TeamViewer
TMV)

Having “invented” remote IT support with its foundation more than 17 years ago, TeamViewer has become the de facto standard of remote connectivity for small to mid-sized businesses (SMB) and enterprises, as well as for non-commercial users across the globe.

Hundreds of thousands of customers use its connectivity platform to remotely access, control, manage, monitor, and repair devices of all kinds, including laptops, mobile phones, industrial machines, and robots. The easy-to-use, fast, and secure software can be leveraged to instantly solve critical situations that arise in an IT and OT environment.

Further, TeamViewer’s industrial Augmented Reality (AR) platform Frontline helps customers solve complex problems on-site instantly through AR remote assistance by connecting technicians with smart glasses or mobile devices to remote experts, whenever and wherever needed. Moreover, Frontline enables customers to digitalize workflows, for example step-by-step instructions in assembly or picking scenarios or in training to make learning more immersive.

With over 2.5 billion installations, more than 630,000 paying customers, and integrations with tech giants like Microsoft, SAP, and Siemens, TeamViewer is perfectly positioned to help companies address the global megatrends, including hybrid work, lack of skilled staff, digital transformation and increased sustainability demands.

Addressing the Global Mega Trends

One of the megatrends companies are facing is hybrid work, which refers to flexible working models. TeamViewer enables hybrid work through remote access, allowing staff to work securely and efficiently from home or any other location. Another challenge they encounter is finding skilled staff. With TeamViewer, customers can leverage expert knowledge globally, relieving the immediate pressure of talent acquisition. Additionally, its AR solutions help effectively and efficiently train new staff during the onboarding process.

TeamViewer supports companies’ digital transformation initiatives, another significant megatrend. It provides connectivity to laptops and mobile devices, servers, and IoT devices. Moreover, TeamViewer’s industrial AR platform offers digital assistance to blue-collar workers, enabling them to complete complex manual tasks more efficiently. Last but not least, it assists customers in their sustainability efforts by reducing the need for travel and consequently CO2 emissions through the use of TeamViewer.

Teamviewer is Addressing the Megatrends by Supplying Solutions that help them to Stay Efficient and Productive while Achieving their Sustainability Goals

“Businesses are facing various challenges based on current global megatrends,” says Oliver Steil, the CEO of TeamViewer. “We are addressing these megatrends by supplying solutions that help them to stay efficient and productive while achieving their sustainability goals.”

Offering a Comprehensive Solution Suite

The company recently launched TeamViewer Remote, the next generation of its remote access and support solution targeted at IT professionals and SMBs. It has extensively modernized the tech stack, usability, and overall look and feel of the solution while retaining TeamViewer’s popular and proven remote connectivity functionalities.

The new, more intuitive interface elevates the entire user experience. A new web client bridges the gap between desktop and browser interactions and simplifies connections so that a session can be created with one click—as easy as joining an online meeting. In addition, TeamViewer Remote is more transparent, allowing users to accept only legitimate connections.

TeamViewer also provides TeamViewer Tensor, an enterprise-grade remote connectivity cloud solution that enables companies to deploy large-scale IT management frameworks. This allows them to access, support, and control any device or machine quickly and easily from anywhere. With Tensor, clients can provide 24/7 global remote support, whether they are running customer support, employee IT support, technical operations, supply chain management, or operational technology. Tensor has industry-grade security features like single-sign-on and conditional access and protocols that meet strict security certifications and compliance standards for data protection.

For instance, Gruppo Cimbali, one of the world’s largest and most renowned manufacturers of professional coffee machines is using TeamViewer Tensor for enterprise-grade remote connectivity. Cimbali’s products are used in hotels and restaurants all over the world. In the past, when a customer had an issue with their machine, the solution was often to send a technician who would investigate and troubleshoot the problem onsite. They needed a digital solution to help reduce machine downtime.

Each one of Cimbali’s fully automatic Series S machines now ships with the TeamViewer client installed. If a customer encounters an issue, they can open a support ticket with their Cimbali service partner. Once the session is created, technicians from Cimbali or one of its distributors have reliable and secure remote access to the coffee machine screen as if they were onsite. They can conduct a comprehensive assessment of the issue and solve it by changing software parameters, quickly resolving problems, reducing machine downtime, and minimizing loss.

Innovation as a Central Policy

TeamViewer supports companies across different industries in their digital transformation. Its remote connectivity solutions are complemented by a new generation of augmented reality (AR) solutions that are designed to provide the best possible support to customers.

For instance, people who do not work at a desk, such as in logistics, production, field service, after-sales, or quality assurance, have not yet benefited much from digital tools. Considering this, TeamViewer has invested significantly in industrial metaverse solutions over the last five years.

