The story in brief:
- The Schlatter Group manufactures machinery and systems for wire processing and track construction that is often used for decades.
- Significant delays were caused by traditional service processes when problems arose, as technicians could not arrive on-site for hours or until the next day.
- Schlatter digitalized its global customer service in order to respond to disruptions more quickly, efficiently, and securely.
- The company uses TeamViewer’s integration with the Salesforce Service Cloud to allow service teams to access machine PCs directly from within a ticket.
- Using TeamViewer, problems can be analyzed and remediated in real-time, settings can be adjusted remotely, and TeamViewer interactions can be documented in the Salesforce-Case.
- The results include less downtime, better system availability, faster response times, lower travel costs, and a fully documented service process.
Introduction
The Swiss Schlatter Group is an international manufacturer of machinery and systems for wire processing and track construction. The organization serves customers worldwide and provides support for its systems throughout their long lifecycles.
The machines are often in service for decades, each playing a central role in the customers’ production processes. Consequently, the demand for stable operation and reliable technical service is high.
Challenges
The technical customer service team provides operational support for Schlatter machines in use around the world. If disruptions occur, they directly impact the customer’s productivity.
At the same time, traditional service processes are reaching their limits. Technicians are not always available on-site, and on-site customer visits cause delays and additional costs. Depending on the location, it can take an expert several hours or even a whole day to reach a piece of equipment, during which time the system sits idle.
As digitalization and regulatory requirements increase, so do the demands on services. Customers expect faster response times, transparent processes, and secure handling. Additionally, topics such as automation and access to machine data are becoming increasingly important.
For Schlatter, this means creating a global digital service process that focuses on remote access and responds quickly and efficiently, whilst also operating securely and integrating seamlessly with existing systems.
Martin Berger Head of the Service Department & Help Desk at Schlatter
„When we open a help desk case, we include all relevant information in the Salesforce ticket, such as the customer’s information, a description of the problem, and additional content, like images. From within the ticket, we can directly access the machine’s PC in the customer’s system using TeamViewer. “
Solution
Schlatter uses the Salesforce Service Cloud as its central ticketing system for customer service and also relies on the Salesforce-Integration from TeamViewer called Tensor. As a result, the team has created a seamless service workflow for dealing with issues from start to finish.
This connection allows service teams to analyze issues in real-time and take immediate action. They can modify settings and parameters remotely as needed without requiring a technician to travel to the customer’s location. Once the issue is resolved, the TeamViewer connection can be documented in the Salesforce-Case for auditing purposes.
In addition to Salesforce-Integration, key factors for the team led by Danny Müller and Martin Berger were TeamViewer’s global acceptance and high level of brand recognition among customers. Furthermore, TeamViewer met Schlatter’s stringent IT security requirements for software products.
Danny Müller Customer Service Sales Specialist & Developer at Schlatter
“Depending on the location, it would take half a day or longer to travel to a customer’s site. During that time, the system would be out of service. With remote access, however, we can significantly reduce that time. As a result, customers benefit from less downtime, higher productivity, and lower costs.”
Results
Schlatter is significantly improving the efficiency and speed of its customer service by tightly integrating TeamViewer Tensor into its Salesforce-based service process.
The key results:
- Improved productivity and system availability for Schlatter’s customers
- Faster response times thanks to direct access from within the Salesforce ticket, which eliminates the need to switch between different systems
- Auditing guaranteed: Information about interactions with TeamViewer is automatically available in the ticket
- A reduced need for on-site visits, which results in significantly lower travel costs
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