GoToAssist Case Studies

Learn how IT professionals are using our service desk management and remote support solutions to solve business challenges.

Find Case Studies by Industry

IT Services

Dacom Technical Services

A Canadian IT services provider uses the integrated GoToAssist solution to streamline support processes, improve customer satisfaction and win support agreements by offering monitoring as a value-add.

“Our technicians used to spend too much time on issues because documentation was missing or incorrect. GoToAssist Service Desk centralizes all details, helping us track, manage and learn from support incidents.”

David Korn

President

Dacom Technical Services

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A1 Networks

"We replaced three separate products with GoToAssist Remote Support, Service Desk and Monitoring. The integration makes it more efficient to move from one area of functionality to another, speeding up our processes."Trevor Benson
President
A1 Networks

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Everything Tech

“GoToAssist enables rapid customer response and comprehensive IT monitoring, which are two keys to our strong growth.”

Lee Wrall
Founder and Managing Director
Everything Tech

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Fronde

“Intuitive to use and truly out of the box, GoToAssist Service Desk supports our business and allows us to focus on service.” Graeme Shellard
IT Operations Manager
Fronde

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Element Data Group, LLC

Based in Minneapolis/St. Paul, the Element Data Group provides IT services to approximately 35 law firms.

“Just as our technicians need a laptop to do their job, they need GoToAssist. It's an essential tool. We couldn't run our business without it.”
Jeff Alluri
Director of IT
Element Data Group, LLC

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Retail

JUNK Brands

Using GoToAssist Service Desk to centrally organize disparate information and manage work processes, a U.S. entrepreneur raises efficiency by 60 percent and increases customer satisfaction.

“GoToAssist Service Desk can benefit any business providing a service, not just IT support teams. From change management to customer service, this tool offers a wide range of capabilities with real value.”

Kourtney Barrett

Founder

JUNK Brands

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Noel Leeming Group

“[GoToAssist Service Desk] is a really well thought-out product, and the extra functions, such as being able to see SLAs, means we can be more responsive.”
Darrin Harper
IT Manager
Noel Leeming Group

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Construction

Miron Construction

"The integrated GoToAssist tool enhances our efficiency, whether it’s the self-service features of Service Desk or remote software inventory with Monitoring for accurate setup of a new computer. This combined solution is helping our small team support an expanding organization."T.J. Schmidt
Technology Support Specialist

Miron Construction

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Bowmer & Kirkland

"GoToAssist's integrated Remote Support, Service Desk and Monitoring modules enable us to respond rapidly to any IT issues and take a proactive approach to keeping devices up and running, with minimum downtime."Kevin McDonald
IT Core Services Manager

Bowmer & Kirkland

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Education

Chippewa Valley Technical College

“We had read a lot of great reviews on GoToAssist Remote Support and were planning to implement it even before we learned it was integrated with GoToAssist Service Desk.”

Karin Rassbach

Manager of User Services

Chippewa Valley Technical College

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High Technology/Software

Systems Associates, Inc.

Systems Associates (SAI) is a leading software and hardware solutions provider with a focus on maintenance and energy management.

“GoToAssist enables our small staff to deliver consistently excellent attended and unattended technical support to several hundred remote customer sites in the U.S. and around the globe. Our reps can connect quickly and easily at the office and also from home, which means higher productivity for SAI and greater satisfaction for our customers. Because it offers the scalability of a hosted solution, GoToAssist is also an important tool for our corporate growth strategy.”
David Codding
President
Systems Associates, Inc.

ID Networks, Inc.

ID Networks has been providing records management and identification technologies to law enforcement and public safety agencies since 1984.

“[GoToAssist] gives us the ability to offer secure, remote and unattended support of our customers' computers. This is vital because it allows us to connect and fix problems in a timely manner, even if the end user is not available to work with us.” Christopher Dottavio
Director of Customer Services
ID Networks, Inc.

EcoInsight, Inc.

EcoInsight delivers on-demand applications to professionals and firms in the building industry. Its solutions measure energy efficiency and determine how green upgrades will impact the sustainability and financial profile of a building.

“GoToAssist for iPad is ideal for times when I have work to do but can't be at my desktop computer. It's simple to use and such an efficient way to provide remote support to customers in need while I am traveling… Citrix has been a great partner, working with us to help identify and meet our needs.” James “Rusty” Baldwin
Vice President for Global Customer Advocacy
EcoInsight

Cogiscan

Cogiscan improves management, tracking and documentation of IT support with GoToAssist Service Desk for greater customer satisfaction and staff productivity.

“With Service Desk, we no longer run the risk of having an issue fall through the cracks. The tool provides centralized, comprehensive documentation and reporting to the entire team.” André Corriveau
Co-President of Product Management
Cogiscan

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YouDo

A New Zelaland-based IT company enables easy adoption of ITIL best practices with GoToAssist Service Desk.

