Case Study: Zylpha achieves faster, more effective remote support for legal clients with GoTo Resolve

GoTo Resolve gives Zylpha support analysts ‘eyes on the screen’ to improve query resolution for legal sector clients

Zylpha, the UK’s leading innovator in secure electronic document bundling, needed reliable remote support so its technical analysts could see customers’ screens and quickly diagnose issues for time-pressured legal clients. The company had been using GoTo Assist from GoTo but sought a more comprehensive tool to improve connection clarity and troubleshooting efficiency.

GoTo offered its all-in-one IT support platform, GoTo Resolve, which Zylpha piloted and then adopted. GoTo Resolve adds a connection console that shows the steps customers take, screen-sharing, access to system logs, file transfer, chat, device management and background access. The switch lets Zylpha provide reactive and proactive support to more than 2,000 active clients worldwide, makes customer connections simpler, and helps analysts resolve problems more quickly.

Zylpha

Debi Davies

Operations Manager