TeamViewer Opens the doors to the technical support in Maco

The growth and expansion of a company supposes important challenges for the equipment of technical assistance in the companies of the technological field. To measure that the number of employees grows, also increase the incidences and the needs of assistance. In Maco, international manufacturer of accessories for external enclosures (windows and doors) with headquarters in Salzburgo (Austria), around 40 computer specialists offer urgent technical assistance in front of problems of hardware and software. Near of 2.300 own workers, in addition to customers and partners of all the world, depend on the headquarters of Salzburgo. In addition to the standard solutions, the main software of the company is Maco WIN, to the that can access the customers of industrial character to select the most adapted accessories for his products.

The personnel of technical service based in the centre of operations of Salzburgo loans assistance to the workers situated in the different subsidiaries of the company, with centres of production in Germany and abroad, as well as to the 14 available offices international situated in countries like Italy or Spain. The profile of the customers goes from small shops of carpentry until big industrial manufacturers of external enclosures, of windows and doors. To offer fast technical assistance to the problems that can arise in the different locations, the personnel of support employs a stable system of easy remote control to use by all the final users.

Andreas Fenz, computer of Maco Group, stands out: “Our previous software of remote support always caused us problems in the stability of the connections. All the customers to which loaned technical assistance then had to install a plug-in quite complicated to execute. Besides, since we loan these services to cientos of users, so many interns like external, the tools of remote control have a big repercussion in the costs of the company. Be able to offer fast technical assistance and simple saves us time and money”.

In the research of alternatives, the election recayó quickly in TeamViewer. Thanks to the model of licence of simultaneous user, the team of Maco can use TeamViewer of flexible form in different subsidiaries of the company without incurring in additional quotas. The service of licence for life does not present extra costs and offers excellent solutions of quality-price.

To facilitate the use of this tool by part of the technical personnel and of the rest of users, the company created a Centre of Assistance in his web page that puts in contact to the users that need technical support with the personnel of assistance in hardly some simple steps. Of this way, the customer accesses to the system of TeamViewer QuickSupport with a simple click and without need of previous installation. Once connected create join GO and an individual password that the customer facilitates to the personnel of technical assistance of Maco Win. From this moment, the assistant can establish a safe connection with the team and solve the problem in little time.