Case Study: Southern New Hampshire University achieves faster, scalable IT support with Rescue by LogMeIn

Meeting High Expectations in Higher Education

Southern New Hampshire University (SNHU) needed a scalable way to support more than 240,000 users, including online and on-campus students, faculty, staff, and alumni, while meeting very high expectations for speed and customer experience. Using Rescue by LogMeIn, the university’s Technology Help Desk had to handle unpredictable support demand during peak periods and provide help in a way that felt as quick and easy as modern communication tools.

With Rescue by LogMeIn, SNHU implemented a frictionless remote support workflow using a Rescue calling card, contextual agent information, device control, file transfer, and Rescue Lens video support, with ServiceNow integration to streamline tickets and sessions. The results included reducing average speed to answer from a 1.5-minute SLA to just 25–40 seconds, keeping pickup-time differences to 10–15 seconds during peak events, meeting a 15% chat abandonment SLA, maintaining a 16-minute average handle time, and scaling from 10 agents supporting 50,000 users to 75 agents supporting more than 100,000 users.

SNHU

Michael O’Leary

Manager of Client Services