Case Study: Tech Mahindra improves remote support efficiency with Rescue by LogMeIn

Tech Mahindra reduces support time and improves first-call resolution with Rescue by LogMeIn

Tech Mahindra, a global IT services provider, was using a competitive remote support solution for their Centralized Service Desk but faced challenges with its connectivity speed, user-interface, and functionality. Their goal of achieving service desk efficiency was hampered by difficulties with capabilities like remote reboot, mobile device support, and file transfer. This led them to search for a better tool to support their nearly 100,000 associates worldwide.

After evaluating multiple options, Tech Mahindra chose LogMeIn Rescue for its superior connection speed, easy-to-use interface, and sophisticated capabilities like advanced administrative control. The implementation of Rescue by LogMeIn resulted in a reduced Average Handling Time (AHT) and improved First Contact Resolution (FCR). It also increased overall service desk efficiency by allowing technicians to support both PCs and mobile devices from a single, reliable solution.

Tech Mahindra