Case Study: Lenovo achieves $1M annual savings and scalable global support with GoTo Rescue

Lenovo - Customer Case Study

Lenovo, a global personal-technology company serving customers in 160+ countries, needed to support a wide range of hardware and software, scale quickly following acquisitions like Motorola, reduce service repairs, and make global agent management less time-consuming. To address this, Lenovo partnered with GoTo (Rescue by LogMeIn) and deployed Rescue + Mobile and Rescue Lens for remote support.

GoTo implemented a centralized Rescue platform and API integrations that simplified global supervision, agent management, and technician navigation across regions. As a result, Lenovo reduced handle time and time-to-service—cutting cost per incident and saving roughly $1 million per year—while quickly adding and training users and eliminating manual agent changes; Lenovo also plans to integrate Rescue Lens into its consumer app for remote hardware troubleshooting.

Lenovo

Ronald Mitchell

Director, World Wide Contact Centers