The story in a nutshell
- M3 Solutions drives digital transformation across Japan, delivering electronic medical records and integrated clinic management solutions to healthcare providers nationwide.
- The company’s migration to TeamViewer Tensor saw 50,000 connected devices transitioned with zero manual reconfiguration and minimal staff training required, enabling full compliance with Japan's latest medical guidelines.
- TeamViewer Tensor’s comprehensive audit log functionality enables rapid response to internal audits and regulatory requests, future-proofing operations for Japan’s upcoming mandatory two-factor authentication requirements.
- The platform now manages 25,000 remote connections monthly across four key departments, leveraging TeamViewer Tensor's expanded concurrent capacity to eliminate connection delays during peak periods.
- TeamViewer delivered a 75% customer support response time reduction—from 2 hours to 30 minutes per case—while eliminating travel-related costs.
Background
M3 Solutions Inc. is a 400-employee organization dedicated to driving digital transformation across Japan's medical sector, with a primary focus on clinic operations. The company's core business includes system development, sales, and support of the electronic medical records system “M3 DigiKar” and the clinic reservation-to-payment system “DigiSma Clinic.” M3 Solutions also provides medical accounting computers, highly regulated medical devices, and staffing services for medical institutions. By staying close to frontline needs, M3 Solutions provides end-to-end support from clinic digitalization to management assistance, delivering services that improve operational efficiency and safety across medical settings nationwide.
As IT adoption accelerated in healthcare settings, varying levels of staff IT literacy led to increased system troubleshooting requests and operational inquiries. Legacy remote support tools presented functional limitations, such as requiring VPN connections and lacking OS-level access capabilities, which necessitated costly on-site visits. To address these challenges, M3 Solutions supported Japanese medical settings for over 15 years by implementing TeamViewer Remote.
Challenge
For many years, TeamViewer Remote served as the foundation of M3 Solutions’ digital support capabilities, improving efficiency and providing remote support for medical professionals across Japan. Despite this, evolving regulatory requirements in Japan's healthcare sector have created new challenges. Stricter medical guidelines now mandate enhanced security controls, including Single Sign-On (SSO) capabilities and comprehensive audit logging. Moreover, beginning in 2027, two-factor authentication will become mandatory across healthcare IT systems. With anticipated increases in security-related inquiries from partner clinics, M3 Solutions needed to expand remote connection accounts while ensuring regulatory compliance and maintaining operational efficiency to deliver more secure and comprehensive customer support.
M3 Solutions required an advanced remote support solution that could respond to evolving customer needs without disrupting existing business operations.
Yutaka Miyagawa Group Leader, System Support Group, Business Development Division, M3 Solutions
“TeamViewer Tensor represents a transformational step forward for M3 Solutions, enabling us to simultaneously advance medical digital transformation, strengthen security compliance, and optimize operational efficiency.”
Solution
TeamViewer is utilized across M3 Solutions’ entire business ecosystem, from internal user training to direct customer support. Key departments that leverage TeamViewer include the onboarding team, which provides implementation support for sales team products; the field service team, which handles hardware maintenance; the customer support team, which responds to customer inquiries; and the system support team, which handles escalations from other departments.
In the customer support center, remote support using TeamViewer is indispensable, as it facilitates operational guidance and troubleshooting processes that are often difficult to convey by phone alone. TeamViewer remote assistance also plays a vital role when staff are dispatched to resolve on-site issues at medical institutions, averaging approximately 25,000 connections per month.
In September 2025, the company migrated from TeamViewer Remote to the enterprise-grade TeamViewer Tensor. In the medical field, where speed and efficiency are paramount, TeamViewer Tensor’s ability to support a greater number of concurrent connections has significantly improved the flexibility and responsiveness of M3 Solutions’ remote support capabilities.
TeamViewer Tensor has also enhanced security and compliance. The product’s comprehensive audit log functionality enables easy tracking of both how and when devices are connected to selected institutions. This enables operations that align with M3 Solutions' security-first policy, providing internal audit support, external guideline compliance, and unauthorized access prevention.
Results
The TeamViewer Tensor implementation was led by M3 Solutions’ Business Development Division, Security Department and the System Support Group. As an existing TeamViewer customer, migration proceeded extremely smoothly, with approximately 50,000 connected devices requiring no manual reconfiguration. Moreover, additional training required for M3 Solutions staff was limited, minimizing onboarding investment.
Prior to TeamViewer’s introduction, M3 Solutions’ customer support procedures required an average of 2 hours per case, including travel time and response time. The implementation of TeamViewer Remote eliminated travel requirements, reducing overall response time by around 75%.
The migration to TeamViewer Tensor has built on this foundation, expanding connection capacity to enable simultaneous remote support operations by multiple departments and enhancing customer response times. The elimination of delays related to connection limits, particularly during inquiry-intensive periods such as medical fee revisions, has served as a significant benefit to M3 Solutions’ customers and support teams alike.
TeamViewer Tensor’s audit log functionality additionally enables rapid response to internal audits and external requests for connection history, establishing a compliance-ready framework that can adapt to future regulatory changes.
In the future, M3 Solutions plans to further enhance operational sophistication through the implementation of retired user account management systems and remote policy deployment. The company is also considering the full-scale utilization of user management and device management functions. Furthermore, as Japanese medical guidelines continue to identify SSO integration as an important future measure, M3 Solutions plans to establish a framework for SSO integration and a system for regular audit log checking.
Yutaka Miyagawa Group Leader, System Support Group, Business Development Division at M3 Solutions
“Our longstanding partnership with TeamViewer and their exceptional support organization has been instrumental to our success. As we continue expanding TeamViewer Tensor's capabilities and refining our operations, we're confident in our ability to solve evolving healthcare challenges while continuously improving customer satisfaction.”
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