The story in a nutshell
- Acrelec, a global leader in digital transformation for quick service restaurants, provides digital menu and ordering kiosk solutions for tier-one chains worldwide.
- The company needed a secure, scalable way to remotely manage and maintain tens of thousands of in-store devices without disrupting restaurant operations.
- With TeamViewer Tensor, Acrelec technicians can securely access, monitor, and troubleshoot devices at scale—making nearly one million device connections per year.
- The solution enables seamless collaboration between developers, project managers and support teams across continents during build, testing and deployment.
- Centralized user management, two-factor authentication and encryption ensure enterprise-grade security and compliance.
Background
Global technology company Acrelec delivers end-to-end digital transformation solutions for restaurant and retail brands. From self-ordering kiosks to digital drive-thru menu boards, its technology powers operations for tier-one chains such as McDonald’s, Wendy’s and Burger King.
With tens of thousands of kiosks deployed globally, any downtime can quickly translate into long lines and lost sales. To ensure reliability and speed across thousands of connected devices, Acrelec relies on TeamViewer Tensor to remotely monitor, diagnose, and resolve issues—no matter where a device is located.
Challenges
Each Acrelec deployment spans multiple regions, with development, project management and support teams working across continents. This global reach creates challenges in device setup, testing and ongoing maintenance.
Without remote access, troubleshooting relied heavily on verbal descriptions from busy store managers—often during peak hours.
“We’ve had instances where a store manager—focused on a line of customers out the door—is trying to tell us what's on the screen, and we frantically have support staff trying to go through documentation to match up what they’re hearing. It’s like the telephone game.” says Andrew Nosal, Director of Projects at Acrelec America
To solve these challenges, Acrelec needed a technology solution that could:
- Enable remote access and collaboration between distributed development and support teams
- Reduce costly site visits and keep stores running smoothly
- Deliver enterprise-grade reliability and security compliance
Thibaud Denolle CEO at Acrelec America
“In terms of performance, for me, TeamViewer is absolutely unmatched.”
Solution
To bring efficiency and precision to its operations, Acrelec adopted TeamViewer Tensor’s enterprise-grade remote connectivity solution designed for scale and security.
TeamViewer supports Acrelec’s work through every project phase—from the initial build and testing stages to live deployments and ongoing support. During development, engineers remotely connect to devices in lab environments to validate software updates before rollout. Once deployed, the same secure solution allows Acrelec to monitor, diagnose, and resolve issues across thousands of devices.
“In today’s world, cybersecurity threats and compliance issues are top of mind for our customers. We use TeamViewer Tensor to access centralized user management, multi-factor authentication, deactivation of accounts, password management, and encryption. All of those features help maintain a secure and compliant environment for our customers at scale.” says Thibaud Denolle, CEO at Acrelec America.
Results
With TeamViewer, Acrelec’s technical teams can instantly access and control kiosks to identify and resolve problems in real time—without waiting for on-site assistance. This minimizes downtime, reduces the need for site visits, and ensures restaurants can focus on providing superior customer service instead of troubleshooting technology.
TeamViewer also streamlines day-to-day workflows, such as transferring configuration files or updating systems remotely—tasks that previously required physical access.
In the past year alone, Acrelec conducted nearly one million remote connections across tens of thousands of devices.
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