By using LogMeIn Rescue's remote support solution, Lenovo has achieved a lower handle time and a lower time to delivery of service, reducing the cost per incident.
We use Rescue in every contact center we have around the world. The Rescue team has been very helpful as we look for ways to better manage all of our agents worldwide.
Lenovo is a global personal technology company that serves customers in more than 160 countries around the world, and one that continues to grow through strategic acquisitions, including the most recent, Motorola. The company needs to be able to support customers with its wide range of computers, tablets, smartphones and other devices, reduce the number of service repairs, and scale or adjust the support team quickly and easily.Solution
Lenovo has remained a Rescue customer since 2010, when the company implemented remote support for the first time. When the company acquired Motorola, also a Rescue customer, migration was not only a smooth process, but also allowed for global supervision and service. The team uses Rescue + Mobile and Rescue Lens to successfully support both software and hardware issues in a wide range of devices. The interface allows admins to navigate through all technicians in all regions very easily, while flexible reporting puts the information they require at their fingertips. Additionally, the Rescue team partnered with Lenovo to integrate an API to manage agents worldwide, without having to make time-consuming changes, one agent at a time.Results
With Rescue, Lenovo has been able to: