service for as much as three brokers, and primary and normal tiers after that, in addition to add-ons akin to cell and digicam share.

Extra Energy for Companions

GoTo additionally unveiled its new Accomplice Community, which is re-designed to offer its companions with extra assets to draw new clients and develop their companies. This system encompasses a formalized tiering mannequin, help for a number of accomplice sorts (MSPs, Resellers, and Distributors), and new advantages and incentives to assist companions promote distant help, endpoint administration, and UCaaS and CCaaS merchandise to SMBs.

Implications for GoTo

GoTo’s rebranding comes on the heels of sturdy outcomes: The non-public firm reported $1.3 billion in revenues for 2021, a rise of about 8 p.c year-over-over. Its shift to a brand new identify and streamlined, simpler to make use of, and safer choices ought to assist GoTo proceed to speed up development within the SMB market. GoTo’s group has sharpened its model focus, making it simpler for SMBs to know how its options will help remedy key communication, collaboration, and IT service issues that they’ve at all times confronted–and which have been exacerbated by the pandemic. GoTo’s revamped strategy ought to resonate effectively with SMBs that must help a fluid, distributed workforce with options which might be built-in, inexpensive, safe, and simple to deploy and handle.  

Enhancements to GoTo’s accomplice packages also needs to assist them appeal to a extra various set of accomplice sorts, and make it simpler for companions to pursue new development alternatives.

Implications for SMBs

GoTo’s re-design of Join and Resolve addresses key collaboration, IT service, and monetary points SMBs face in a digital world. Simplification of the portfolio, mixed with ease of use and integration capabilities zero in on key boundaries that SMBs typically come up in opposition to when on the lookout for new options. Enhanced safety safeguards by way of zero belief entry controls additionally present SMBs with peace of thoughts that they’ll be capable to carry out distant entry and different delicate duties safely.

GoTo’s tiered pricing plans are very aggressive as effectively, giving cost-conscious SMBs an inexpensive approach to streamline key communications, collaboration, and IT service processes. GoTo’s mannequin additionally gives clients the pliability to incrementally add new performance as wanted, and as time and budgets allow.


Within the period of distant and hybrid work—and relentless threats to cyber safety—SMBs want easy-to-use, safe communication, collaboration, and IT service instruments.  

SMBs’ lack of IT experience, price range, and time forestall many from adopting built-in, complete, and safe options. Because of this, many proceed to make use of disconnected options to handle these processes. Whereas this strategy can remedy some issues, it introduces others, particularly when persons are working from a number of places. Communication can get muddled or missed when totally different purposes are siloed, and workarounds can result in safety vulnerabilities and breaches. It’s arduous to get everybody on the identical web page, with the identical data, and staff can simply get aggravated and pissed off.

GoTo’s new streamlined, unified strategy offers SMBs a brand new, extra accessible path to automate these business-critical capabilities and deal with rising their companies.

© SMB Group, 2022

Supply: Laurie McCabe’s Weblog

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