Background

Headquartered in Japan and operating 237 factories and laboratories worldwide in over 121 countries, Mitsubishi Electric is a leading manufacturer of electrical and electronic products and factory automation. Mitsubishi Electric B.V. Polish Branch has an engineering support team of 30 engineers across Central Eastern Europe.

Dealing with support enquiries from a range of customers, from independent manufacturers to multinational players from the food, aerospace and automotive industries, the engineering support team may be small, but it has a huge responsibility to ensure its manufacturing customers are maintaining a steadfast production process.

Challenges

The Mitsubishi Electric engineering support team was looking for a remote support solution that could help maintain production lines and address machine problems in an efficient manner. 

• Dealing with complex technical issues by phone/email became inefficient over the time
• Travelling to customer sites became suddenly impossible with travel restrictions due to COVID-19
• The team identified the need for a scalable support solution offering AR capabilities

Solution

With TeamViewer, Mitsubishi Electric B.V. Polish Branch can further digitize and automate its processes and operations in customer support and gain more accuracy and efficiency thanks to augmented reality.