Case Study: Tech Mahindra achieves faster, more efficient 24/7 remote support with GoTo Rescue

Why Tech Mahindra chose Rescue over the Competition

Tech Mahindra runs a 24/7 Centralized Service Desk from two locations in India that supports nearly 100,000 associates worldwide. Frustrated with their previous vendor’s connectivity, speed, user interface and missing features (remote reboot/connect, multi-session handling, mobile support and fast file transfer), Tech Mahindra evaluated alternatives and chose GoTo’s Rescue remote support solution.

GoTo deployed Rescue to provide fast, reliable connections, remote reboot/connect, file transfer and unified support for PCs and smartphones; technicians were proficient within a week. As a result, Tech Mahindra achieved reduced average handle time (AHT), improved first-contact resolution (FCR), and increased service-desk efficiency—outcomes the company attributes directly to GoTo.

Tech Mahindra

Prag Chaudhari

Project Manager, Technical Infrastructure Management - Centralized Service Desk