“New staff pick it up quickly with very little training or downtime required. It's the easiest way to implement ITIL practices that I've seen.” Greig Robertson
Director
YouDo

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CaseBank Technologies

To improve IT service management and communication, a Canadian software company up-leveled its help desk to an ITIL-based service desk with GoToAssist.

“Service Desk actually forces people to adhere to the correct workflow, so they are practicing ITIL without even realizing it.” Gaston Lopez
Manager of IT
CaseBank Technologies

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Consulting

Rock Creek Solutions

“I absolutely love GoToAssist Service Desk paired with Remote Support. I can resolve issues more quickly and efficiently track, document and delegate service requests from customers.”

Mike Simpkins
Owner and Systems Engineer
Rock Creek Solutions

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SPRT IT Solutions

SPRT IT Solutions delivers IT consulting and comprehensive IT management services to small businesses throughout the Houston area.

“To optimize the efficiency and productivity of our team, we avoid driving to a client's location whenever possible. We rely on remote monitoring to anticipate problems before they escalate, and on remote support to resolve issues.”
Bryan Brooks
IT Manager
SPRT IT Solutions

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Computer Works

Based out of Quincy, Illinois, Computer Works is a leading provider of information technology solutions and support to small and medium-sized businesses, government agencies and consumers.

“GoToAssist Remote Support has had a tremendous impact on our customer service. It gives all our technicians the ability to connect with any of the machines our firm supports, which has boosted productivity. The ability to offer efficient unattended support while our clients are away from their desks is another huge advantage.” John Mast
President
Computer Works

Dachis Group

A social media marketing and consulting firm for Fortune 100 companies around the globe, Dachis Group is headquartered in Austin, Texas.

“We use GoToAssist to remotely support employees and their machines across the nation. Thankfully, phone-based IT support is a thing of the past. GoToAssist is efficient, reliable and cost-effective.”
Mike May
Head of Network Administration
Dachis Group

Miller Tanner Associates

A full-service global meeting and event planning company provides remote assistance to meeting managers for smooth productions with GoToAssist Remote Support.

“Fast issue resolution helps our global staff stay productive and deliver highly professional events for our clients. We couldn't survive without GoToAssist.”
Carrie Sharp
Chief Information Officer
Miller Tanner Associates

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Schuler Shook

A theatre consulting and architectural lighting design firm uses the integrated GoToAssist modules to efficiently support, track, manage and monitor IT resources and mobile users around the world.

“I recognized the tremendous value in having the three GoToAssist modules integrated into one toolset. For instance, I can automatically launch a remote support session from an incoming ticket, saving time and effort.”
Mark Hale
IT Operations Manager
Schuler Shook

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Transportation

Solar Transport

“GoToAssist allows the IT team to support 50 percent more users and extend support to all locations, including terminals and remote offices.”

Jason Jones
Information Technology Manager
Solar Transport

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Energy, Chemical and Utlities

Powershop

“GoToAssist Service Desk just seems to be more aligned with the logical common sense approach to fixing and changing things.” Jim Barrett
Operations Manager
Powershop

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Basic Industries, Ltd.

A maintenance and new construction services provider expands the scale and reach of its IT support operations with GoToAssist Remote Support and Service Desk.

“I take great pride in our team's performance, but we got very busy at one point and there were a few complaints about service level. That was my catalyst for putting Service Desk to work, and it has done wonders for us.” Ken Rand
Corporate IT Director
Basic Industries, Ltd.

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Finance

Snapper

“With GoToAssist Service Desk, the benefit was obvious, and it was so easy that no one put up any resistance.”
Richard McClure
IT Systems Manager
Snapper

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United Capital

A financial advisory firm supports a geographically dispersed workforce with ease using GoToAssist Remote Support.

“Because we're so spread out, if we didn't have GoToAssist we wouldn't be able to help most of our users with their support requests.”
Derek McCauley
Technology Support Manager
United Capital

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Manufacturing

Flir Systems, Inc.

Using GoToAssist, a thermal imaging infrared systems company slashes support issue resolution time for global customers and sales teams by 75 percent.

“GoToAssist allows us to handle one-third more customers with the same number of people.”Shawn Dirksen
Senior Applications/Software Engineer
Flir Systems, Inc.

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Government

Mesa County

Mesa County boosts help desk productivity and improves management at an afforbale cost with the integrated GoToAsisst solution.

“Thanks to its subscription model, the Citrix solution was well within our signature authority. We didn't have to present the commissioners with a proposal to spend $100,000 to $300,000 on a help desk system. And we know how much to budget each year.”Rick Corsi
IT Applications Manager
Mesa County

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