Manufacturers face growing pressure to deliver outstanding service amid complexity, fragmented systems, talent shortages, and budget pressures. While Rescue is often thought of as an internal IT support tool, top manufacturing companies are harnessing its capabilities to drive customer support outcomes—unlocking time savings, cost reductions, and improvements in customer satisfaction.

Rescue can help deliver tailored support experiences, supported by powerful AI capabilities. Guide customers to the right resources, providing intelligent troubleshooting, and streamlining issue resolution through personalized interactions. From helping resellers troubleshoot warranty claims, to guiding users through setup and repairs, remote support tools like LogMeIn Rescue can transform how you engage with and support your customers.

Below are six creative use cases that demonstrate how Rescue helps manufacturers tackle their toughest challenges while elevating customer support to new heights.

1. Accelerating Pre-Installation Assessments with Rescue Live Lens

Manufacturers and service providers understand that a smooth deployment begins with a good understanding of the customer environment. Accurate assessments during the sales cycle ensure product compatibility, eliminate costly surprises, and drive higher customer satisfaction.

• Scenario: A leading manufacturer of electric vehicle (EV) chargers tackles this challenge with Rescue’s Live Lens camera-share feature. Previously, on-site inspections by engineers were needed to check home power and structural requirements before approving installations—an expensive and time-consuming process.
• How Rescue Helps:
• Leveraging Rescue’s zero-download, browser-based camera-sharing, sales and support teams invite customers to join sessions directly from their smartphones.
• Support teams guide customers with on-screen annotations—confirming requirements, highlighting next steps and confirming feasibility.
• Real-time remote assessment helps set clear expectations, reduces the risk of post-sale issues, and streamlines pre-installation workflow.
• Outcome: Pre-qualify customers in minutes, eliminating the need for costly site visits. Customer acquisition costs decrease, installation issues are avoided, customers have clear expectations, and every deployment starts off right.

Rescue customers see an average of 45% cost reduction for in-person support (Forrester TEI report)

2. Providing On-Demand Remote Troubleshooting for Critical Equipment

Downtime in manufacturing can be costly. Rescue equips technical support teams to provide fast, secure, and compliant remote troubleshooting for mission-critical equipment—helping resolve incidents before they impact operations and demonstrating Rescue’s value not just for IT but for frontline customer support.

• Scenario: A medical technician faces an urgent halt in hospital operations when an MRI machine displays error codes—every minute matters for patient care and staff productivity.
• How Rescue Helps:
• The medical technician clicks on the branded Calling Card desktop shortcut on the accompanying computer to request immediate technical support via Rescue.
• The manufacturer’s technical support agent connects to the device and sees the on-screen error. Instead of having to resort to web searches to understand the error—AI-powered screen analysis interprets the error message and provides a recommendation.
• In-session scripting and AI-device analysis also allows technician to automate the diagnostics, such as running system tests for calibration errors and software inconsistencies.
• The agent quickly addresses the issue by adjusting a configuration setting, resolving the problem in real time.
• After the session, the Calling Card remains for future ad hoc support, but no persistent access is allowed to maintain compliance with hospital regulations.
• Outcome: The issue is resolved on the first call without requiring on-site staff or costly site visits, dramatically reducing downtime. Rescue tools like AI Screen Analysis and scripting and support secure, rapid and compliant resolutions that earn long-term trust in high-stakes environments.

Rescue customers have seen increased CAT scores of 21-28% since incorporating Rescue into their customer support strategy.

3. Preventing Warranty Claims and Reducing No Fault Found Returns

Managing warranty claims and minimizing unnecessary returns is critical for cost-efficiency and customer satisfaction. Delays caused by shipping returned products, assessing physical damage, or handling invalid claims can add unnecessary costs and hurt your relationship with resellers and end-users.

• Scenario: A customer struggles to set up their new smart speaker, assuming it’s defective. Initiating a warranty claim from the support section of the app, they’re presented with the option for instant remote troubleshooting.
• How Rescue Helps:
• Rather than enduring the lengthy claim and returns process, the customer engages directly with a technical support agent via an embedded Rescue chat session—delivering real-time help right within the manufacturer’s branded app interface.
• The support agent launches a mobile screen sharing session to confirm the network settings are properly configured on the customer’s phone.
• Switching to camera share, the agent performs a quick hardware inspection and spots the real issue—a muted switch that’s easily corrected on the spot.
• The customer receives a post-session survey through the app to rate their experience, all in the manufacturer’s branding.
• Outcome: The customer can avoid a lengthy warranty claim, boosting the customer’s satisfaction and trust in the brand, and the manufacturer saves on the costs and delays of unnecessary returns.  With both camera and screensharing, the agent can easily troubleshoot both hardware and software issues, while delivering a cohesive experience in their smartphone app. And the post-session surveys allow them to track customer sentiments and measure agent effectiveness.

