Hamburger Software GmbH relies on TeamViewer for smooth and efficient customer support
The story at a glance
- HS - Hamburger Software GmbH & Co.KG offers competent and specialized customer support for its ERP software products.
- Using TeamViewer, the 30-strong support team provides fast and 1:1 assistance in using the ERP software to keep its customers’ business-critical processes running at all times.
- The sales and training teams use TeamViewer for 1:1 software training and online demos, saving travel time.
- IT security is an important prerequisite for use of business data – TeamViewer has all the relevant certifications for this.
- TeamViewer Remote is seamlessly integrated into existing software products for fast and seamless assistance, the website as well as the ticketing system.
Overview
HS - Hamburger Software GmbH & Co KG – HS for short – serves thousands of SME customers from all over Germany with its ERP solutions. The company’s 30-strong support team relies on TeamViewer to quickly and easily help its customers and therefore keep their critical business processes running reliably.
Challenges
HS offers a broad portfolio of solutions for activities including merchandise management, financial accounting and payroll accounting. In addition, the software company focuses on excellent service and support. Since modern ERP systems are capable of mapping business and corporate processes in an increasingly complex and detailed manner, telephone customer support turned out to be cumbersome.
As a result, the company has relied on remote support software for many years to provide customers with direct, high-quality support both in operating the software and in answering questions about accounting or payroll accounting, for example.
“The customers appreciate it when a qualified employee connects and the problem is solved in no time. Also, our own employees are happy that we have this option, because support without TeamViewer is much more demanding and usually takes longer.”
Head of Support & Technical Support at HS
Solution
To ensure that customers can access their critical business processes at any time, TeamViewer Remote is the solution of choice for HS. “TeamViewer’s offering is the best fit for our purposes. The solution runs reliably on all devices, and it also has all the IT security certifications relevant to us,” says Deniz Atmaca-Garnies, Head of Support & Technical Support at HS.
TeamViewer is used on a daily basis, especially by the support staff. It is not only about the installation and use of the software, but also about content-related questions, such as accounting or correct accounting. Therefore, not only HS’ technical experts, but also their experts for accounting or balance sheets rely on TeamViewer when remotely helping the clients.
Customers can start the TeamViewer client conveniently and securely directly from the HS software. A support employee can then connect to the customer’s computer, see what is happening and help with both technical and content-related questions.
In addition to support, TeamViewer is also used at HS for 1:1 software training and sales presentations.
Outcome
TeamViewer is firmly integrated into the business processes of HS. The solution is integrated in the software products, on the homepage and also in the ticketing system Zendesk. TeamViewer contributes to turnover, as the service via TeamViewer is offered to customers as an additional service in maintenance contracts.
In daily use, customers and support staff save a lot of time with TeamViewer Remote, as customer enquiries can be answered easier and quicker. Critical customer business processes are therefore reliably kept running. In sales and training, customers or prospective buyers can be better informed and advised when both sides see the same thing.
Deniz Atmaca-Garnies: “We have enjoyed working with TeamViewer for ten years. It’s simply an uncomplicated partnership that always provides us with reliable support in our business processes and workflows.”
The results speak for themselves
- Faster problem solving: direct help via TeamViewer ensures reliable availability of business-critical ERP software at the customer’s site
- Smooth support process: integration into own software products, homepage and ticketing system.
- Contribution to turnover: customers can book fast service via TeamViewer as an add-on
- Less travel costs: online demos via TeamViewer for sales and presales
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