Case Study: World-Renowned Car Manufacturer achieves faster repairs and remote expert support with GoTo

How GoToAssist helped this world-renowned high-performance vehicle manufacturer improve customer experience and job satisfaction

World-Renowned Car Manufacturer, a global high-performance passenger and commercial vehicle maker, faced the challenge of delivering premium, same-day service across dozens of workshops in Australia and New Zealand (supporting roughly 200–250 cars at any time) while keeping technicians up to date on rapidly evolving vehicle technology. With travel restricted by COVID, the manufacturer needed real-time, instant support to help shop technicians diagnose and resolve complex issues without relying on on-site “flying doctors.” The organisation turned to GoTo’s GoToAssist, which was already installed on its diagnostic equipment.

Using GoToAssist, the manufacturer gave its technical operations team remote “eyes” on shop diagnostics, enabling specialists to see what technicians see, perform dealer-level tasks remotely, and coach new and independent-shop techs in real time. GoTo expanded the team’s reach, reduced the need for travel, sped up issue resolution, improved customer experience and technician job satisfaction, and helped prevent small problems from escalating—demonstrating measurable operational gains in faster fixes and broader support coverage thanks to GoTo.