Solve technical issues from anywhere: Introducing TeamViewer Smart Service

Did you know that investing just 5% more in customer retention can boost your profits by five times as much?

For original equipment manufacturers (OEMs), our research with ABI Research shows that customer experience after the sale is just as important as the sale itself. But when faced with skills shortages, downtime costs, operational complexity, and sustainability demands, delivering fast, reliable after-sales service becomes a challenge.

Our new remote troubleshooting solution, Smart Service, has been designed to help businesses overcome this challenge. With secure remote technology, powerful integrations, and intuitive new features, Smart Service helps service teams boost efficiency, save costs, and simplify processes throughout their operations.

In this article:

• Today’s after-sales service challenges
• TeamViewer Smart Service: A powerful solution
• Case study: How BOBST solves customer issues in an instant
• Summary

Today’s after-sales service challenges

When a machine fails, B2B customers expect to receive instant technical support. But delivering it isn’t always easy.

Sixty-nine percent of companies experience unplanned machine outages at least once a month. Each hour of downtime costs an average of USD 125,000, but the repercussions go way beyond financial loss. Downtime can impair brand image, lower customer trust, and increase employee churn.

As a result, customers demand fast, effective troubleshooting whenever a machine fails. According to a recent study, a staggering 77% of customers expect an immediate response when contacting customer service. This expectation puts immense pressure on service teams, with 69% of them struggling to balance quality and speed.

At the same time, technology businesses worldwide are facing a critical shortage of skilled talent. As technology progresses and requirements change, the skills gap only continues to grow. To illustrate: The average half life of tech-related skills is now less than five years. That means that half of what employees know today will be outdated by 2029.

This skills shortage makes it even harder for after-sales service teams to meet customer demands. Plus, customer service agents are at a high risk of burnout, which can cause turnover and an additional strain on the remaining workforce.

Increasingly complex procedures are an additional challenge for OEMs. In large-scale customer operations, a single equipment failure can halt an entire operation, leading to costly downtime and potential long-term impacts on business success. Our research indicates that complexity not only causes operational delays but also hampers decision making, lowering morale, productivity, and innovation.

Lastly, the effects of climate change—from record-breaking sea-level rises to droughts, storms, and wildfires—are undeniable. However, many after-sales service processes still rely on technicians traveling by car or airplane to customer sites, hindering efforts to minimize carbon emissions and help counter climate change.

Businesses must act now to reduce emissions and promote sustainable practices. And investors are increasingly pressuring businesses to regularly report on environmental, social, and governance (ESG) metrics. This creates a direct link between sustainability goals and business success.

TeamViewer Smart Service: A powerful solution

Businesses are turning to remote technology to help tackle these challenges. Our all-new solution, TeamViewer Smart Service, responds directly to this need.

Smart Service empowers service technicians to troubleshoot machinery and equipment remotely, boosting efficiency and enhancing customer satisfaction. It builds on trusted TeamViewer connectivity technology and enhances it to create a smooth end-to-end remote troubleshooting process.

With Smart Service, the tools you need to resolve issues are right at your fingertips. Connect to machines’ systems remotely or provide guidance to workers on site via augmented reality (AR) remote assistance—all within the same application. Smart Service also integrates seamlessly with your existing infrastructure, ensuring complete transparency and a smooth digital experience.