Companies like Lenovo have saved approximately $1million per year on incident costs—all while delivering a seamless experience for their customers.

4. Navigating Compliance Disputes with Speed, Transparency & Trust

Manufacturers in regulated industries such as healthcare, aerospace, and electronics are held to stringent regulatory standards. When addressing any compliance issues, speedy, thorough resolutions aren’t just best practice—they’re essential for avoiding costly penalties, protecting patient safety, and reinforcing stakeholder trust. Performance, collaboration, and auditability are mission-critical at every step.

• Scenario: A healthcare provider flags a calibration error on a blood-testing machine after maintenance by an external contractor, raising concerns about regulatory compliance. The manufacturer must quickly investigate the issue to determine if the device meets stringent standards or if maintenance caused the error.
• How Rescue Helps:
• The support agent invites the contractor and the manufacturer’s compliance expert into the session as external technicians, without requiring additional Rescue licenses.
• Together, the parties use camera share to visually inspect the machine’s setup and verify calibration steps.
• Rescue’s session recording and audit trail features ensure the end-to-end resolution process is logged for regulatory review.
• AI-generated session summaries automatically log any actions taken in the session for records and audits purposes, stored alongside session notes for quick reporting.
• Once the error is identified and corrected, the session data is automatically saved directly into their ServiceNow ticket to ensure audit readiness.
• Outcome: The dispute is resolved transparently and efficiently while maintaining compliance. The healthcare provider’s trust is reinforced, and the manufacturer avoids penalties or procedural gaps that could have caused downstream issues.

Rescue customers are solving customer support issues up to 35% faster with fast secure connections

5. Delivering White-Glove Support Through Professional Services

As customer expectations rise, manufacturers are turning to advanced support solutions to differentiate themselves and meet increasingly complex demands. VIP-level support and professional services allow manufacturers to go beyond standard troubleshooting—offering tailored, premium experiences that set them apart from the competition.

• Scenario: A digital billboard manufacturer partners with an advertising agency who is launching national advertising campaign. The agency pays for a professional services and VIP Support package, which includes both advanced training and assistance, as well as White Glove support with a strict SLA. During the campaign, the agency reports a lag in video playback on one of their major displays.
• How Rescue Helps:
• During the installation phase, the manufacturer uses co-browsing to guide the agency’s finance team through billing portals.
• During field configuration, Rescue enables remote training for the agency’s technicians using camera sharing and annotations, eliminating the need for travel.
• When the field technician notices the lag, they request an immediate camera share session, where they show the technical account manager the issue.
• Using disruption-free unattended access, the technical account manager remotely connects to the billboard without disrupting the live display.
• Through diagnostics, the technician automates a driver update in the background using in-session scripting, ensuring smooth performance.
• Outcome: The live campaign runs reliably without interruptions, and the client is impressed by the manufacturer’s proactive, seamless support, strengthening their loyalty. Simultaneously, VIP-level services like training and installation consultations generate additional revenue for the manufacturer while strengthening long-term customer partnerships. And by doing it remotely, they can quickly solve the issue without the added cost of truck rolls.
6. Delivering Global Support with Multi-Language Capabilities

Manufacturers and service providers today operate in a truly global landscape, where delivering outstanding customer support means overcoming language barriers and reaching customers wherever they are. Rescue is designed to empower support teams to assist clients seamlessly—no matter their language or location.

• Scenario: A global technical consulting firm deploys software solutions to clients in over 20 countries. Their support team needs powerful, scalable tools to communicate with customers in diverse languages, ensuring every troubleshooting session is efficient and clear.

• How Rescue Helps:

• Rescue’s AI-powered live translation feature bridges communication gaps instantly.
• During support interactions, the platform automatically translates conversations in real time, allowing agents and customers to converse comfortably in their preferred languages.
• This reduces miscommunications during technical troubleshooting and enables a single support center to serve a worldwide customer base.

Outcome: Support teams deliver a world-class experience to every client, regardless of geography or language. Operational reach expands—without the need to increase staffing or rely on local language specialists. Rescue’s multi-language capabilities accelerate issue resolution and ensure more satisfied customers around the globe, driving loyalty and efficiency for global manufacturers.

Ready to Transform Manufacturing Support?

In the fast-paced world of manufacturing, customer needs are becoming increasingly technical and demanding. From qualifying customers before a sale to resolving compliance disputes, manufacturers are expected to deliver seamless, efficient, and innovative support solutions that go beyond traditional troubleshooting.

LogMeIn Rescue is more than a remote support tool—it’s a game-changer for manufacturers looking to improve customer satisfaction, prevent downtime, and even generate new revenue streams.

Are you ready to unlock the full potential of your remote support tool and take your manufacturing support—and your customer experience—to the next level?

Request a demo today to see how LogMeIn Rescue can help your team deliver smarter, faster, and more innovative support solutions for your customers and your business.