Case Study: Tele2 achieves faster IT service desk resolution and improved productivity with TeamViewer Tensor (TeamViewer)

Tele2 is creating competitive advantage with short resolution times in IT service desk

Tele2, the Swedish telecommunications provider serving millions of customers across the Nordics and Baltics, needed to modernize and outsource its IT service desk to Chennai, India. Moving from local, in-person helpdesks to a remote model created challenges around fast trouble resolution, cross‑platform troubleshooting, and maintaining a consistent, positive end‑user experience for both consumer and business customers with a 26‑agent remote team.

Tele2 adopted TeamViewer Tensor as its enterprise remote‑support platform, enabling screen guiding, remote device setup and transfers, and centralized visibility across locations. The solution delivered faster, more reliable support, higher first‑call resolution and productivity gains, improved customer satisfaction, and greater operational resilience (e.g., remote setup of a new PC for an employee unable to travel), which proved especially valuable during the COVID‑19 shift to remote work.

Tele2

Zane Ikauniece

Software Asset Manager