Case Study: Lenovo achieves scalable global customer support with Rescue by LogMeIn

Successfully supporting a globally growing customer base

Lenovo, the global personal technology company, needed a way to deliver high-quality support for a broad mix of hardware and software across more than 160 countries while keeping pace with acquisitions and rapidly changing support teams. With Rescue by LogMeIn, Lenovo looked to simplify worldwide customer support and make it easier to scale agent operations.

Using Rescue, Rescue + Mobile, and Rescue Lens, Lenovo streamlined remote support for devices, improved global oversight, and integrated an API to manage agents and groups without manual updates. Rescue by LogMeIn helped Lenovo lower handle time and service delivery time, cut cost per incident, and save approximately $1 million per year, while also making it easier to add and train new users quickly as the company grows.

Lenovo

Ronald Mitchell

Director, World Wide Contact Centers