Customer Case Study

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Boehringer Ingelheim equips employees worldwide
with AMA’s remote assistance solution

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1. Challenges

Improving the health and quality of life of humans and animals is the goal of the research-driven pharmaceutical company Boehringer Ingelheim. The focus in doing so is on diseases for which no satisfactory treatment option exists to date. The company therefore concentrates on developing innovative therapies that can extend patients’ lives. In animal health, Boehringer Ingelheim stands for advanced prevention.

Boehringer Ingelheim’s laboratories, manufactures and production plants are located all over the world. However, with the onset of the pandemic, traveling on-site has become difficult, if not impossible for the company’s experts and collaborators. For this reason, Boehringer Ingelheim started to look for an AR (Assisted Reality) remote collaboration technology.

The software solution had to be stable and efficient, with features adapted to field workers (hands-free, voice-control, good performance under any network conditions), in addition to secure data sharing.
Boehringer Ingelheim turned to AMA, since many industry leaders – including the pharmaceutical and health industry, already trust AMA for their daily remote assistance needs.

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2. Solutions

1. IT compliance auditing
Boehringer Ingelheim successfully conducted remote annual IT auditing in 2020 and 2021 with XpertEye. Audits can now be performed in a faster and more efficient manner, while auditors do not have to travel on-site anymore.

2. Remote (emergency) customer support
In the animal health sector, Boehringer Ingelheim’s customers and distributors are using XpertEye to get the company experts’ support, whenever they need specific information or follow-up on a product, such as a vaccine for instance. Therefore, XpertEye helps Boehringer Ingelheim fulfill its commitment to all-time customer support, even during the pandemic, all while reducing travel costs and greenhouse gases emissions.

3. Troubleshooting
The XpertEye solution is also widely used in Boehringer Ingelheim’s factories and laboratories to get equipment vendors’ support, almost instantly. In case of machine breakdown on a production line for instance, troubleshooting can be very fast. Therefore, AMA’s XpertEye also helps Boehringer Ingelheim optimize its internal know-how, get faster troubleshooting, and minimize downtime in case of machinery failures.

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To me, AMA is a trustful and reliable business partner.
Their proven and fully secured XpertEye solution enables us to increase our operational efficiency, transfer knowledge and reduce our carbon footprint.

Meng Li, IT Infrastructure Services team at Boehringer Ingelheim.

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3. Results

Boehringer Ingelheim started a piloting phase with XpertEye in 2019 and has now deployed around 200 XpertEye kits throughout the company’s worldwide locations.
During the deployment phase, AMA’s teams, from tech support to commercial and operations, provided close assistance to Boehringer Ingelheim’s employees, wherever they were.

AMA’s teams also gave valuable advice on how to promote and increase XpertEye usage within the company.
Today, XpertEye is fully integrated in Boehringer Ingelheim’s daily operations. Their workforce, deskless and global, can now experience the powerful benefits of XpertEye remote assistance solution.

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