The solution
Specsavers x TeamViewer
For fast, reliable remote support that included an extra layer of security, Specsavers chose TeamViewer Tensor — a bespoke solution that includes TeamViewer’s advanced access management system, Conditional Access.
In addition to its office tech stack, TeamViewer is used for secure remote access to in-store devices such as the patient management system. This allows opticians and retail assistants to run a seamless store experience.
TeamViewer's Conditional Access adds an extra layer of security to Specsavers remote support operations.
Specsavers continues to rely on TeamViewer’s remote access and support solutions to provide remote IT support across its stores. In recent years, it has also introduced additional augmented reality (AR) capabilities to enhance support services further.
Cameras on smart devices store are used to transmit the conditions in store to the IT team in the office. By utilizing TeamViewer’s AR technology, staff at Specsavers could receive precise instructions based on real-time video calls, meaning the first call resolution rate (FCR) was significantly improved.
The first call resolution rate (FCR) was significantly improved using AR technology.
