A large non-profit organization switched to Rescue after facing compatibility issues, complex processes, and other limitations while using TeamViewer as its remote IT support solution. With a corporate IT team of approximately 30 members supporting 5,300 users at HQ and over 200 users in the field, the team needed a more robust solution to deliver top quality service to their end users.
Rescue makes our lives easier.
Dave, IT Supervisor, Nonprofit Organization
Before implementing Rescue, the IT department encountered several challenges while relying on TeamViewer to provide technical support. For instance, offering a seamless experience to users who were not tech-savvy was a recurring obstacle. Initiating remote sessions and providing support proved to be a time-consuming and frustrating experience, as TeamViewer required users to undergo cumbersome processes such as local installations or multiple system updates.
Additionally, different versions of TeamViewer were installed across the organization’s user base, which frequently caused compatibility issues. The need to match software versions for TeamViewer to function required technicians to verbally guide users on how to install or update the correct version on their devices. Such a manual process unnecessarily doubled the IT department’s workload and hindered productivity.
Finally, switching to a new antivirus system further exposed TeamViewer’s limitations, highlighting the need for a more adaptable solution to maintain a high level of security and reliability.
Recognizing the blockers posed by TeamViewer, the organization opted to switch to Rescue. This transition was motivated by several compelling factors, including convenience, compatibility, and security.
A key differentiator in the evaluation process was Rescue’s simple and easy-to-use interface, which significantly reduces the learning curve, even for users with minimal technical understanding. The intuitive design also meant that less time could be spent on training and more focus could be given to actively delivering effective IT support. Additionally, Rescue allows technicians to send a one-click link for users to instantly join a session via their browser. This feature eliminates the need for prior installations, helping the IT team drastically reduce delays and increase operational efficiency.
The process of adopting Rescue was smooth and straightforward, with minimal time and effort needed for both technicians and users to get familiar with the advanced yet simple solution.
