This manual request provides an extra layer of security, making sure unauthorized access is impossible. The customer can create a session by pushing the TeamViewer icon on the machine’s display. If a customer encounters an issue, they can open a support ticket with their Cimbali Group’s service partner. In addition, it is a solution that has many strengths in the aspects of security, which today is essential for a successful go to market”, said Edgardo Ferrero, Services Director at Cimbali Group.Įach one of Cimbali Group’s fully automatic Series S machines now ships with the TeamViewer client installed. We have developed all the activities together with them, beginning with the software modification necessary to connect the machines, always finding excellent support in technical and operational management.

Among the many players on the market, TeamViewer has a recognized history. “The choice fell on TeamViewer for several reasons. By looking into the machine settings and parameters, technicians would be able to identify the problem. SolutionĪfter researching available options, a remote connectivity solution was identified as the most promising way for Cimbali Group experts to perform remote troubleshooting. Long machine downtimes caused customers to lose business.Ĭimbali Group needed a digital solution to help it reduce machine downtime for its customers.Describe the issues via phone or email was cumbersome for both the customer and the service center employee.Global customer base resulted in significant technician travel time and cost.Due to Cimbali Group’s global customer base, travel times and thus time-to-fix could be significant, depending on the location of the machine.

The technicians would then investigate and troubleshoot the problem on-site. In the past, when a customer had an issue with their machine, the solution was often to send a technician, either from Cimbali Group or one of their distributors.

Teamviewer online session