Customer Success Story

ALOtec

TeamViewer Pilot Support for laser systems: ALOtec gains a competitive advantage with after-sales service via remote support with Augmented Reality

Clemens Kuhn, Senior Executive, ALOtec Dresden GmbH

By using TeamViewer and TeamViewer Pilot we were able to shorten our reaction time significantly.

ALOtec plants are installed all over the world. When it came to service and support on an international level an efficient solution was needed.

Challenges

  • Misunderstandings in telephone support for complex problems
  • High time expenditure for travel
  • Lack of overview of the customer‘s entire plant can make it difficult to find solutions

Solution

With TeamViewer, ALOtec service technicians can remotely access the plant and directly view and adjust plant parameters. With the Augmented Reality (AR)-based app TeamViewer Pilot, the customer and the ALOtec support have a shared view of the situation.

Results

TeamViewer and TeamViewer Pilot provide the technicians of ALOtec a more exact picture of the situation at the customer‘s site than with classical support.

  • Faster and more accurate diagnosis and troubleshooting
  • Time savings of up to two hours per service case and cost savings of up to ten percent

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