Challenge

Competing on the global market presents significant challenges for an relatively small engineering company, particularly in providing timely and effective customer support with a small team of highly skilled customer support experts. The dental practices that use the milling machines expect a maximum machine uptime to best serve their patients and minimize inconvenient waiting times. With customers spread across continents, the need for a highly reliable remote access solution to maintain and troubleshoot their machines is therefore critical for twinMac to best serve dentists and ultimately patients.

The requirements for remote connectivity solution include:

• Global customer reach: enable twinMac’s small support team to assist customers worldwide, from Turkey to Canada, without scaling operations unsustainably
• Machine uptime: maintain the high-performance dental milling machines used in practices and clinics, minimizing downtime and patient wait times
• Fast issue resolution: provide instant remote diagnostics and real-time problem-solving to meet high customer expectations
• Operational efficiency: provide access across time zones and regions—empowering engineers to deliver seamless support at any time
• Patient impact: help dentists maintain uninterrupted workflows and deliver timely care, safeguarding the patient experience and trust

Solution

To solve these challenges, twinMac chose TeamViewer to enhance their business operations and customer service. A unique advantage for the company is that they not only build the milling machines but also design all software controllers for the seamlessly connected milling machines in-house. Therefore, it was easy to integrate the TeamViewer client into their CNC milling machines ex works. This ensures that either their own support team, or the experts at their local resellers, can remotely access and troubleshoot machines anywhere in the world.

“Everyone is looking for just-in-time solutions these days. Our machines often work 24/7, including lights-out production scenarios. That’s why we decided from the beginning to include a state-of-the-art level of connectivity. If there is a problem, our team can remotely access the machine to analyze and solve the issue. This would not be possible without TeamViewer. We would be more or less limited to the domestic market”, says Levent Ak, CEO at twinMac.

Today, TeamViewer is deeply integrated into the team’s daily processes. “When a customer opens a support ticket, we prioritize those tickets that include the TeamViewer connection details of the respective machine. We inform our customers that this way, they get faster and better support, and our customers appreciate this premium service”, says Ak. This way, twinMac solves about 80 support tickets per month via TeamViewer.

Benefits

Using TeamViewer has resulted in several key benefits for twinMac:

• Increased uptime: twinMac can provide faster and more efficient support to its customers, minimizing downtime and ensuring 24/7 production
• Improved customer and ultimately patient satisfaction: The ability to resolve issues quickly and provide reliable support has resulted in high customer satisfaction and loyalty, making life easier for dentists and patients around the world
• Global market expansion: TeamViewer allows twinMac, even as a highly specialized small business to massively expand its addressable market, providing support in multiple countries without the need for a physical presence
• Cost savings: By reducing the need for on-site visits, twinMac and its local resellers save on travel costs and time, allowing them to allocate specialist resources more effectively