The story in a nutshell
- iCubed Systems is a leading provider of enterprise mobile device management software in Japan that serves over 8,000 companies with its flagship product CLOMO MDM.
- By integrating TeamViewer Remote into CLOMO MDM, iCubed Systems has been able to significantly streamline its IT support functionality, achieving substantial reductions in its support costs.
- Screen sharing and remote control capabilities have allowed iCubed Systems to successfully reduce the time required to respond to inquiries from users unfamiliar with device operations.
- TeamViewer Remote helps facilitate off-site maintenance capabilities for unmanned devices, leading to reduced transportation and labor costs.
- The TeamViewer Remote integration has improved both customer satisfaction and facilitated new business growth.
Introduction
With approximately 140 employees, iCubed Systems is Japan's leading provider of enterprise mobile device management solutions. Their flagship product, CLOMO MDM, is an enterprise mobile device management software service that has successfully maintained the No. 1 market share in Japan's Mobile Device Management (MDM) market for over 15 consecutive years. CLOMO MDM is used and trusted by over 8,000 companies across a diverse range of sectors including, food service, manufacturing, healthcare, and education.
Amid accelerating digital transformation and the diversification of digital work styles, the types of products managed by iCubed Systems have expanded beyond smartphones to business devices such as factory tablets, office reception terminals and restaurant ordering systems. Each of these devices brings with it new challenges for the IT support staff that maintain and troubleshoot them. To address this, iCubed Systems has fully integrated TeamViewer Remote into CLOMO MDM, significantly streamlining customer support operations and improving its service quality.
Takeshi Kawamura General Manager, Sales Department, CLOMO Business Division at iCubed Systems
“iCubed Systems is committed to technological innovation and service improvements that can meet the diversifying needs of our customers in today's world. Through this collaboration with TeamViewer, we are confident that we can resolve the burdens and challenges in device operations that many customers face, which significantly contributes to gaining further trust from our customers.”
Challenges
Customers using CLOMO MDM faced a growing number of cases in which they had to respond to inquiries from users unfamiliar with device operations. These cases required support staff to use significant amounts of time and resources to identify issues and provide resolution guidance, resulting in workflow disruptions.
Moreover, for unmanned devices such as electronic blackboards, digital signage, restaurant table ordering tablets, POS tablets, and warehouse barcode readers, these issues were more pronounced. IT support staff were frequently required to travel on-site for maintenance work, resulting in increased transportation and labor costs.
To resolve these challenges, iCubed Systems needed a solution that could bring new remote support functionality to its existing services.
Solution
TeamViewer Remote’s high-quality, high-performance remote access control functionality was implemented into the CLOMO MDM management screen, enabling IT administrators to seamlessly perform screen sharing and remote operation of devices simply by selecting the device they want to remotely access.
Several factors drove iCubed Systems’ decision to choose TeamViewer:
- Trusted globally: TeamViewer's worldwide user base, proven track record, and robust security make it a leader in remote service integration.
- Developer-friendly integration: TeamViewer's well-documented API and comprehensive support team enabled smooth, efficient integration development.
- Performance that matters: Connection stability, high-quality rendering, and minimal latency were well-suited to managing business-critical and unmanned devices across diverse environments.
Keisuke Kawamura General Manager, Sales Department, CLOMO Business Division at iCubed Systems
“Through this partnership, we have successfully added new value to our services and achieved differentiation from our competitors. As a result, we believe this has contributed greatly not only to improved customer satisfaction but also to our company's business growth. Moving forward, we will continue to deepen our cooperation with TeamViewer and provide innovative solutions that meet our customers’ needs.”
Outcome
Through this integration, companies using devices managed by iCubed Systems no longer require on-site support from IT administrators, resulting in significant improvements to operational efficiency. This has been particularly well-received in the maintenance of unmanned terminals, such as digital signage and electronic whiteboards, allowing personnel to remotely verify device functionality and perform maintenance.
IT personnel have also experienced tangible efficiency gains in help desk operations. Remote connectivity has reduced problem resolution time by up to 83% in certain cases, delivering both operational speed and improved accuracy. This has resulted in dramatically higher IT staff satisfaction and substantial cost savings.
Moving forward, iCubed Systems will continue developing and expanding its services to align with market needs, including value creation through TeamViewer integration, to deliver increasingly robust service offerings to customers.
Do you want to know more?
Are you interested in remote access solutions? We are happy to explain our approach.
