TCS at Kering: IT support that can see the problem

TCS uses Help Lightning to provide remote expert guidance for Kering’s IT support operation. Seeing a user’s equipment in real time helps the team diagnose issues, reduce response times, and avoid some on-site visits.

Here’s how Help Lightning played a crucial role in three real-world IT support scenarios:

Case 1: Resolving Printer Connectivity Issues Without an On-Site Visit

A store reported that its ticket printer was not working, despite appearing operational with green status lights, full ink, and ribbon. The Network team confirmed the printer was not connected to the network, as it was not pinging or showing up on any ports.

Using Help Lightning’s live view, the IT support team was able to guide the store’s staff in checking the physical connections. They verified that the cable was properly plugged in, tested a different cable, and ensured the correct port was used. Once the connections were confirmed, the printer began functioning as expected—without requiring a technician to travel on-site.

“In this case, using Help Lightning saved time by finding and fixing the issue quickly, and also helped us save money by avoiding sending a technician on-site.”

Case 2: Diagnosing a Black Screen Issue in Seconds

A retail register user reported a black screen issue, a common occurrence in store environments. Traditionally, diagnosing such issues over the phone could take several minutes and might require escalating the case.

This case was simple but illustrates the value of visual confirmation: the technician viewed the setup, saw that the computer was powered off, and guided the user to turn it on without escalating the ticket.

“In this kind of issue, Help Lightning helps me find the problem and solve it in the shortest possible time. This allows me not only to have a happy user, but also to keep my Average Handle Time metrics under control by saving time in issue resolution and call duration.”

Case 3: Using Screen Sharing to Guide Users & Improve Login Support

With the addition of Help Lightning’s new screen-sharing feature, IT support teams can now see exactly what users are viewing on their mobile screens. This feature has been invaluable for:

Guiding users through login processes for company applications

Helping new hires navigate unfamiliar IT systems

Diagnosing user errors related to device or network selection

In one instance, a technician used Help Lightning to determine that a user was attempting to log in from a personal HP laptop at home instead of using a company-provided device. The technician was able to visually confirm the issue, redirect the user to the correct company laptop, and ensure they were on the appropriate network—saving significant troubleshooting time.

“The screen-sharing feature helps us to save time when we are troubleshooting with users whose technology management is not their strongest ability. Help Lightning helps us solve issues faster during the call and also streamlines ticket escalation if needed.”

Conclusion: A Game-Changer for IT Support Efficiency

By integrating Help Lightning into its IT support operations, Kering has:

Reduced resolution times by enabling instant visual troubleshooting

Improved IT efficiency by minimizing unnecessary escalations and site visits

Enhanced user satisfaction by quickly resolving common technical issues

Optimized key support metrics like Average Handle Time (AHT) and First Call Resolution (FCR)

For IT teams in retail and other fast-paced environments, remote expert guidance can improve technical support, reduce downtime, and give technicians better information before escalating or traveling on site.