GoToAssist Corporate Case Studies
Read remote support case studies from the people whose opinions matter most – our customers.
Find case studies by industry
Agriculture
TG Allison
A technology consultancy specializing in installing and managing software to automate and control the process for milking cows, TG Allison uses GoToAssist Corporate to provide remote support to its rural customers.
“Our customers love the fact that we can connect to their system instantly and avoid any downtime.”
Apparel Manufacturing
O'Neill
A manufacturer of action sports apparel, O'Neill uses GoToAssist Corporate to deliver IT support across a retail operation that includes 66 locations across the UK and Europe.
“With GoToAssist, users can hand over their machine to us, and we can take the necessary corrective action while they go off and undertake other important tasks, making more effective use of time.”
Financial Services
Ultimate Software
A provider of web-based payroll and workforce management solutions, Ultimate Software chose GoToAssist Corporate as its remote support tool for its security, ease of use and robust reporting.
“GoToAssist not only saves our clients valuable downtime waiting for a resolution, it also shortens our call times in order for our representatives to handle additional clients’ calls throughout the day.”
First Command
First Command, a provider of financial planning products and services, uses GoToAssist Corporate to deliver technical support services to employees and licensed financial advisors and their staffs.
“Our staff can troubleshoot and fix problems very efficiently.”
IRESS Market Technology
A provider of wealth management technologies and services, IRESS uses GoToAssist Corporate to provide elite service to its customers.
“With GoToAssist we have been able to reduce our trips for support issues to virtually zero.”
MMSI
MMSI, an accounting and membership management provider, uses GoToAssist Corporate within its “IHelp” support site to enhance its phone-support offering.
“GoToAssist has reduced customer and support staff frustration levels dramatically, while increasing the efficiency of our support staff.”
Vertex
The leading provider of corporate enterprise tax software and services worldwide, Vertex uses GoToAssist Corporate to support remote and flex work employees across the country.
“Our users now have confidence in the tools we are using as a service desk.”
Watch Video (2 min 21 sec)
Health Care
Eclipsys
Approximately 200 Eclipsys product-support representatives use GoToAssist Corporate to securely connect to customer servers and desktops, enabling rapid issue diagnosis and resolution.
“With GoToAssist, we decreased average handling time by 40 percent.”
McKesson
A healthcare services and information technology company dedicated to making the business of healthcare run better, McKesson considers using GoToAssist Corporate a best practice for improving customer satisfaction.
“We'll have customers call us up and ask to initiate the session before we have a chance to offer it.”
Watch Video (2 min 59 sec)
Virtua
A New Jersey healthcare provider, Virtua uses GoToAssist Corporate to provide remote support to physicians' offices.
“We are able to resolve their issues quickly, so they can get back to work helping our patients and providing excellent care.”
Watch Video (1 min 02 sec)
Legal
Afinety
A provider of systems integration to high-end law firms, Afinety supports its clients remotely and securely thanks to GoToAssist Corporate helping their customers to understand that their data is being protected at all costs.
“When we are talking to [customers] and are able to show that we are going to be more secure than another IT firm that makes a big difference.”
Watch Video (1 min 02 sec)
Media
BigBand Networks
A provider of broadband multimedia platforms for video, voice and data, BigBand Networks uses GoToAssist Corporate to service millions of digital television and broadband Internet subscribers around the world.
“Not only do we solve their problem, but we transfer knowledge. We're minimizing our call volume because we don't have repeat questions.”
BT Retail
A UK telecommunications and broadband provider serves 50 million customers and uses GoToAssist Corporate to reduce costs and boost customer support satisfaction ratings.
“It means that customer is not going to call back again. That is a cost saving for us… The first year we took out £2.6 million worth of cost.”
Watch Video (2 min 17 sec)
Immersion Digital
A technology and media company, Immersion Digital relies on GoToAssist Corporate to troubleshoot IT issues and achieve perfect marks from grateful customers.
“The customer is always happy when they see the situation has been resolved, and they are very impressed with the technology.”
Watch Video (1 min 53 sec)
Marketron International
Marketron International provides broadcast solutions to the radio and television industry and uses GoToAssist Corporate to improve client service and satisfaction by speeding support and improving training effectiveness.
“It's easy to get into a support session, look at the data and fix whatever we need to fix.”
Nonprofit
March of Dimes
March of Dimes relies on GoToAssist Corporate to efficiently support the organization's 250 local and regional offices, as well as employees working from home or the road. With GoToAssist Corporate, an IT staff of just 12 can remotely upgrade and maintain software, servers and PCs – easily and quickly.
“GoToAssist brought us the ability to remotely control machines anywhere and help users if they're having trouble with their local computer.”
Shelby Systems
A provider of management and financial software for churches and other nonprofit organizations, Shelby Systems uses GoToAssist Corporate features like Live Chat and Screen Sharing to quickly resolve issues and boost customer satisfaction.
“The GoToAssist product has almost become something that we can't live without.”
Watch Video (2 min 52 sec)
Real Estate
Rockend
Providing Australian and New Zealand real estate service companies with property management software, Rockend uses GoToAssist Corporate to power its support services.
“The ability to remotely view the customer's screen using GoToAssist, and even take over a session with permission, makes it much easier for our support staff to resolve the issue.”
Technology
Amadeus Asia Pacific
A provider of IT solutions to the tourism and travel industry, Amadeus Asia Pacific uses GoToAssist Corporate to support its geographically distributed customer base.
“The real impact to the business is how fast we can service our customers with GoToAssist through streamlining our IT support.”
Backup Technology
A provider of online backup, disaster recovery and business continuity solutions, Backup Technology uses GoToAssist Corporate to service its worldwide customer base.
“Because we are dealing with vital and often sensitive customer information, we need to provide reassurance that any problems can be fixed easily, quickly and securely, and with GoToAssist we can do exactly that.”
CHIPS Computer Consulting
A fast-growing technology solution provider, CHIPS designs, builds and supports network-infrastructure solutions for businesses using GoToAssist Corporate to power its helpdesk services.
“Our engineer utilization rate rose from 50 percent to 80 percent.”
Coheris
A leader in CRM software, Coheris leverages GoToAssist Corporate to reduce the time and cost of technical support, improve the customer experience and give sales a tool for remote presentations.
“With GoToAssist we have improved the quality of customer service. Our users – technicians and salespeople – have gained a higher comfort level in their work, increased their productivity and thus now provide a better overall customer experience.”
Océ
A provider of print and document management solutions and services, Océ uses GoToAssist Corporate to service its worldwide customer base.
“The visibility it gives us is phenomenal: in many cases we not only diagnose the issues but can also upload patches or fix a problem – all from the comfort of our office.”
Swisscom
A provider of IT services, Swisscom uses GoToAssist Corporate to enable its clients to securely access and maintain their hosted data systems themselves, so they don't have to relinquish control of their systems.
“With GoToAssist, we can offer our clients completely new possibilities with the hosting of their IT infrastructure.”
Ultimate Software
A leading provider of HR and payroll software, Ultimate Software uses GoToAssist Corporate to maintain 97 percent customer retention and reduce call-handling time by 50 percent.
“Since implementing GoToAssist, we have decreased our call-handling time by 50 percent.”
Truck/Automotive
Bully Dog Technologies
Bully Dog, a manufacturer of products that enhance the performance of gasoline- and diesel-powered vehicles, uses GoToAssist Corporate to support its largely non-technical customer base.
“We are thriving because we are able to take care of our customers' large and small issues using the tools that GoToAssist gives us.”
