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10 nov 2025

Proactive IT support that grows with your business

With TeamViewer ONE, you can stop chasing IT problems. Predict, prevent, and fix them automatically. Focus on the business and improve digital employee experience (DEX).

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Insights overview

Even minor tech hiccups can slow business to a crawl in today's fast-paced workplace. For IT teams, managing remote, hybrid, and Bring Your Own Device (BYOD) setups, waiting for problems to happen is no longer an option.

Proactive IT strategies change the game. They help IT teams manage their workload and improve DEX using real-time data and automation. This allows them to find and fix problems before users are affected.

With TeamViewer ONE, lean IT teams can stop firefighting and start fireproofing. The all-in-one platform combines remote access, experience monitoring, and endpoint management into a single solution, making it easier to prevent problems, reduce repetitive tasks, and keep everything running smoothly, even with limited resources.

TeamViewer DEX Essentials, part of TeamViewer ONE, gives you the visibility and automation you need to stay on top of things. In real time, you can track security, applications, performance, operating systems, and networks. Plus, you can set up routine fixes to save hours and share licenses for quick remote support for all users.

In this article, you'll discover why proactive IT is essential for today's small and medium-sized businesses. You'll also see how TeamViewer ONE helps you do more with less.

Why proactive IT support is essential for modern workplaces

The shift to remote and hybrid work has increased pressure on IT departments. Their teams must manage a dispersed workforce with users and devices across multiple networks and locations. This includes managing cloud services, workstations, servers, and many mobile devices.

The challenge is even greater for startups and emerging businesses. They often lack the necessary resources to address issues at scale. Since everything is connected, minor problems can impact the entire organization and cause issues for employees.

In 2022, Forbes reported that employees expect smooth experiences no matter where they work. Reactive IT support, which relies on users to report problems, isn’t equipped for this challenge. Yet, a great digital employee experience depends on the daily issues we all face while working online. Examples include slow VPNs, problems with system updates, and trouble logging into a device or software.

As Andrew Hewitt, the VP of Strategic Technology at TeamViewer, points out: “When your staff is hindered by sluggish devices, cumbersome applications, crashing programs, and slow networks [...], performance will decline.”

IT support teams can’t fix what they can’t see

Lacking the necessary resources, IT teams often treat symptoms instead of root causes without user data or system telemetry insights. They are left reacting to fires instead of improving systems.

Proactive digital workplace platforms can help you track devices in your organization. TeamViewer ONE with DEX Essentials makes managing and supporting those devices easier and helps IT teams stay on top of all their tasks and tools.

Four ways to make IT support more proactive 

1. Track user experience and devices in real time

A DEX solution lets IT teams see how well devices, apps, and systems work in real time. If a laptop runs slowly or an app keeps crashing, they can spot it early and fix it.

DEX tools also gather and display feedback to gauge users’ feelings about their digital experience. This helps reduce disruptions and frustration at work and in pursuing peak performance in the digital workplace.  

2. Enable easy, flexible remote access when needed

A backlog of support requests can be stressful for support teams and frustrating for users. To improve productivity, equip your IT support team with remote access software. This allows them to connect to devices and quickly fix problems that automated solutions can't solve. In these cases, a person needs to provide support.  

3. Let AI and automations help fix issues faster

IT support technicians don’t have time to deal with the same manual tasks repeatedly. That’s where artificial intelligence (AI) comes in handy. TeamViewer’s built-in AI solution, TeamViewer CoPilot, when prompted, can notice patterns in IT problems and provide suggestions for quicker issue resolution. For example, if an app keeps crashing or devices are slowing down.

TeamViewer DEX Essentials automates fixes to reduce manual work. You also get clear metrics that show time and money saved while working on tasks. The solution provides solid KPIs that make your team shine, even when workloads peak.

4. Use one platform for everything

Constantly shifting between various platforms and tools can be a major hassle for your IT support team. Pick a solution with features for all key remote support, management, and administration tasks. This will help your team maintain a steady workflow so they can focus on their work.

TeamViewer ONE is the solution to this problem. It consolidates observability, automation, remote support, and asset management in one platform.

How TeamViewer ONE keeps your business running without IT roadblocks

Key benefits: Give your IT team the tools to work smarter, not harder:

  • Spot and fix issues before they slow down your team
  • Stay on top of software updates and patches to maintain security
  • Keep employees productive through proactive monitoring
  • Reduce tool overload by managing everything from one easy-to-use platform
  • Grow without extra hires by automating routine IT tasks and deployments

Key features in TeamViewer ONE that lean IT teams will love:

  • Real-time monitoring: Track device and network health to catch issues early
  • One-click remote access: Fix problems fast without leaving your desk
  • Automated workflows: Handle updates, patches, and installs automatically
  • Patch management: Monitor, update, and secure every IT asset within your organization
  • Unified view: See all devices, users, and software immediately

Success story: How TeamViewer keeps Lucky Bike rolling

Lucky Bike, a leading bicycle retailer in Germany, has over 40 locations and manages 1,400 devices. As the business grew, its small IT team needed a more innovative way to keep systems running smoothly and scale without adding extra staff. Reducing downtime—especially network outages—was critical to protecting sales and customer satisfaction.

“If a store computer fails, it’s no big deal because we have redundant workstations in all of our stores, “says Pietro Olla, IT team lead at Lucky Bike. “But if we lose the network and internet connection, our people won’t have access to central systems like merchandise management. That can have direct consequences for our business and our customer satisfaction.”

With TeamViewer, Lucky Bike combined remote support with real-time monitoring and asset management. Now, they have everything in one place. The IT team can check the health of every workstation and mobile device 24/7. They get customizable alerts and can respond quickly when problems come up. The result? Less hassle, more uptime, and a solution that grows with the business.

Read Lucky Bike’s success story

Summary

If your IT team is experiencing issues, it might be a good idea to investigate a proactive support strategy. Dealing with tech problems can impact employees' productivity and morale. Instead of reacting to issues, why not take the initiative and be proactive?

A great option to consider is using TeamViewer ONE as your go-to digital workplace platform. By unifying remote access, DEX capabilities, asset management, and AI-powered insights into a single platform, ONE elevates the digital experience for everyone. This not only streamlines your IT processes but also helps your business grow. It ensures your employees have the tools to work happily and efficiently. That's precisely what Lucky Bike did. 

Diana Osipova

Senior Product Marketing Manager at TeamViewer

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Diana Osipova is a Senior Product Marketing Manager at TeamViewer, responsible for the go-to-market strategy of TeamViewer’s SMB and MSP offerings, including RMM, DEX, and the TeamViewer ONE platform. She brings to market solutions that give small and mid-sized businesses access to enterprise-grade technology and help shape the future of digital workplaces.

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