How Arche MC2 solves 90% of clients’ software issues remotely
The story in a nutshell
- Arche MC2 develops custom applications for organizations in the medico-social sector and personal care services.
- The company uses TeamViewer to ensure smooth, secure, and responsive technical support delivered quickly.
- Certified with ISO 27001 and the national French certification HDS (Hébergeur de Données de Santé - health data hosting provider), Arche MC2 places data protection at the heart of its strategy.
- Support team response times have been reduced by 80% compared to assistance that requires an on-site visit.
- Across France, medico-social institutions benefit from rapid remote support, allowing staff to spend less time on IT issues and more on patient care.
Introduction
With 580 employees, Arche MC2 designs and deploys SaaS software solutions for public and related medico-social structures: municipal social action centers (CCAS), intercommunal social action centers (CIAS), home support services, hospital-at-home services, departmental bodies, and other personal care organizations. Its offering includes comprehensive customer support — both technical and functional — provided by a 45-person team that handles a large volume of remote interventions across diverse technical environments.
Certified with ISO 27001 and the French national certificate HDS (Hébergeur de Données de Santé - health data hosting provider), Arche MC2 places data protection at the core of its policy. Working for the French state and institutional actors, the company requires the highest compliance standards from its partners.
“TeamViewer provided us with a solution that perfectly meets our needs and addresses the challenges inherent to the care and personal services sector. It allows us to diagnose and resolve incidents remotely in record time, and also to train teams in the field.”
Head of Customer Support at Arche MC2
Challenges
Arche MC2 develops bespoke applications that implement the most appropriate and high-performing technologies. Its approach is always user-centered and aimed at specific objectives: optimizing business processes, ensuring reliable and accurate operational control, and promoting collaboration and information sharing.
It is essential that the software developed by Arche MC2 always operates smoothly and reliably. Indeed, the healthcare sector faces pressure from an aging population, workforce shortages, and rising costs. It is therefore critical that software solutions perform flawlessly so that healthcare professionals can concentrate on patient care and spend as little time as possible on IT problems.
In an environment where varied use cases and the security of often sensitive data are paramount, Arche MC2 wanted to be able to provide smooth, secure and responsive technical support to its more than 8,000 clients across France. The objective was to adopt a solution that delivers the best possible experience, meets industry security standards, and can be used remotely to minimize on-site travel and optimize intervention time.
Benefits
To meet the needs of its support team, Arche MC2 decided to rely on TeamViewer’s remote connectivity solution to assist its customers.
This solution was chosen by Arche MC2 for its easy client-side installation, its compliance with healthcare security standards, its strong adoption by teams, and its seamless user experience, which has proven its relevance over the years. In addition, TeamViewer’s platform-agnostic approach ensures that Arche MC2’s customer support team can establish a remote connection whenever authorized by the client, regardless of the client’s operating system or device type.
“In our sector, compliance with the highest data security standards is an absolute requirement. With TeamViewer, we found a reliable partner, recognized by local authorities and fully aligned with our requirements.”
Head of Customer Support at Arche MC2
Outcome
Access is always performed at the client’s request, ensuring GDPR compliance and transparency of interventions. This intentionally simple and confidentiality-respecting approach is part of Arche MC2’s commitments to security and digital sovereignty.
The benefits observed since Arche MC2 began using TeamViewer Remote are significant:
- 80% faster compared with assistance involving travel
- Cost savings: over 90% of interventions (excluding hardware) are handled remotely, avoiding many unnecessary trips
- Security — thanks to TeamViewer’s certified solution, Arche MC2 remains compliant with international and national cybersecurity standards such as ISO 27001 and HDS
- Improved healthcare delivery: instead of dealing with IT problems, medical staff gain time to better support patients
- Smooth user experience: easy for end users to adopt, with immediate, low-latency support for technicians
- Reduced carbon footprint: on average a TeamViewer session saves the equivalent of 13 kg of CO₂, i.e., about 5,5 L petrol*
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