Case Study: ShoreTel achieves 99.9% remote issue resolution and doubles same-day fixes with RescueAssist

ShoreTel Selects GoToAssist to Fundamentally Enhance Customer Support

ShoreTel, a leader in enterprise VoIP systems, needed a best-in-class virtual on-site support solution to deliver high-quality remote administration and customer support while controlling costs. To meet that challenge ShoreTel selected RescueAssist as its remote-support service to enable instant, high-touch remote assistance and secure access for customers.

RescueAssist was used to remotely view and control customers’ systems, dramatically reducing on-site visits and speeding diagnostics and configuration. As a result, ShoreTel now handles 99.9% of issues remotely, has doubled its same‑day resolution rate, shortened incident-handling time (days vs. weeks for assessments), satisfied stringent banking-security requirements, and significantly lowered support costs—improving overall ROI.

ShoreTel

Terry Hartsfield

Vice President