Remote AR assistance is a tool helping equipment vendors more quickly and efficiently conduct Factory Acceptance Testing (FAT) with customers. The FAT validation process ensures that newly manufactured and packaged equipment does what the end user needs it to do. All functional issues and other problems can be addressed before the product leaves the manufacturer’s facility. This benefits both the customer and vendor. Leveraging the dynamic capabilities of Augmented Reality (AR) tools, manufacturers are able to more effectively bring customers into a virtual FAT environment remotely. This enables FAT to be done quickly, while also offering customers a high touch experience from anywhere.
Analysis of the results of Blumberg Advisory Group’s inaugural Field Service Industry Sentiment Study provides an interesting perspective on the current and future direction of the industry post-Covid 19. Learn how field service software and many other industry questions are viewed by company leaders in this study completed by Michael Blumberg and sponsored by Help Lightning.
A sizable enterprise company quickly starts to run into the problem of how to collaborate more easily. Over time, entire departments within the organization may become devoted to solving that one problem. Across multiple interrelated teams, especially in a company with numerous geographically distant locations or virtual work environments, it can take a monumental effort to choose tools that encourage the simplest and most effective collaboration.
Wondering how to reduce truck roll costs without hurting other important metrics, like customer satisfaction (CSAT) and customer retention scores? Well, fortunately, it is possible - but it takes a methodical approach. And that’s what we’ll be diving into today: the question of how you can quickly and effectively make some tweaks here and there to your day-to-day operations, and in the process, reduce truck roll costs while still spurring long-term growth for your business.
Call centers are the locus of customer service initiatives. They also experience a high volume of virtual or phone-based requests for support. This presents a significant challenge because support persons have to assist customers without the use of clear visual cues. Call center video support software can be used to solve this tricky customer interface issue.
Managing various suppliers can be challenging and complicated for many companies. Quality, consistent suppliers are crucial for ensuring end product delivery is exactly what your customers want. Additionally, companies that must comply with regulations have an added responsibility when it comes to qualifying a new supplier. Remote visual assistance technology offers companies a way to simplify how they qualify a new supplier, making the process fast, efficient, and effective.
A lot of time, energy, and capital is invested in capturing and closing hot leads (and thus acquiring a host of new customers), but what about ways you can keep the customers you already have? That’s the essence behind figuring out creative ways you can reduce customer churn and protect your bottom line.
There is no denying that a gap exists between the skills that many companies need and the skills that those seeking jobs have to offer. The need to address your workforce skills gap is an especially high priority for entry-level positions as many of these target new college grads. The infamous ‘two years of experience’ requirement for most jobs is often overlooked by both employers and job seekers because it doesn’t always make sense. But what if there was a way to train inexperienced or less experienced new hires without the need for heavy oversight?
We were excited to partner with John Carroll, the CEO and founder of the Service Council, for an IdeaShare workshop exploring how field service organizations are adapting to digital transformation. The Service Council is a Boston-based research analyst firm. Topics for the workshop included digital transformation trends, how these trends affect organizations, and the application of Help Lightning’s innovative remote assistance software.
Shutdown maintenance can only be safely performed when equipment is not in use. This can be costly if maintenance requires prolonged closures and occurs during typical hours of operation. Additionally, planned shutdowns can be complex, impacting other parts of the operation and requiring several team members and engineers to be involved. Remote visual assistance technology is a solution helping manufacturers, and construction & engineering companies reduce equipment downtime during shutdown maintenance for equipment.
We all know the need to improve phone fix rate is important to customer retention levels. But sometimes, when juggling all the acronyms and HR speak (AHT and CSAT being prime examples), you can lose sight of why something like your phone fix rate is truly important: and that’s because it makes your customer service exponentially better.
