Case Study: Fordham University achieves faster same-day IT support with Rescue by LogMeIn

Fordham University boosts same-day IT resolution from 40% to 75% with Rescue by LogMeIn

Fordham University faced a significant challenge in providing IT support to over 4,000 faculty and staff members who were protective of their computers' privacy due to confidential intellectual property. The university's IT department needed a remote support solution that was efficient but also respected user privacy, as an agent-based tool with unlimited access was not feasible. They turned to Rescue by LogMeIn for a solution.

Using Rescue by LogMeIn, Fordham implemented an on-demand, permission-based remote support tool that is automatically removed after each session. This solution allowed the IT department to drastically cut response times without raising privacy concerns. As a result, Rescue is now used to resolve about 40 percent of all desktop support incidents, and the team's same-day resolution rate improved from 40 percent to 75 percent, offering immediate responses instead of a 1-3 day turnaround.

Fordham University