Marposs has been using TeamViewer’s remote support tools for several years. After a successful testing period, the company decided to implement the full TeamViewer Frontline Suite, including the xAssist, xInspect, xMake and xPick modules, to provide advanced technical assistance to all its distributors around the world.
Five Marposs sites and 10 distributors are currently operating the solution. They “chose TeamViewer because of its all-in-one approach, for the advanced platforms it offers and for the availability of a ready-to-use, fully integrated system”, commented Sergio Grecco, After Sales Service Corporate Manager at Marposs. “During the decisional process, several factors were fundamental, such as the need to have a suite of tools always available from PCs, smartphones, tablets and smart glasses, highly secure access system and data management, structured license management, and granular reporting tools for all actions, calls and connections”.
The functionalities which tackled Marposs’ main needs are the real time information sharing feature (image, files, 3D annotations, free hand drawing and audio/video streams), chat with instant translations, and advanced reporting system covering every session. The company also valued the OCR (Optical Character Recognition) functionality, screen sharing, and the possibility to record every session for future use.