Case Study: Arise Virtual Solutions boosts first-call resolution with Rescue by LogMeIn

Arise Virtual Solutions - Customer Case Study

Arise Virtual Solutions, an outsourced technical support services provider with more than 5,000 home-based agents across the U.S. and Europe, needed a better way to replace phone support and limited remote control tools with a simpler, more flexible remote support option. The company also wanted immediate support for remote workers and a way to monitor outsourced agents’ performance, so it turned to Rescue by LogMeIn.

Using LogMeIn Rescue, Arise gained reliable remote support with low latency, fewer dropped connections, and the ability to access systems even when VPN was off, across both Macs and PCs. The results included a 23% increase in first-call resolution, a 33% decrease in repeat callers, a 268% increase in support requests handled with only 80% staff growth, and about $48,000 in monthly support cost savings thanks to higher productivity.

Arise Virtual Solutions

Allen McClure

Service Desk Manager