Intellian Systems maximizes customer satisfaction with real-time access
The story in a nutshell
- Intellian Systems, a South Korean leader in digital signage and ad marketing solutions, sought to optimize its remote support and maintenance services
- The company integrated TeamViewer Tensor as their remote connectivity solution to manage 30,000 devices nationwide, ensuring real-time troubleshooting and secure content updates
- More than 90% of maintenance operations on the software side can now be managed remotely
- This approach enabled Intellian Systems to reduce downtime, enhance service efficiency, and minimize travel-related costs and CO2 emissions
- The remote solution's collaborative features improved problem resolution while encrypted file transfers boosted client and advertiser trust
Introduction
Intellian Systems is a provider of information delivery and ad marketing solutions, recognized for its leadership in the digital signage market in South Korea. With over 60 clients and 30,000 devices deployed nationwide, their digital signage systems display real-time content for advertisers. To provide top-tier support and minimize downtime, Intellian Systems needed a reliable remote connectivity solution that could streamline maintenance and troubleshooting across their extensive network of devices.
Challenges
In the digital signage industry, maintaining uptime is critical, as content is displayed in real-time. Any technical issues—such as a screen going dark or advertisements failing to load—can immediately impact revenue for Intellian Systems’ clients. This necessitates immediate troubleshooting and real-time monitoring to prevent financial losses. With over 30,000 screens deployed nationwide, relying on field service technicians for on-site support proved impractical due to time, cost, and environmental concerns. Additionally, Intellian Systems’ needed to make sure that their content was transferred and updated securely, as trust is a vital component in their customer relationships.
“With TeamViewer Tensor, we’ve transformed how we service our customers. Over 90% of maintenance operations can now be done remotely, keeping our clients' screens running smoothly.”
Service Manager at Intellian Systems
Solution
Intellian Systems adopted TeamViewer Tensor, a powerful remote connectivity solution for enterprises, to address these challenges. Tensor allowed them to manage, troubleshoot, and update digital signage devices remotely, ensuring seamless real-time content delivery and quick issue resolution. Engineers could easily log into any device, review operations, and address problems without the need for on-site visits. The solution also enabled collaboration among multiple engineers, allowing them to access the same device simultaneously and work together on complex issues. This capability significantly sped up the resolution process.
Additionally, the remote solution provided secure file transfers with encryption, ensuring the trust of both clients and advertisers regarding the safety of their content. Moreover, the “black screen” capability allows engineers to control a remote device without interrupting ongoing operations. This ensures that content is not disrupted during maintenance activities. As a result, more than 90% of maintenance operations, excluding hardware fixes, can now be managed remotely, drastically reducing the need for on-site visits and contributing to a more efficient operation overall.
Benefits
- Customer satisfaction: By minimizing downtime, Intellian Systems ensures continuous operation of digital signage, resulting in satisfied clients and advertisers.
- Cost and time efficiency: Remote management reduces the need for on-site technician visits.
- Sustainability: Reducing travel contributes to lower carbon emissions, aligning with Intellian Systems’ sustainability goals.
- Enhanced security and trust: Encrypted file transfers during content updates reassure clients and advertisers, strengthening business relationships.
- Increased collaboration: The ability for multiple engineers to work together remotely speeds up complex issue resolution, reducing downtimes.
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