EssilorLuxottica provides seamless support for smarter seeing and hearing with TeamViewer
Industry: Medical and Healthcare
Use case: Remote Support
The story in a nutshell
- EssilorLuxottica is a global leader in vision care products, eyewear and med-tech solutions.
- For over a decade, TeamViewer has supported the company in remotely managing IT devices and digital screens across its operations and retail stores.
- In 2025, the company launched Nuance Audio, a groundbreaking smart eyewear solution with invisible hearing support, helping people with mild-to-moderate hearing loss reconnect with the world.
- TeamViewer Tensor enables real-time monitoring, troubleshooting, and updates for the Nuance Audio demo boxes and shelves in 11,000+ stores, ensuring consistent performance and reliable store operations across continents.
- Centralized management reduces downtime, increases maintenance efficiency, ensures seamless operations, and supports global expansion without adding IT complexity.
Background
EssilorLuxottica is a global leader in vision care products, eyewear and med-tech solutions. With over 18,000 stores worldwide, the company is constantly innovating at the intersection of style, vision, and technology.
For over a decade, EssilorLuxottica has relied on TeamViewer to remotely support and manage thousands of IT devices and digital screens across its stores and offices, ensuring operational efficiency and consistent customer experiences.
In 2025, it launched Nuance Audio, a groundbreaking smart eyewear solution with invisible hearing support, helping people with mild-to-moderate hearing loss reconnect with the world - discreetly and stylishly.
Challenges
As of September 2025, rolling out a high-tech product to 11,000+ stores across multiple continents came with significant operational challenges. Every in-store demo box - critical to creating the “wow moment” that sells Nuance glasses - needed to work flawlessly.
“The demo box is a key part of the selling process… If it’s not working, we can’t deliver that seamless customer experience.” – Marzio Trevisan, SVP IT, EssilorLuxottica
Solution
Using TeamViewer Tensor, EssilorLuxottica centralized the management of every demo box globally. The IT team in Milan can now monitor, troubleshoot, and update thousands of devices in real time, ensuring no store loses valuable selling time.
“TeamViewer isn’t just reactive support. It’s proactive, stable, and reliable. Proactive means that stores don’t need to wait for IT to connect - they can signal an issue while our team is already monitoring and even pushing updates remotely. That kind of efficiency and speed makes the difference for us.”
SVP IT at EssilorLuxottica
Results
- Seamless global operations: Centralized management for 11,000+ stores worldwide, ensuring devices and demo boxes are always operational.
- Efficiency and reliability: Fast, proactive maintenance reduces downtime and keeps business processes and retail operations smooth across continents.
- Scalable innovation: The platform supports the ongoing rollout of Nuance Audio and is ready for future smart eyewear innovations.
Looking ahead
As EssilorLuxottica continues its expansion into smart eyewear and med-tech, TeamViewer remains a strategic partner, enabling scalable, reliable support for innovations that change lives.
“This is just the beginning of our journey. And it will continue in the years to come—along with TeamViewer.” – Stefano Genco, Global Head of Nuance Audio, EssilorLuxottica
Do you want to know more?
Are you interested in remote access solutions? We are happy to explain our approach.
