TeamViewer unveils Smart Service to aid manufacturers

TeamViewer has launched its Smart Service solution aimed at assisting manufacturers of machinery and equipment in addressing industry-specific challenges, including unplanned downtime and workforce shortages.

According to Deloitte, the manufacturing industry suffers an annual loss of over USD $50 billion due to unplanned downtime, with the sector forecasted to face a skilled workforce shortfall of 2.1 million by 2030. TeamViewer's Smart Service integrates remote access with augmented reality functionalities, specifically designed to tackle these operational and economic hurdles.

Mei Dent, Chief Product and Technology Officer at TeamViewer, stated, "At TeamViewer, we recognise the pressing and intricate challenges that manufacturers of machinery and equipment encounter. Our Smart Service offering goes beyond traditional remote support; it integrates IT and OT capabilities into a unified solution. This integration not only ensures continuous uptime but also enhances productivity, enabling manufacturers to maintain operational efficiency during critical times."

An online survey conducted by ABI Research revealed that 64% of manufacturers consider a robust onboarding process with training, resources, and post-sales follow-up to be essential or very important when evaluating suppliers or new solutions.

Eric Abbruzzese, Research Director at ABI Research, commented, "To enable this, a cohesive end-to-end solution with key integration points supported is a requirement. Having both a strong after-sales solution leveraging AR, along with supporting infrastructure to enable it, leads to both quicker time to market pre-sales and time to value after-sales."

Smart Service provides Original Equipment Manufacturers (OEMs) in various sectors such as industrial manufacturing, agriculture, healthcare, and electronics with tools for efficient problem detection and resolution. The solution employs industry-grade security along with augmented reality for real-time expert guidance and remote machine access for resolving software issues.

TeamViewer's solution features port forwarding and VPN extension, allowing for seamless and secure remote connections even in complex operational technology environments, in addition to offering functionalities beyond simple screen sharing.

To aid communication during remote assistance, Smart Service includes live captions with optional real-time translation, enhancing global collaboration by overcoming language barriers. These captions are automatically transcribed and saved, thus maintaining a detailed record of troubleshooting sessions for future reference, which supports the creation of a comprehensive knowledge base.

As industries increasingly depend on sophisticated, personalised equipment, the demand for reliable support systems becomes crucial. Stefan Baumgart, Director of Product Management at TeamViewer, noted, "Downtime is a persistent challenge, and the pressure to respond quickly is increasing. Customers expect fast, reliable resolutions, but traditional after-sales processes often fall short or face real challenges like a lack of qualified experts. With TeamViewer Smart Service, we are raising the standard by integrating remote support and AR capabilities to transition reactive service models into proactive, real-time troubleshooting operations."

The solution also supports manufacturers in reducing their carbon footprint by minimising the necessity for travel for equipment servicing, aligning with stringent environmental, social, and governance (ESG) standards and objectives.