Insights

Rescue ROI: See how customers achieved 395% ROI in 3 years with payback in 6 months

Kalyn Bishop

September 20, 2023

Here at GoTo, we see the value that LogMeIn Rescue, our secure, enterprise-grade remote support solution, brings to our customers every day. But we wanted to know, what’s the actual return on investment (ROI) our customers have achieved?

We had a hunch it would be good, but we were surprised when we first saw the numbers from our 2023 Total Economic ImpactTM (TEI) study that we commissioned from Forrester Consulting. So surprised in fact, we asked to run the numbers twice.

By using Rescue remote support, the study found a three-year 395% ROI with payback in less than six months.

Why is ROI important in technology investments?

When it comes to investing in technology, it's important to consider the return on investment. After all, you want to make sure that the money you're putting into technology is actually going to pay off in the long run. Of course, it's important to keep in mind that ROI isn't just about the money. It can also be about time saved or efficiency gained.

One way to ensure that you're getting a good ROI is by doing your research beforehand. Look at the technology you're considering and see how it's worked out for other businesses. Have they seen a significant increase in productivity or revenue since implementing it? If so, it's likely a good investment.

A closer look at Rescue’s ROI

The results from Forrester’s study are based on a composite organization created from aggregated interview and survey responses. The case study organization is a $1.5 billion multinational enterprise with 5,000 employees, including 50 internal and 60 customer support technicians.

Key takeaways:

Faster resolutions lead to greater productivity

By using Rescue, on average, surveyed organizations were able to resolve computer problems 57% faster and mobile problems 23% faster.

Lost productivity time for computer issues between queue time and resolution time was cut in half. For mobile problems, lost productivity time was cut by a quarter.

Shifting left saves time and money

By using Rescue to resolve issues remotely, the number of on-site visits fell by 15%.

Additionally, since Rescue enabled remote technicians to go further in their troubleshooting, often finding the cause of the issue more accurately, it took on-site technicians less time to repair the problem, resulting in 45% cost savings.

Customer satisfaction and loyalty strengthens the bottom line

Rescue reduced the average time to restore customers’ computer issues by 35% and mobile issues by 25%.

These impressive results led to a 21% customer satisfaction (CSAT) score increase, and a 28% improvement in Net Promoter Scores (NPS)1

A 26% increase in Customer Effort Scores (CES) demonstrates the positive impact of the product, as customers don’t need to struggle to load a software product for technicians to connect to their device and resolve their issue.

Forrester's 2023 Total Economic Impact study shows Rescue customers achieved 395% ROI in 3 years with payback in 6 months

Click the infographic to view larger and download the PDF.

So, are you ready to see what your return on investment could look like with Rescue? Check out the complete study for all the details and to compare your organization to the composite case study.

Download the Study

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