SOFTSQUARE CASE STUDIES

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Salesforce Connector for GoToAssist Remote Support

COMPANY BACKGROUND

LogMeIn, Inc. (NASDAQ:LOGM) simplifies how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. One of the world’s top 10 public SaaS companies, and a market leader in unified communications and collaboration, identity and access, and customer engagement and support solutions, LogMeIn has millions of customers spanning virtually every country across the globe. LogMeIn is headquartered in Boston, Mass with locations in North America, South America, Europe, Asia and Australia.

CHALLENGE

Tech support companies using Salesforce Service cloud for managing cases and using Remote Support application to connect with remote computers don’t have a seamless way to record session details in the case.

SOLUTION

  • Built a Salesforce connector app as a managed package which would help support persons to start Remote Support session from Case detail page on a button click and automatically record session details in the Case.
  • Exposed unauthenticated REST service via Force.com site which would be used as callback to post sessions details from the Remote Support application.

RESULT

  • Seamless experience for support personnel to initiate Remote Support sessions from Case detail page on a button click.
  • Increased productivity of the support personnel by removing the need to manually update case with the session notes and key details.