CHALLENGE From two locations in India, Tech Mahindra Ltd runs a Centralized Service Desk (CSD) that provides 24/7 remote support to nearly 100,000 associates working from Tech Mahindra offices and client locations across the globe. Tech Mahindra had been using a competitive solution for support, but were unhappy with its connectivity, speed, user-interface and overall functionality. Specific capabilities – remote reboot and connect; support for various smartphones; file transfer; multiple session handling; and others – were becoming key challenges to Tech Mahindra’s goal of service desk efficiency. The company began looking for a better tool. SOLUTION Tech Mahindra evaluated multiple tools, including WebEx, R Admin, Net Meeting, and LogMeIn Rescue. After a thorough comparison, Te

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