Case Study: Larsen & Toubro Infotech (LTI) achieves faster call resolution and improved support visibility with GoTo's GoToAssist

Larsen & Toubro - Customer Case Study

Larsen & Toubro Infotech (LTI), a global technology consulting and digital solutions firm, needed to scale and modernize its service desk as COVID-19 accelerated customers’ digital transformation. LTI sought a remote support partner—not just licenses—that would integrate with existing tools, be intuitive for agents and users, and enable proactive support; it selected GoTo’s GoToAssist.

GoTo implemented GoToAssist with rapid, responsive onboarding and dedicated customer success teams for each LTI account, delivering seamless integration, persistent remote sessions (even through reboots) and robust reporting. The solution produced considerable time savings through reduced call times and accelerated call resolution, improved SLA visibility, and session-level insights that exposed training opportunities and drove operational improvements.

Larsen & Toubro Infotech

Collins Daniel

Head - Digital Workplace Technology Office