Case Study: Ultimate Kronos Group achieves scalable, secure remote support and improved customer satisfaction with GoTo's GoToAssist

Ultimate Kronos Group - Customer Case Study

Ultimate Kronos Group (UKG) is a global human capital and workforce management company of more than 12,000 employees serving customers in 147 countries. To support millions of users and scale security for thousands of customers, UKG needed a single, trusted remote-support tool to replace disparate remote desktop, VPN and key‑fob workflows and to meet strict data privacy requirements; they selected GoTo’s GoToAssist.

GoTo implemented GoToAssist as a centralized, secure remote‑support platform that integrates with Salesforce and ServiceNow, lets agents disable recordings for GDPR compliance, and supports UKG’s internal service desk. With GoToAssist and GoTo’s partnership, UKG now runs 400–600 sessions per weekday with 50+ support agents, has closed almost 4,000 cases since April, increased case‑close rates and agent efficiency, and maintained high customer satisfaction through the pandemic.

Ultimate Kronos Group

Paul Ducharme

Senior Director, Support & Operations