LobbyFox bolsters customer satisfaction by remotely updating, maintaining, and repairing its digital check-in systems

Industry: High Tech & Software

Use case: Remote Access, Remote Maintenance

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Background

From its base in Bowling Green, Kentucky, LobbyFox produces highly-customizable, fully-managed software systems to automate and control guest reception, particularly in manufacturing facilities throughout the country.

Challenges

With a workforce of just 20 serving numerous clients in locations all over North America, the tasks of keeping customer kiosks up-to-date, running properly, and adapted to evolving client needs would require LobbyFox to hire a significant number of new technicians if that work had to be done at the customer’s site
Getting on the phone with customers and trying to explain how to resolve an issue with their system could easily require an hour of staff time. A local in-person visit would cost a minimum of $250. Hiring a contractor would cost closer to $2,500. None of these options are financially sustainable, or operationally scalable
When problems do occur, customers unfamiliar with the system would frequently mis-diagnose the issue, slowing its ultimate resolution

Solution

With TeamViewer Tensor, LobbyFox can free its customers from maintenance and repair responsibilities, while providing a variety of other valuable benefits as well.

Tyler Pedigo Chief Financial Officer at LobbyFox

“Twenty minutes worth of work by our technical team here is the equivalent of $2,500 worth of contractor visits and days of planning, to do the exact same thing.”