Understanding the challenge

BOBST x TeamViewer

Providing more efficient and reliable client service

For BOBST, globalization has led to over a century of consistent growth, with customers around the world expecting not only top-quality equipment but also excellent service support.

From the point of purchase to the years that follow, customers expect products that are reliable and experience very limited downtime. And, if an issue does occur, they expect that local, always-on support, is readily available.

Even with a presence in more than 50 countries and a team of 1,200 field technicians dedicated to meet customer needs, BOBST recognized the need to enhance its support operations with remote services to go above and beyond for its customers.

Making great client service even better

Through years of experience, BOBST knows that innovation is the key to customer satisfaction. With an international customer base, the Swiss company has long understood the power of remote technology.

To provide quick and agile support, BOBST had a strong remote solution in place. However, BOBST wanted to further improve its customer service. To do that, it looked to tackle the key challenges of providing even better remote support.

Key challenges:

Language barriers: Often, the technical teams, those working in the field, and/or the customer didn’t speak a common language. This resulted in prolonged on-site repair processes and a higher chance of errors.
A competitive labor market: The demand for skilled specialists and technicians is high. To deliver for its customers, BOBST needs to maximize its availability and time.