Andros provides secure and unified remote support for devices of 5,500 employees in ten countries
The story in a nutshell
- Andros needed a unified solution for seamless IT support across offices and factories in ten different countries
- Tensor enables the IT team to supply more effective remote IT support service for 5,500 employee devices
- Now Andros can handle and resolve individual incidents faster, regardless of the location, the operating system or the user's device type
- The industry-proven Single-Sign On (SSO) function and end-to-end encryption of the connections played a decisive role in Andros’ decision to choose TeamViewer
Background
Andros, an international family group specializing in the processing of fruits and dairy products, owns brands such as Andros, Bonne Maman, Mamie Nova and Pierrot Gourmand. The company has a worldwide presence and employs more than 11,000 people across 25 countries.
Due to the deployment of services shared by all the group's companies around the world, the teams providing IT support, which comprise about 120 engineers and technicians, have had to overcome several challenges as Andros’ IT infrastructure has expanded worldwide – enter TeamViewer Tensor.
Challenges
With offices and factories in different countries, several teams were needed in order to cover all the on-site demands. Resolving relatively minor tasks often required a technician to travel to the site, entailing long travel times at a high cost. This situation thus reduced the daily efficiency of the IT support teams. If the intervention required an expert, an engineer, to be on site, this required further travel, and could entail even longer delays in the incident resolution process.
When they used remote support software, several solutions were available to the IT teams, depending on the type of device or operating system. This diverse configuration was not only more complex and unwieldy to use, but also more difficult to maintain and configure, which ultimately had an impact on the security level of the IT ecosystem.
To overcome these challenges, Andros started searching for a software suite that would enable it to rationalize and normalize its global IT support. The aim was to replace all the existing remote support programs with a unique, secure, all-in-one software solution. Further special requirements included the ability to integrate with the in-house systems, stable and tested connections, and ease-of-use for support agents, all of these in order to make the IT support as effective, reliable and economical as possible.
Solution
The introduction of TeamViewer Tensor has made it possible for Andros’ IT professionals to supply a more effective remote IT support service for the devices of 5,500 employees working in ten different countries. On the one hand, the IT support team can handle and resolve individual incidents faster, regardless of the location, the operating system or the user's device type.
On the other hand, the agents use TeamViewer Tensor to remotely manage a large number of devices simultaneously and to perform tasks such as the installation of updates or corrections. In these two cases, Andros’ IT support can be rationalized and accelerated very simply across the geographical sites and time zones.
In addition to the benefits in terms of productivity, the introduction of TeamViewer Tensor has played an important role in normalizing the security level of Andros’ IT assets and its different production sites. The industry-proven Single-Sign On (SSO) function and end-to-end encryption of the connections played a decisive role in Andros’ decision to choose TeamViewer.
“With TeamViewer Tensor, a centralized and secure platform hosted in the cloud, we are able to remotely manage all the maintenance of our IT infrastructure from desktop computers and laptops to smartphones. This solution was chosen based on criteria concerning the centralization of accounts and security.”
CTO at Andros Group
Result
After its deployment, the intuitive user experience and the simplified TeamViewer Tensor interface accelerated its adoption by the support teams, whose members immediately identified the benefits in their daily work. Furthermore, the setting up of TeamViewer Tensor has been efficiently managed across the group's entire stock of devices. All it took was to install it on the machines, followed by a calibration of the required functions, without any prior training on its use being necessary.
The platform covers both those users connected to the local networks and those connected remotely, a feature that has become especially important since the development of remote working.
Being available in the cloud (SaaS mode), the solution is easy to manage and roll out. Today, TeamViewer Tensor is used by all the factories and offices of the Andros group. Guillaume d'Heucqueville explains: "The solution enables us to access, assist and control all the computers and mobile devices anytime, anywhere."
Thanks to this platform, Andros is optimizing its IT maintenance service to provide faster support to both existing and new employees.
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