TeamViewer Tensor now Integrated with SAP® Service Cloud to Provide Enterprise-Grade Remote Access, Support and Management

Rhea-AI Summary

TeamViewer (TVM) integrates TeamViewer Tensor - Enterprise Remote Support with SAP Service Cloud to improve first-call resolution rates by up to 50% and reduce downtimes through secure remote management. This integration provides fast and personalized customer service, increases service efficiency, and helps businesses using SAP technologies to enhance client satisfaction and productivity for critical service processes.

Positive

• Integration helps businesses increase client satisfaction and productivity
• TeamViewer Tensor provides fast and secure connection initiation and automated reporting
• Listing of TeamViewer Tensor as an SAP Endorsed App underlines enterprise-offering and focus on data protection and security
• First implementation of TeamViewer's enterprise grade remote connectivity suite into an SAP offering

Negative

• None.

• Improve first-call resolution rates by up to 50% with remote access to customer devices
• Become more sustainable by reducing the need for travel
• Reduce downtimes through secure remote management and faster responses

CLEARWATER, Fla., Nov. 9, 2023 /PRNewswire/ -- TeamViewer, a leading global provider of remote connectivity and workplace digitalization solutions, today announced the integration of TeamViewer Tensor - Enterprise Remote Support, an SAP Endorsed App, with SAP® Service Cloud, a solution to deliver fast and personalized customer service and increase service efficiency. This integration helps businesses that use SAP technologies to increase their client satisfaction by improving productivity for critical service processes through TeamViewer Tensor's enterprise-grade remote support and management capabilities.

Fast and secure connection initiation

TeamViewer's enterprise solution will allow customer support agents to initiate remote support sessions directly from SAP Service Cloud as the integration will automatically retrieve all necessary customer data from the system. Along with industry leading security features, such as end-to-end encrypted sessions and granular access rights like conditional access, customers can help their clients faster, more reliably, and with increased security – remotely.

Automated reporting

The integration will also help businesses to comply with all reporting needs as customer engagement reports will automatically be synced with SAP Service Cloud. This will provide a detailed report of all interactions along the process with timestamps and notes. By providing additional insights into service operations and performance, TeamViewer Tensor will help to improve all customer support interactions.

Alfredo Patron, Executive Vice President Business Development at TeamViewer: "Customer support is the first touchpoint with existing customers, and therefore critical to retention and reputation management. Customers have high expectations when it comes to usability, reliability and security and we deliver this with the most comprehensive remote support and management solution for customer support departments. The listing of TeamViewer Tensor as an SAP Endorsed App is underlining our enterprise-offering as well as our focus on data protection and security."

Nitin Badjatia, SVP, SAP CX Solution Management at SAP: "At SAP, we believe that customer service needs to be embedded across the entire value chain and focused on solution-driven engagement with the customers. TeamViewer Tensor integrates with SAP® Service Cloud, adding value by providing a combination of immediate remote support to help quickly solve business-critical issues and device management capabilities to effectively control and monitor any device."  

The integration of TeamViewer Tensor with SAP Service Cloud is the first implementation of TeamViewer's enterprise grade remote connectivity suite into an SAP offering. While TeamViewer has already integrated its augmented reality workflow-based productivity platform Frontline with SAP's digital supply chain solutions and has an established OEM relationship with SAP, this integration now showcases TeamViewer's enterprise capabilities in secure and efficient remote access, support and management.

About TeamViewer

TeamViewer is a leading global technology company that provides a connectivity platform to remotely access, control, manage, monitor, and repair devices of any kind – from laptops and mobile phones to industrial machines and robots. Although TeamViewer is free of charge for private use, it has more than 625,000 subscribers and enables companies of all sizes and from all industries to digitalize their business-critical processes through seamless connectivity. Against the backdrop of global megatrends like device proliferation, automation and new work, TeamViewer proactively shapes digital transformation and continuously innovates in the fields of Augmented Reality, Internet of Things and Artificial Intelligence. Since the company's foundation in 2005, TeamViewer's software has been installed on more than 2.5 billion devices around the world. The company is headquartered in Goppingen, Germany, and employs more than 1,400 people globally. In 2022, TeamViewer achieved a revenue of around EUR 566 million. TeamViewer SE (TMV) is listed at Frankfurt Stock Exchange and belongs to the MDAX. Further information can be found at https://www.teamviewer.com/. 

Press Contact
Michael Kornspan
Phone: 727-910-7340
E-Mail: press@teamviewer.com 

SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE in Germany and other countries. Please see https://www.sap.com/copyright for additional trademark information and notices. All other product and service names mentioned are the trademarks of their respective companies.

 

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SOURCE TeamViewer

FAQ

What does the integration of TeamViewer Tensor with SAP Service Cloud aim to achieve?

The integration aims to improve first-call resolution rates by up to 50% and reduce downtimes through secure remote management, providing fast and personalized customer service and increasing service efficiency.

What are the key features of TeamViewer Tensor's enterprise solution?

The enterprise solution allows customer support agents to initiate remote support sessions directly from SAP Service Cloud, along with industry leading security features and automated reporting to comply with all reporting needs.

What does Alfredo Patron, EVP Business Development at TeamViewer, emphasize about customer support?

Alfredo Patron emphasizes that customer support is critical to retention and reputation management, and TeamViewer delivers comprehensive remote support and management solution for customer support departments.

What does Nitin Badjatia, SVP, SAP CX Solution Management at SAP, highlight about the integration?

Nitin Badjatia highlights that the integration provides a combination of immediate remote support to help quickly solve business-critical issues and device management capabilities to effectively control and monitor any device.