Case Study: a multinational sports shoe, clothing, and accessories retailer improves employee digital experience with TeamViewer DEX

a multinational sports shoe, clothing, and accessories retailer resolves 99% of IT support tickets remotely with TeamViewer

The customer, a multinational sports shoe, clothing, and accessories retailer, faced the challenge of evolving its IT department from a cost center into a driver of company-wide productivity. They needed to generate meaningful business outcomes and enhance efficiency, particularly within their service desk function, to minimize costly productivity loss in their global retail stores. They partnered with TeamViewer to address these challenges.

TeamViewer implemented its DEX Platform, which provides real-time experience analytics dashboards to track employee sentiment and drive empathetic decision-making. The solution included automated self-service tools and AI-powered support chat, which delivered faster resolutions and reduced IT workload. As a result, the retailer gained actionable insights to provide proactive support, minimized frustrating delays, and improved the overall employee experience.