Bühler

Bühler relies on digital support processes with TeamViewer Tensor to support its plants and customers

Industry: Food and Beverage

Use case: Remote Support

Background

Without Bühler, the shelves in supermarkets around the world would remain empty: Whether flour, rice, or pasta - many foods come from the production lines of the Swiss plant manufacturer, who provides its solutions to food producers worldwide. A whole quarter of the world‘s population enjoys food that has been processed with the company‘s systems. Moreover, Bühler‘s technologies are also used to make parts for vehicles, eyeglasses, smartphones, paper, and printed products.

The Bühler Group ensures that the food production for two billion people is up and running. For this, the company relies on digital support processes with TeamViewer.

Challenges

Bühler exports its production systems to over 140 countries worldwide. More than 1,000 technicians are needed to support customers and their own service teams. However, the previously used remote support software did not guarantee optimal customer support:

The previous software was almost impossible to use for customers with little IT knowledge
Support sessions to rural areas frequently broke down due to poor internet infrastructure
No documentation of the support sessions, which is required for obtaining the cyber security certification according to ISO 27001

Solution

Bühler relies on TeamViewer Tensor, the enterprise-level solution for digital service processes. The IT and security managers at Bühler define and monitor the use and access rights for the 1,000 support experts centrally from Uzwil, Switzerland using conditional access rules in the TeamViewer Tensor management console. The settings can be rolled out and enforced centrally on all clients equipped with TeamViewer. This ensures that all remote connections are centrally managed and fully controlled.

Results

With TeamViewer, Bühler manages to be close to its customers and employees across geopolitical, geographical, and technical hurdles and distances.

Reduced downtimes for customers thanks to reliable and fast troubleshooting.

Significant reduction in travel costs.

Achievement of ISO 27001 cyber security certification due to logging and traceability of all support sessions.

“Bühler has been certified according to ISO 27001 in 2020. Particularly in the area of security, we were able to take an important step towards this certification with TeamViewer Tensor.”