Case Study: Southern New Hampshire University improves support response times with GoTo Rescue

Southern New Hampshire University cuts average speed to answer from 1.5 minutes to 25–40 seconds with GoTo

Southern New Hampshire University (SNHU), the largest nonprofit higher education provider in the country, faced the challenge of supporting over 240,000 users with a technology help desk that needed to manage unpredictable request volumes while meeting high expectations for user satisfaction. To address this, they turned to GoTo and implemented its Rescue product.

Using GoTo Rescue, SNHU's help desk created a frictionless connection to technical support, enabling faster solutions and a positive experience even during peak times. The solution provided reliable, scalable support that gave the university confidence to grow its online student base. A key measurable result highlighted was GoTo helping SNHU decrease its average speed to answer from 1.5 minutes to just 25–40 seconds.

Southern New Hampshire University