Rescue + Mobile integrated with Wipro IT Ecosystem Applications, enabled Service Desk Agents to support employees seamlessly whenever they need and wherever they are, be it a PC or mobile device. It also enabled automated updation of activity logs to the IT Tickets and saved the session recordings in a central repository. This helped in efficient management of service desk agents time and also provided required data points for internal audits and forensics.
Rescue Lens offered Wipro an effective remote video support. This has helped agents react quickly to technical breakdowns and help fix issues through video support by guiding end users thus reducing the need for desk-side/on-site support.
LogMeIn Tools are compatible with our IT landscape and seamlessly integrate with our ecosystem applications, which help in automation of our helpdesk operations and also connect all the domain experts in a single platform. Reporting and dashboards helped analyze, summarize, and enhance the daily agent productivity.
Wipro was trying to identify solutions that could help automate their global end user support service desk in order to improve their current employee experience. They required enhanced ticket automation, intelligent chat assignments, and agent productivity dashboards to seamlessly integrate with their current IT ecosystem and make it available to their agents in one unified console.Solution
LogMeIn’s Bold360 live chat, along with Rescue and Rescue Lens were introduced to enable Wipro to uphold the strength and consistency of their service desk communication. The integration of these tools automated most service desk tasks, such as end-user support and management of IT tickets — thus enabling a better experience for both users and service desk agents.Results
LogMeIn’s tools gave the Wipro CIO organization an integrated and reliable medium for end user interactions and improvement in service desk agent productivity. There has been a significant increase in self-service, with the help of live chat and purpose-built remote support tool.