How Leading Remote Support Teams Improve Customers’ Mobile Experience

Customers expect support organizations to keep their mobile devices running efficiently and effectively – just like their desktops and laptops. That’s why these four leading support organizations use LogMeIn Rescue to deliver exceptional remote support services at any time, on any device.

How Leading Remote Support Teams Improve Customers’ Mobile Experience
How Leading Remote Support Teams Improve Customers’ Mobile Experience

Read on this article to see why these four leading support organizations use LogMeIn Rescue to deliver exceptional remote support services at any time, on any device.

Content Summary

Motorola: Supporting customers where they are
Tech Mahindra: Delivering faster, more effective support
Optus: Raising the score on customer service
Naval Postgraduate School: Enlisting remote support for mobile users

Motorola: Supporting customers where they are

Motorola supports customers around the world using mobile devices, applications, and services. Yet language differences and customers’ inability to fully explain and visually show their technology problems make it difficult to provide fast, responsive service.

With the remote support capabilities of LogMeIn Rescue and the video feature of Rescue Lens, support personnel sees exactly what the customer is experiencing. They quickly and efficiently resolve issues without worrying about communication gaps and, in turn, Motorola can

  • Decrease average handle time.
  • Reduce the number of device returns due to no-fault-found issues.
  • Increase service consistency by linking the entire global support team on one platform.

12% decrease in no-fault-found rates

“We’re able to go above and beyond for our customers by supporting any issue related to Motorola – their phone, Wi-Fi, applications, software, hardware – even when they’re unable to relay exactly what they’re experiencing.” – Theo Koufalias, Global Content Manager, Motorola

Tech Mahindra: Delivering faster, more effective support

Tech Mahindra, a global managed services provider, needed to increase the efficiency of its centralized service desk, which supports nearly 100,000 workers using desktop and mobile devices. After evaluating multiple tools, the company chose LogMeIn Rescue to replace its legacy solution.

The intuitive interface, high-connection speed, mobile support, and advanced administrative control helped the company

  • Reduce average handle time.
  • Improve first-call resolution rates.
  • Increase service desk efficiency.

“Rescue changed the way we provide support for our associates who are on the move working out of global locations. Rescue makes our jobs easier and enables us to get more done in less time with fewer people.” – Parag Chaudhari, Project Manager, Technical Infrastructure Management, Centralized Service Desk, Tech Mahindra

Optus: Raising the score on customer service

As the second-largest telecommunications company in Australia, Optus serves more than 9 million customers. To complete its move to a customer-centric organization, the company deployed LogMeIn Rescue to provide web-based remote support.

By delivering a fast, easy way for support technicians to connect to mobile customers and quickly resolve issues, Optus can:

  • Improve key customer-service metrics.
  • Enhance customer loyalty.
  • Increase contact center efficiency.
  • Reduce the cost of operations.

2.8 increase in Net Promoter Score

30% improvement in first-contact resolution rate

“LogMeIn Rescue has provided the Optus customer care group with a tool that greatly enhances our operational effectiveness, and the team has seen a significant improvement in the Net Promoter Score.” – Gus Cerezo, Vice President of Operations, Optus

Naval Postgraduate School: Enlisting remote support for mobile users

At the Naval Postgraduate School, help-desk agents have a huge task: supporting the devices of more than 5,000 users. And as on-campus staff and distance learners from around the world began to rely on mobile solutions, the school needed an easy-to-use remote support tool it could quickly deploy and secure.

After successfully using LogMeIn Rescue to support desktop computer systems, the Naval Postgraduate School turned to the solution for mobile devices so it could

  • Resolve mobile issues from technician computers, significantly reducing downtime.
  • Set up new users quickly and easily.

“There’s no more wasted time. I can literally fix users’ devices while they are in a meeting so they are up and running and productive.” – John Hafemeister, Telecommunications Specialist, Naval Postgraduate School

Source: LogMeIn Remote Access | Secure Remote Desktop Software

Thomas Apel Published by Thomas Apel

, a dynamic and self-motivated information technology architect, with a thorough knowledge of all facets pertaining to system and network infrastructure design, implementation and administration. I enjoy the technical writing process and answering readers' comments included.