Case Study: Wipro achieves improved service‑desk productivity and 25% fewer on‑site visits with GoTo (LogMeIn) Bold360 & Rescue

Enabling Wipro Employee Support with LogMeIn

Wipro, a global IT, consulting and business process services company, needed to modernize and automate its global end‑user support service desk to improve employee experience, with requirements for ticket automation, intelligent chat routing and agent productivity dashboards. GoTo delivered the solution using Bold360 live chat along with Rescue and Rescue Lens remote‑support tools, integrated into Wipro’s IT ecosystem to provide a single unified console for agents.

GoTo’s implementation automated routine service‑desk tasks, enabled guided self‑service and expert collaboration, and supplied detailed dashboards and reporting. As a result, 10–15% of requests moved to self‑service, first‑call resolution rose through expert collaboration, engineer break allocation improved from 15 to 30 minutes, ticket resolution time was cut by 2–3 hours via expert guidance in chat, and Rescue Lens reduced on‑desk visits by 25%, driving measurable productivity gains.

Wipro

Saravana Kumar Nagarajan

EUSS Technical Support Group