Ecolab: field service without starting over

In a recent Future of Field Service podcast, Cob Mencarini of Ecolab explained how his team uses Virtual Assist, Ecolab’s name for its Help Lightning deployment. He discussed measurable results, technology adoption, and the role of remote expert guidance in Ecolab’s service operation.

Ecolab reports a more than 20% increase in first-time fix rates after introducing its Help Lightning deployment. Mencarini also described how Virtual Assist helps technicians resolve issues with more confidence.

Remote expert guidance in the field

With Virtual Assist, Ecolab technicians and trainers can provide expert assistance from wherever they are, then seamlessly return to their day. This fluid model of support reduces technician downtime, increases workforce utilization, and dramatically improves service responsiveness. Instead of traditional phone support or static documentation, Help Lightning enables experts to visually demonstrate solutions as if they were standing side-by-side with a technician or customer—no matter the distance.

This capability is made possible through Help Lightning’s Merged Reality, allowing remote experts to guide, diagnose, and resolve issues rapidly and intuitively.

Technology Adoption That Works

One of the most common roadblocks to service innovation is internal adoption. Cob shared how strong leadership support, combined with a structured communication plan , has resulted in widespread adoption of Virtual Assist across teams. Post-call surveys show a 4.6 out of 5 customer rating, a testament to how well this technology is being received on both sides of the service equation.

What makes this even more impressive is that Ecolab achieved these results while many companies are still stuck in pilot mode. They moved past technology trials and into enterprise value realization—rapidly and sustainably.

Help Lightning’s role in a new service model

At Ecolab, Help Lightning is part of a broader service model spanning support, training, and customer engagement. Remote expert guidance can reduce customer effort, avoid some field visits, and help knowledge move between teams.

Ecolab uses Help Lightning to resolve problems faster and support technicians at the point of work.

Takeaway

Ecolab’s experience shows the practical case for remote expert guidance: faster fixes, fewer repeat visits, and more confident technicians.

To learn more about how Help Lightning can transform your service organization, contact us today!