Case Study: Motorola achieves faster issue resolution and reduced no‑fault‑found returns with GoTo Rescue

Motorola - Customer Case Study

Motorola, a global telecommunications company with 40,000 employees, needed to support customers across the U.S., Philippines, India, Brazil and Latin America but struggled with language barriers, mismatched issue descriptions, and an inability to visualize problems. To address these challenges, Motorola implemented GoTo’s remote support products, Rescue and Rescue Lens, to improve visibility into device and application issues.

Using GoTo Rescue and Rescue Lens, Motorola’s support agents can see customers’ screens and physical devices, eliminating guesswork and reducing communication gaps. As a result, Motorola decreased average handle time, cut no‑fault‑found device returns, and during a 3‑month pilot with its largest U.S. carrier saw a 12% drop in no‑fault‑found rates; GoTo’s tools were rolled out globally and enabled consolidated reporting and cross‑team collaboration.

Motorola

Theo Koufalias

Global Content Manager