Case Study: Tufts Medicine achieves secure, scalable remote IT support and cost savings with GoTo Rescue

How Rescue built by GoTo has also reduced Tufts Medicine’s costs

Tufts Medicine, a leading integrated health system in Massachusetts, faced security and support challenges with its legacy IT support product that didn’t extend to remote staff and posed high information-security risks. To address these issues, Tufts selected GoTo’s Rescue remote support solution to move to a cloud-based platform that would better protect sensitive environments and support thousands of employees and remote technicians.

GoTo implemented Rescue across Tufts’ 18,000-employee organization, enabling rapid scaling, secure audited sessions, temporary local-admin elevation, built-in camera sharing, and strong mobile support. The result: Tufts trained roughly 400–500 support staff in a few months with short classes, sped up ticket handling, cut support costs “significantly,” improved EMR consolidation and remote access, and gained fast onboarding capability (e.g., adding 100 support people in about two hours) — all backed by GoTo’s reporting and auditing.

Tufts Medicine

Andrew Duffy-Peter

Solutions Architect