Case Study: Henkel streamlines global IT support for 60,000 devices with TeamViewer

Henkel streamlines support for 60,000 devices worldwide with TeamViewer

Henkel, a global company operating in adhesive technologies and consumer brands, faced a significant challenge in providing efficient IT support for its diverse and growing fleet of approximately 60,000 devices worldwide. Their previous remote support solution was limited to Windows, creating inefficiencies and language barriers when supporting Mac and mobile devices. This led to dissatisfaction and a high volume of support tickets, prompting the need for a single, standardized solution from a vendor like TeamViewer.

TeamViewer's Tensor enterprise connectivity suite provided a unified solution that integrated smoothly with Henkel's existing IT systems like ServiceNow. This streamlined workflows, significantly improved ticket resolution times, and enhanced security through granular access controls. The results were immediate, with mobile devices dropping out of the top ten ticket drivers, increased productivity for IT staff, and full compliance with Henkel's strict security requirements. TeamViewer also enabled new remote access use cases beyond standard IT support, increasing efficiency across other teams.

Henkel