Case Study: Wipro improves employee support and service desk productivity with Rescue by LogMeIn

How Wipro created a better service desk experience for users with LogMeIn

Wipro Limited, a leading global IT, consulting, and business process services company, wanted to improve its global end user support service desk and employee experience. Rescue by LogMeIn was selected to help automate ticket handling, enable intelligent chat assignments, and provide productivity dashboards that could integrate with Wipro’s existing IT ecosystem.

Rescue by LogMeIn implemented Bold360 live chat, Rescue, and Rescue Lens to unify support in one console, automate service desk tasks, and connect experts into support sessions. The result was improved self-service, higher first call resolution, a 10–15% reduction in remote support requests, 2–3 hours faster ticket resolution for SME-related issues, and a 25% reduction in on-desk visits, along with better agent productivity and reporting.

Wipro

Saravana Kumar Nagarajan

EUSS Technical Support Group