Case Study: Fordham University improves same-day IT resolution with LogMeIn Rescue

Fordham University delivers support users can trust

Fordham University, a private research university in New York City serving more than 15,000 students, needed a better way to support more than 4,000 faculty and staff computers. The university’s IT team faced privacy concerns because employees were highly protective of confidential intellectual property, lacked rights over the devices, and found onsite support inefficient for its distributed environment. Fordham turned to Rescue by LogMeIn for a remote-support solution.

With LogMeIn Rescue, Fordham implemented on-demand, permission-based remote support that removed access rights and software from the remote machine after each session, helping IT support users without compromising privacy. As a result, Fordham IT now resolves about 40% of all desktop support incidents with Rescue, increased same-day resolution from 40% to 75%, and cut response times from one to three days to immediate support.

Fordham University