Case Study: Littlefish achieves faster, high-resolution remote IT support with Rescue by LogMeIn

Littlefish achieves 80% first-contact resolution with Rescue by LogMeIn

Littlefish, an award-winning UK managed services provider, faced the challenge of needing a reliable and professional remote support platform to resolve IT issues quickly and support its rapid growth. Their success depended on their support agents' ability to deliver a high-quality service to users across the UK and overseas. They turned to Rescue by LogMeIn for a solution.

LogMeIn Rescue provided a single consolidated tool for all remote IT support, access, and control. This solution enabled seamless switching from text-based to live support, integrated with their ticketing system via APIs, and offered tools like a one-click calling card and mobile support. The results were significant: Littlefish now hosts 30,000 Rescue sessions monthly and achieves first-contact resolution on 80% of sessions. This has been central to their award-winning customer service excellence and rapid growth, surpassing competitor response and resolution times.

Littlefish