In mid-March, as social distancing became widespread in the U.S., the IT team at LogMeIn noticed some changes. LogMeIn provides remote access for people working away from the office as well as the video conferencing software GoToMeeting, so it wasn’t surprising that activity was on the rise. But the very sharp increase presented some challenges.

“The IT team runs all the contact centers for our customer care and sales teams,” says Ian Pitt, LogMeIn’s CIO and senior vice president. “We noticed our call queues were getting too big.” On top of that, he says, there were leading indicators that suggested sales were about to rise sharply as well…

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