Case Study: Southern New Hampshire University achieves faster, scalable IT support and higher user satisfaction with GoTo Rescue

Southern New Hampshire University - Customer Case Study

Southern New Hampshire University, the largest nonprofit higher-education provider, must support roughly 240,000 users across online and on-campus students, faculty, staff and alumni while meeting very high expectations for fast, modern support. Facing unpredictable request volumes and users who prefer non-phone help, SNHU turned to GoTo’s Rescue remote-support solution to deliver frictionless, high-quality assistance.

GoTo implemented Rescue (including Rescue calling cards, Rescue Lens video support and ServiceNow integration) to give agents contextual insights, seamless remote control, file transfer and video troubleshooting. The deployment — in place since 2013 — cut average speed to answer from the business unit SLA of 1.5 minutes to 25–40 seconds, handled peak volumes with only a 10–15 second pickup difference, met a 15% chat-abandonment SLA with ~30s waits, achieved a 16-minute average handle time (15:30 active), and scaled from 10 agents/50,000 users to 75 agents supporting 100,000+ users, improving reliability and customer satisfaction.

Southern New Hampshire University

Mike O’Connor

Director of System Analytics