Case Study: NIFTY (Internet Service Provider) achieves faster support, lower costs and higher customer satisfaction with TeamViewer

NIFTY - Customer Case Study

NIFTY, a Japanese internet service provider offering fiber, LTE and web/cloud services, handles several thousand customer inquiries a month—many from elderly users reporting problems like undeliverable e‑mails or unexplained error messages. Relying on telephone support made it hard to accurately assess issues, slowed resolution times, and drove a need for an easy‑to‑use solution that would shorten support time, raise satisfaction, and cut costs.

NIFTY adopted TeamViewer remote access so customers install a simple client and agents can either control the PC or walk users through errors in real time. The change enabled faster, more accurate troubleshooting, increased resolutions and customer satisfaction (about +2% and +3% respectively), substantially reduced management and on‑site support costs (remote support typically costing 10–20% of on‑site), and was praised for ease of setup and use.

NIFTY

Atsuyuki Sato

Customer Service Department Manager