Customer Success Story

Leitner Ropeways

AR-based support optimises the operating time of ropeways.

Peter Rabanser, Director of Customer Service, LEITNER ropeways

Thanks to TeamViewer Pilot, we are able to solve problems quicker as we receive a view of the situation on site in real time.

Challenges

As a manufacturer of state-of-the-art technologies, customers expect premium support from LEITNER ropeways – anywhere and anytime. The company’s service team has to tackle several challenges:

  • Availability 24 hours a day, 365 days a year and immediate troubleshooting anywhere around the world
  • Difficult working conditions when performing outdoor repairs
  • Ropeway size and complexity make troubleshooting difficult

Solution

When providing support for ropeways, a view of the system from outside is often required. Here, the TeamViewer Pilot smartphone app supports troubleshooting with augmented reality functions. TeamViewer Pilot provides real-time video stream of the service location. Using graphical elements displayed on the live image, the experts at LEITNER ropeways can assist the technician on site. By recording the video connection, technicians can document the procedure.

Results

  • Immediate repair thanks to remote assistance rather than field service technicians having to travel for several hours
  • Fast troubleshooting even across language barriers if a customer speaks a different language
  • No more costs for field technicians thanks to remote support via TeamViewer Pilot
  • Increase of remote troubleshooting, as TeamViewer Pilot provides an enhanced view for technical support

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