BeyondTrust a Gartner® Peer Insights™ Customers’ Choice for Remote Desktop Software

BeyondTrust is thrilled to share that we have been recognized for the second year in a row as a Customers’ Choice in the August 2024 Gartner® Peer Insights™ ‘Voice of the Customer’ for the Remote Desktop Software Market. This recognition is based on reviews by BeyondTrust customers, which are hosted on the Gartner® Peer Insights™ platform, and indicates a high customer satisfaction for BeyondTrust Remote Support based on ‘overall experience’ and ‘user interest and adoption’.

BeyondTrust Remote Support was evaluated and recognized as a Customers’ Choice. We believe this is a result of a high rating average attributed by our customers. Over the course of the 18-month review period (ending June 30, 2024), 70 BeyondTrust customers sized with more than $50m annual revenue shared their insights about BeyondTrust on the Gartner® Peer Insights™ platform, resulting in a 4.6 out of 5 star rating and a score of 97% in ‘willingness to recommend’. Our ratings for evaluation categories included:

• Product capabilities – scored a 4.8/5.0 rating based on reviews of 69 customers*
• Sales experience – scored a 4.6/5.0 based on the feedback of 43 customers*
• Deployment experience – scored 4.6/5.0 by 63 customers*
• Support experience – scored a 4.7/5.0 from 67 customers*.

*as of 30 June 2024.

Let’s take a look at what these findings mean for BeyondTrust and our customers.

The “Voice of the Customer” is a document that synthesizes Gartner Peer Insights’ reviews into insights for IT decision makers. This aggregated peer perspective, along with the individual detailed reviews, is complementary to Gartner expert research and can play a key role in your buying process, as it focuses on direct peer experiences of implementing and operating a solution.

The Gartner Peer Insights Customers’ Choice recognizes vendors in the Remote Desktop Software market based on reviews from verified end-user professionals. Vendors placed in the upper-right quadrant of the “Voice of the Customer” graphic are recognized with the Gartner Peer Insights Customers’ Choice distinction, denoted with a Customers’ Choice badge. The recognized vendors meet or exceed both the market average Overall Experience and the market average User Interest and Adoption.

All eligible vendors are categorized into four quadrants based on User Interest and Adoption (x-axis) and Overall Experience (y-axis).

Vendors’ User Interest and Adoption scores incorporate three factors, each given one-third weight: review volume, user Willingness to Recommend, and review market coverage across industry, company size and deployment region.

Vendors’ Overall Experience is a composite score that incorporates the Overall Rating average and two sub-rating averages: Capabilities and Support/Delivery. The rating averages are the arithmetic means of the stated survey questions that are on a scale of 1 (poor) to 5 (truly exceptional). Each component is weighted in the score calculation based on the relative importance to the end user.

Vendors placed in the upper-right quadrant of the “Voice of the Customer” graphic are recognized with the Gartner Peer Insights Customers’ Choice distinction, denoted with a Customers’ Choice badge. The recognized vendors meet or exceed both the market average Overall Experience, and the market average User Interest and Adoption.

BeyondTrust Remote Support received a 4.8 in Product Capabilities and a 4.7 in the Support Experience category. These results help demonstrate BeyondTrust’s commitment to providing not only world-class products, but also exceptional customer support and service—two driving factors behind BeyondTrust’s evolving approach to identity security.

We believe these factors help distinguish the vendors that generated above-average Overall Experience scores within large sample sizes and diverse coverage. High willingness to recommend, for example, is an overall measure of users’ interest and enthusiasm based on their experience with the vendor.

Here are some recent excerpts from a few of the BeyondTrust customers who have shared their insights about BeyondTrust on the Gartner® Peer Insights™ platform in the last 12 months:

• “BeyondTrust Remote Support. 10/10 from someone who uses it every day” – “As an IT Support Manager we moved from another product to BeyondTrust for our IT support last year and it has been a game changer. Fantastic onboarding and setup assistance and the product has made us able to login to remote users' machines so much easier than before.”—Media, IT. Read the full review here
• "BeyondTrust’s Essential Tool: Making Remote Troubleshooting easy” – "BeyondTrust Remote Support has been one of the most amazing tools we have ever used. This tool has made the major problem of remote troubleshooting a very simple task due to simple and friendly user interface and its reliability and connectivity. With the help of this tool we are able to easily address technical difficulties faced by the users more quickly and effectively which in return helps us maintain our productivity and run the business smoothly. Simply put, this has been one of the hero tools of our back end operations." — IT, IT Services. Read the full review here
• "A Long-Term User Perspective On BeyondTrust Software Experience” – “We have been a BeyondTrust customer for years. The sales team has always been helpful and responds quickly to questions. The technical support team has been very responsive and knowledgeable about issues that we have experienced. "—Customer Service and Support, Education. Read the full review here
• “4 Years of Dependability with Remote Support” – “We have used Remote Support for almost 4 years, and in that time it has become an indispensable tool in my daily workflow. Due to the remote nature of work, Remote Support allows for our teams to provide top tier support to all users, regardless of their location.” Government, IT. Read the full review here
• “Solution for Effective Remote Troubleshooting: The BeyondTrust's Impact” – “We have been using BeyondTrust for some time now and it has become an invaluable asset to our organization. The remote tool allows our IT team to securely access and troubleshoot devices from anywhere, significantly reducing resolution times and minimizing disruptions. This capability is crucial in supporting our remote workforce and ensuring timely assistance regardless of location. The recording feature has been especially helpful in reviewing cases. It allows us to analyze troubleshooting steps, identify recurring issues, and improve our support processes. These recordings also serve as excellent training materials for new staff.”—Services (non-Government), Customer Service and Support. Read the full review here

Read more BeyondTrust reviews on Gartner® Peer Insights™.

“Our core mission is to solve real-world problems for our customers by protecting their Paths to Privilege™ and providing identity security that eliminates blind spots and stops attacks,” says Janine Seebeck, CEO of BeyondTrust. “Remote Support is an essential way we harden remote access pathways for our customers, prevent unwanted lateral movement, and ensure all access is appropriate across their organizations. To have the Gartner Peer Insights reviews of our customers for our Remote Support solution is meaningful validation for us that we are making a difference in their security journeys. Additionally, the feedback captured helps us improve our products in service of the specific challenges our customers face, so we can remain the proactive and trusted partner our customers need.”

Customer feedback plays a pivotal role in how we develop, shape, prioritize, and launch our solutions and release new capabilities. Every day, BeyondTrust team members listen and work closely with our customers and partners so we can continue to address their needs and help them better focus on, and achieve, their missions. BeyondTrust’s Customer Advisory Board, regular user groups, and events like Go Beyond (our annual customer and partner conference) are also highly valuable in helping us understand what’s most important to our customers.