While the Metaverse aimed at consumers places people in a virtual world, the Industrial Metaverse digitalizes information and data. These are displayed to industry workers using augmented reality (AR) and mixed reality (MR) smart glasses in the immediate field of view via small screens placed directly in front of the eye. TeamViewer Frontline, however, not only runs on smart glasses, but also on mobile devices.

It provides workers with the information they need to solve daily tasks as well as complex problems. For example, in logistics, TeamViewer’s vision-picking solution, Frontline xPick, is designed for high-speed and hands-free processes. Through step-by-step instructions displayed by smart glasses directly in the pickers field of view, it supports manual order picking, sorting of goods, and inventory control.

Frontline xAssist, an innovative remote support solution, allows clients to connect remote employees with technicians onsite in the event of a problem. Thanks to mobile devices or smart glasses, the remote expert sees exactly what the repair technician sees onsite. This is made possible by real-time video and audio transmission. The benefit of using Frontline running on smart glasses is that the remote technician can place 3D markers, documents or videos directly in the employees’ field of view to help them solve the issue. Additionally, the employee’s hands are free and can immediately follow the technician’s instructions.

Ford Motor Company is relying on Frontline xAssist with more than 3,000 dealerships in the U.S. and 7,500 worldwide. Every dealership is staffed with technicians trained to maintain and repair their customers’ vehicles, with most repairs being completed on the spot. But not always. Unresolved problems that brought customers back a second time following an initial repair attempt did not meet Ford’s high-quality standards. For these complex cases, Ford uses TeamViewer Frontline xAssist. Technicians contact their assigned Field Service Engineer to help diagnose, troubleshoot, and repair the issue via Frontline. They start a remote See-What-I-See session through a pair of smart glasses worn by the technician.

The device will display relevant information in real time such as images, diagrams, and most importantly 3D markers made by the remote expert. The camera enables the expert to see exactly what they would see on an on-site visit. By connecting the technician to an expert instantly, repairs are completed quicker, allowing customers to get behind the wheel faster.TeamViewer has also introduced AI functions that can be combined with AR workflows. One example is AiStudio, a fully integrated AI add-on to Frontline.

AiStudio consists of a self-learning algorithm to train AI models for image and object recognition. It does not require any programming skills. This enables customers to easily add AI capabilities to their day-to-day operations and improve their processes through automated verification. For example, in the food industry, AIpowered image recognition can be used to maintain compliance with hygiene standards. One use case is automated glove detection. The technology can confirm if employees are wearing gloves during food preparation by having them show their hands to the camera of smart glasses running TeamViewer.

This broad portfolio of comprehensive solutions sets TeamViewer ahead of its competition.

“No other company has a similar offering, ranging from remote connectivity to industrial AR solutions,” says Steil.

It is also a solution with one of the widest coverage, including roughly 130 mobile device manufacturers, operating systems, and IoT devices. TeamViewer’s solutions have the best-in-class usability and performance and run out-of-the-box without installation or complicated configuration.

”We are Committed to Quality. It is Extremely Important to us to be a Reliable Partner, To Strive for Excellence, And to Deliver Outstanding Results”

TeamViewer has a relentless focus on security. For instance, it’s remote connectivity solutions are protected by end-to-end 256-bit AES encryption, two-factor authentication, device authorization, and other industry-grade security features. On top, TeamViewer’s enterprise solution Tensor offers granular access management. TeamViewer complies with GDPR and is certified to different standards and requirements like SOC2 and HIPAA/ HITECH. All TeamViewer data center partners possess an ISO/IEC 27001 certification. BitSight Security Ratings ranks TeamViewer in the top one percent in the tech industry.

“We are committed to quality. It is extremely important to us to be a reliable partner, to strive for excellence, and to deliver outstanding results,” says Steil.

Tackling Mega Trends Today and Tomorrow

Going forward, TeamViewer’s growth strategies focus on four main pillars.

First, it has set the objective to build on its leading position in the remote access and support market. The recent launch of TeamViewer Remote will further boost its attractiveness for core target audiences across SMBs and non-commercial users. Within the remote access and support bucket, it will offer additional features like remote monitoring and management of devices or ticketing functionalities. With these features, it can add significant value to SMB customers and managed service providers.

When it comes to enterprise connectivity, TeamViewer will focus on remote access and control of devices like industrial equipment, machines, and other smart and IoT devices.

Finally, TeamViewer plans to make the Frontline platform a goto solution for digital workflows, providing step-by-step instructions and assistance.

“We have established ourselves as a key player in the industrial metaverse. This means the digital transformation of frontline work processes in logistics, manufacturing, and after-sales using AR. Our AR offering will further tackle mega trends like the shortage of skilled labor and the need for digital onboarding, training, and more efficient processes,” says Steil.