The story in a nutshell
- Headquartered in Qingdao, China, Hisense, a multinational major appliance and electronics manufacturer, employs more than 100,000 employees and offers its products and services in more than 160 countries around the world.
- The COVID-19 pandemic accelerated the adoption of ‘remote first’ customer support. Remote service alleviates maintenance visits and travel costs.
- Many commercial displays are deployed in high-traffic areas, such as airports, train stations, and stadiums, to effectively communicate with larger audiences. Remote support is able to provide a streamlined maintenance cycle to tackle downtime risks.
- With TeamViewer remote solutions, Hisense is able to shorten the trouble shooting cycle from days to hours or even minutes and to increase customer satisfaction.
Background
Hisense, headquartered in Qingdao, is a multinational major appliance and electronics manufacturer. Hisense’s products and services are available in more than 160 countries and regions around the world, and it has more than 100,000 employees. Particularly, Hisense commercial displays occupy an important position in the market. Ever since Hisense’s commercial displays entered the overseas market in 2019, the company’s global business has achieved large-scale growth in the past three years, with a three-year compound growth rate of 171%.
Challenges
In overseas markets, Hisense commercial displays have achieved particularly outstanding results, especially in the European market. In 2022, Hisense built a 450-square-meter LED project for the Parc des Princes, home of Paris Saint-Germain Football Club, and provided a series of LED displays, video walls and products such as digital signage to create an excellent experience for European audiences watching large-scale events.
In 2022, Hisense won the bid for the digital menu screen and queuing screen projects for KFC and Burger King from 2022 to 2024 in Europe; in North America, it won the bid for the Costco in-store advertising screen project; in Indonesia, it entered the G20 Summit Police Command Center. In 2023, Hisense has built a 300-square-meter LED large screen project for the St. Jacobs Stadium of Basel Football Club in Switzerland.
During and after the pandemic, more and more customers, especially those in Europe, have put forward higher requirements for Hisense. Customers hope to operate equipment remotely to reduce maintenance labor and travel costs. Moreover, many commercial displays are used in places with a lot of traffic, such as airports, train stations, stadiums, etc. Every minute of downtime of these displays will bring huge losses to businesses and customers, so customers are also eager to shorten the operation and maintenance time cycle.
Solution
After testing by the local team, Hisense immediately chose TeamViewer and used its remote connection platform to quickly realize these requirements. The maintenance cycle has been shortened from days to several hours or even minutes, and there is no need for technicians to travel to the site. Operation and maintenance can be performed remotely, which directly reduces considerable costs for customers and improves customer satisfaction.
As the world gets more connected, TeamViewer will help companies like Hisense improve customer service and expand globally through the power of remote connectivity.
The benefits speak for themselves
- Shorter maintenance cycle and decrease of resolution time
- Cost savings due to remote maintenance
- Enhancement of resource management for major events
- Reduction of CO2 emissions induced by travel
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