Background

ATEA, headquartered in Oslo, Norway, is Northern Europe’s market leader in IT infrastructure for businesses and public sector organizations. Spanning 84 offices across seven countries, including Sweden, Denmark, and Estonia, ATEA designs, implements, and operates hardware and software solutions for an organization’s most complex IT requirements. Operating in a range of industries and IT specialisms, ATEA needed to meet customer demands, no matter the issue and equip its customer support team with reliable infrastructure that could handle its scale. Its partnership with TeamViewer – spanning more than a decade – has been integral to its success as a market leader.

Challenges

• Finding a solution that could be scaled and implemented across seven countries and 84 offices
• Looking for a support tool that could be accessed and used across ATEA’s broad customer base. The support team joins around 200,000 remote sessions every year, so they needed to rely on an easy-to-use solution
• Finding an efficient solution that did not compromise customer satisfaction and helped ATEA maintain its market-leading status

Solution

TeamViewer’s remote support has been a true business partner for ATEA, establishing itself as a core resource in the customer support team. They can simply and easily enable customers to address issues fast – allowing teams to focus on what really matters in their business.

• Go-to tool for customer support. Support technicians use TeamViewer for around 20 percent of their interactions – that’s 200,000 calls every year and more than 3,000 calls each month
• More efficient use of resources. ATEA’s support team can use remote access to manage and address large numbers of customers at the click of a button
• Long-term partnership. ATEA has chosen TeamViewer for more than a decade as a trusted business tool