Case Study: Fordham University achieves 75% same-day IT resolution and faster remote support response with GoTo

Fordham University delivers support users can trust

Fordham University, a private research university serving over 15,000 students, needed to support more than 4,000 faculty and staff while respecting strong privacy concerns and a distributed, hard-to-reach environment. Users rejected agent-based, always-on access, so Fordham turned to GoTo and its Rescue on-demand, permission-based remote-support solution to provide efficient remote help without permanent access to endpoints.

GoTo implemented Rescue to deliver session-based, permissioned support that automatically removes access and software after each session. As a result, Fordham now resolves about 40% of desktop incidents remotely, increased same-day resolution from 40% to 75%, and moved from 1–3 day turnarounds to immediate responses thanks to GoTo’s solution.

Fordham University