Case Study
London School of Economics Real-time support to students, anywhere. Challenge Founded in 1895, the London School of Economics and Political Science (LSE) is a world-class center for teaching and researching, educating 9,000 students from 140 countries. To support these students and 1,900 staff members both on and off campus, the school needed to upgrade its remote IT support capabilities.
• Industry: Higher Education
• The existing remote assistance tool underperformed, putting tremendous pressure on the IT team.
• Headquarters: London, UK
• Students and teachers, whether on-campus or studying abroad needed IT support 365 days a year. • Among many other requirements, the new remote support tool needed to be easy to adopt, cost-effective and offer desktop sharing abilities.
• Number of employees: 1,900 staff, 9,000 students
Solution After evaluating five remote support solutions, LSE realized that LogMeIn Rescue was far and away the best option. Rescue not only met all of LSE’s extensive requirements, but also provided additional features that further improved its ability to deliver location-free support. Notably, Rescue’s Calling Card enabled the school to install a branded hotline button on every LSE-owned desktop – a service LSE called Virtual IT Assistance (VITA). When activated, VITA launched an online chat session, providing anytime, anywhere support without the need for a phone call.
Results Rescue immediately improved the quality and scope of LSE’s support offerings. • More than 95 percent of LSE staff is satisfied with VITA. • The IT team’s first contact support became more responsive. • User confidence in LSE’s IT support increased significantly.
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“LogMeIn Rescue maps very well to our requirements – it adds value, making our service more responsive at first contact.” – Amber Miro, Assistant Director of IT Services, LSE