Background

Located in the Sierra foothills, Jackson is a small but growing town in Amador County, California. With limited access to tech support services, local businesses often struggle to maintain secure, operational IT environments.

Enter Howe Tech—a locally owned and operated IT service provider offering repair, support, and customized business services across computer systems, networks, and a variety of devices. The business, now owned and operated by CEO Jerry Howe, began as a small computer repair shop. When Jerry took over the company in 2021, he saw an opportunity to expand services and better serve the local population by shifting toward a managed services model.

Challenges

As the only premier tech provider within a 90-mile radius, Howe Tech faced the dual challenge of growing client demand and long drive times. Clients were increasingly looking for always-on IT support, but the travel requirements meant Jerry couldn’t always be on site.

“To keep serving this community, I either had to say no to certain clients, or find a secure, all-in-one remote solution,” said Howe. “I had used TeamViewer personally to help my mom, but never considered it for business. Once I explored the capabilities, I realized it was exactly what I needed.”

Howe Tech’s small-business clients were also experiencing growing threats from scams and cyberattacks. Without visibility into device health or the ability to respond proactively, these clients were left vulnerable – and often unaware until it was too late.

Solution

In October 2024, Howe Tech implemented TeamViewer Remote with Remote Monitoring and Management (RMM) and Managed Detection & Response (MDR) capabilities. He worked with his account team to customize the product with the specific benefits and features needed as a small but quickly growing business. This empowered Jerry to monitor client devices, respond to incidents instantly, and build proactive security into every service agreement.

TeamViewer’s solutions now support a comprehensive service portfolio, including:

• Asset Management: Jerry can now keep track of every endpoint, server, and mobile device across his client base. This visibility is crucial for small businesses that rely on just a handful of machines to run their operations. “Before TeamViewer, I had to manually check machines or ask clients to report problems,” said Howe. “Now, I know what’s online, what’s outdated, and what needs attention – all from one dashboard.”
• Device Monitoring: Through real-time alerts, Jerry receives notifications when systems go offline, encounter errors, or exhibit unusual behavior. This allows him to address issues before they escalate, minimizing downtime for his clients.
• Managed Detection & Response (MDR): TeamViewer’s security tools, powered by Malwarebytes, provide proactive threat detection and automated resolution. “We used to have two to four people a week coming in saying their life savings were being siphoned by scammers,” Jerry explained. “We needed a solution that didn’t just secure systems but also gave people a trusted line of defense.”

In addition to the technical benefits, TeamViewer significantly reduces administrative overhead. “Instead of spending hours tracking support time or compiling reports, TeamViewer gives me everything I need in a single, easy-to-use console. I can focus on solving problems, not managing paperwork.”

Transparency is also a core value for Howe Tech. TeamViewer’s logging and session recording features allow clients to see exactly what work was done, helping to rebuild trust for customers wary of IT providers.

Results

Since partnering with TeamViewer, Howe Tech has achieved impressive results:

• 344% increase in service capacity, from 9 to 40 tickets per week
• Expanded service offerings, including asset management, monitoring, and cybersecurity
• Significant customer growth – now serving over 100 clients, including 30 businesses, marking an 80% year over year increase
• High-profile customer wins, including a popular hotel and a major development project by a local Native American tribe

TeamViewer’s automated threat detection capabilities have also elevated Howe Tech’s reputation:

“I get reports that TeamViewer dealt with a problem before the customer even knew it existed,” said Howe. “Then I can reach out, show them what happened, and assure them it’s already been handled. It makes me look good.”

Looking ahead

As Howe Tech eyes expansion into government contracts and larger commercial clients, Jerry plans to continue investing in TeamViewer. The platform continues to support Howe Tech’s goals of delivering secure, scalable, and human-centered IT services.