Case Study: Motorola reduces support handle time and no-fault-found returns with Rescue by LogMeIn

Keeping customers mobile by supporting them where they are

Motorola, a telecommunications company based in Schaumburg, Illinois, needed a better way to support customers across its global support centers when agents and customers described problems differently, language barriers slowed communication, and it was hard to diagnose issues without seeing them. Rescue by LogMeIn helped Motorola address these challenges with remote support and video-based guidance for mobile devices and related issues.

Using Rescue and Rescue Lens, Motorola’s support teams could see what customers saw on their screens or devices, making it easier to resolve problems with phones, Wi‑Fi, apps, software, and hardware more quickly. The results included reduced average handle time, fewer no-fault-found device returns, and a 12% drop in no-fault-found rates during a three-month pilot with Motorola’s largest U.S. carrier, while Rescue by LogMeIn also gave the company a single support platform and reporting visibility across regions and departments.

Motorola

Theo Koufalias

Global Content Manager