TeamViewer unveils Smart Service for manufacturing aid

TeamViewer has unveiled a new solution termed Smart Service, aimed at assisting machinery and equipment manufacturers in troubleshooting technical issues effectively.

The newly introduced Smart Service is designed to address significant challenges in the manufacturing sector, which include minimising unplanned downtime—a concern that, according to Deloitte, could exceed USD $50 billion annually in losses.

This solution leverages enterprise-level remote access and AR-assisted remote support, tailored specifically to operational technology (OT) settings, thereby enhancing service efficiency and maintaining productivity standards.

Mei Dent, Chief Product and Technology Officer at TeamViewer, stated, "At TeamViewer, we recognize the pressing and intricate challenges that manufacturers of machinery and equipment encounter. Our Smart Service offering goes beyond traditional remote support; it integrates IT and OT capabilities into a unified solution. This integration not only ensures continuous uptime but also enhances productivity, enabling manufacturers to maintain operational efficiency during critical times."

The need for robust after-sales support infrastructure is underscored by a recent survey from ABI Research, where 64% of manufacturers prioritised a comprehensive onboarding process from suppliers. Eric Abbruzzese, Research Director with ABI Research, mentioned, "To enable this, a cohesive end-to-end solution with key integration points supported is a requirement. Having both a strong after sales solution leveraging AR, along with supporting infrastructure to enable it, leads to both quicker time to market pre-sales and time to value after-sales."

Smart Service is designed to cater to multiple industries including industrial manufacturing, agriculture, healthcare, and professional electronics, by providing tools for diagnosing and resolving mechanical issues. The service also addresses software glitches via secure remote machine access, complemented by features like port forwarding and VPN extension.

For effective global communication, the Smart Service includes live captioning with real-time translation capabilities, which assists in transgressing language barriers even in noisy settings. The transcription and storage of troubleshooting sessions allow for a comprehensive knowledge base, aiding in faster resolution of issues by referencing past incidents.

Stefan Baumgart, Director of Product Management at TeamViewer, noted the increasing importance of swift resolutions in after-sales processes, "Downtime is a persistent challenge, and the pressure to respond quickly is increasing. Customers expect fast, reliable resolutions, but traditional after-sales processes often fall short or face real challenges like a lack of qualified experts. With TeamViewer Smart Service, we are raising the standard by integrating remote support and AR capabilities to transition reactive service models into proactive, real-time troubleshooting operations."

Beyond operational efficiencies, the Smart Service aims to assist manufacturers in reducing their carbon footprint by cutting down on the necessity for travel to service equipment, aligning with emerging ESG reporting standards. This environmentally conscious approach integrates seamlessly with operational goals, servicing both IT and OT environments effectively.