Case Study: Lenovo achieves lower support handle time and $1M annual savings with GoTo Rescue

Lenovo saves approximately $1M annually with GoTo

Lenovo, a global technology powerhouse, faced challenges in providing efficient customer support and service repairs for its wide range of hardware and software products. They needed to reduce the time required to resolve support incidents and make changes to their support agent operations. To address this, they turned to the vendor GoTo and implemented their Rescue product for remote support.

Using GoTo's Rescue + Mobile and Rescue Lens solutions, Lenovo's support teams were able to effectively address both software and hardware issues. The implementation provided admins with easy navigation of technicians across all regions and flexible reporting. As a result, GoTo helped Lenovo achieve a lower handle time and a lower time to delivery of service, which reduced the cost per incident and resulted in approximately $1 million in annual savings.

Lenovo