After researching available options, a remote connectivity solution was identified as the most promising way for Cimbali Group experts to perform remote troubleshooting. By looking into the machine settings and parameters, technicians would be able to identify the problem.
“The choice fell on TeamViewer for several reasons. Among the many players on the market, TeamViewer has a recognized history. We have developed all the activities together with them, beginning with the software modification necessary to connect the machines, always finding excellent support in technical and operational management. In addition, it is a solution that has many strengths in the aspects of security, which today is essential for a successful go to market”, said Edgardo Ferrero, Services Director at Cimbali Group.
Each one of Cimbali Group’s fully automatic Series S machines now ships with the TeamViewer client installed. If a customer encounters an issue, they can open a support ticket with their Cimbali Group’s service partner. The customer can create a session by pushing the TeamViewer icon on the machine’s display. This manual request provides an extra layer of security, making sure unauthorized access is impossible.
Once the session is created, technicians from Cimbali Group or one of its distributors have reliable and secure remote access to the coffee machine screen, almost as if they were on-site. They can conduct a comprehensive assessment of the issue and often solve it by changing software parameters. This way, they can quickly resolve many problems, reducing machine downtime and minimizing revenue lost.