Case Study: Cimbali Group reduces time-to-resolution by up to 20% with TeamViewer

Coffee machine maker Cimbali uses TeamViewer Tensor to cut travel costs and boost technician efficiency

Cimbali Group, an Italian manufacturer of professional coffee machines with 700 distributors in 100 countries, sought digital ways to improve global customer service and reduce long technician travel times, cumbersome phone/email troubleshooting, and costly machine downtimes that hurt customers’ businesses.

Cimbali deployed TeamViewer on its Series S machines so customers can initiate secure remote sessions for fast troubleshooting; technicians access machine screens, adjust software parameters, and guide on-site staff as if present. The Global Remote Service Program cut time-to-resolution and increased technician efficiency by up to 20%, reduced travel costs by up to 15%, lowered downtime, improved knowledge transfer, and created a new revenue stream, with AR features now being tested for enhanced on-site support.

Cimbali Group

Edgardo Ferrero

Services Director