Consistent auditing and inspection as part of Quality Assurance (QA) and Quality Control (QC) can be challenging for many companies. These core functions of QA and QC require a lot of time and coordination of challenging schedules. This includes quality assurance managers, engineers, safety specialists, auditors, and inspectors. Visual assist service offers all required personnel and project stakeholders a more efficient way to conduct quality inspections. A visual assist service provider enables everyone to be onsite together in a functional virtual setting that’s as effective as in-person inspections.
Join John Ragsdale, Distinguished VP of Technology Research at TSIA from Technology & Services Industry Association (TSIA) as he kicks off this panel discussion and webinar with one of the top augmented reality companies, Help Lightning.
Employee onboarding is the key to ensuring efficiency and quality. This way, new hires can achieve the greatest success in their position as soon as possible. The time it takes to onboard an employee is greatly impacted by whether or not they are able to get on the job training. As is commonly said, the best way to learn is by doing and making mistakes.
Early iterations of live video support were a major breakthrough moment for many companies. This feature allowed them to engage with customers and peers in real time. This allows them to talk face-to-face when help is needed. This resulted in stronger customer experiences, better team engagement, easier collaboration, higher net promoter scores, and overall better customer service. But there is one major area where live video support falls flat...literally. Both sides are engaging via a 2D flat screen. While this is superior to a phone call, 2D video support doesn’t quite match the experience of live personal interaction.
The question of how to reduce AHT is a critical consideration when evaluating your call center metrics. It also impacts your overall customer satisfaction and retention levels. So how exactly can you reduce Average Handling Time, without lowering your quality of service or hiring tens of new staff members (because both of those results are expensive in more ways than one). Well, rest assured, you’re not alone. This is a conundrum facing many industries, from energy, oil, and gas, to office equipment, transportation, and manufacturing.
Worldwide labor shortages coupled with COVID-19 travel restrictions is making onsite equipment installation a challenge for many companies. Everyone from car manufacturers and construction companies, to oil & gas and green energy are facing significant project delays. They are waiting for equipment to arrive and then be expertly installed. The solution many of these companies are now using? It is now to employ a visual support app that enables engineers to expertly guide equipment installation remotely.
In-person support is generally viewed as the gold standard of customer care. With in-person service not always possible, many companies have turned to contactless service (also called touchless service). COVID-19 travel restrictions and various quarantine protocols made contactless service a necessity during 2020/2021. Companies quickly realized contactless service needed to replicate in-person support as closely as possible to maintain quality, safety standards, and provide good customer experiences. Companies using remote virtual assistance technology found that not only can contactless service be effective—it can actually be superior to in-person support.
Production lines are the most effective means for mass producing products at scale. But you can come across problems if parts of the production line become compromised or simply do not meet changing requirements. These problems can have a major negative impact on the ability to meet quotas. They could potentially affect the supply chain of the product in production. Remote visual assistance is a decision support software system that helps production lines deliver optimal functionality. The ability to review, support, and audit production lines in a dynamic 3D merged reality environment assists in fast decision making for minimal disruption.
High performing sales representatives know they are most likely to land a sale when they speak to a customer’s specific use case. Face-to-face sales calls tend to have high conversion rates because they enable sales reps to gain a stronger understanding of what their customer needs. This personal, immersive interaction allows sales representatives to demonstrate exactly how and why the product is a good fit. However, in-person sales calls aren’t always possible. Remote visual assistance technology makes remote sales calls an effective way to convert leads into customers.
The question of remote assistance software ROI is a pertinent one, especially for businesses in the medical space, given this industry’s emphasis on excellent customer service (or in some cases, ‘bedside manner’) and high quality materials for medical devices.
Remote patient care is becoming more common - especially after our experience during the pandemic. Getting patients into a medical office can be challenging for multiple reasons. Some patients are physically or emotionally compromised, making it challenging for them to travel from their home to a doctor’s office or medical facility. In many cases, remote patient care is an effective way to treat these patients and support their caregivers. For example, patients who require medical devices and equipment at home can use Help Lightning to enable high-touch patient care in a virtual setting.
Looking for a way to increase luxury car dealer sales? There is a new frontier in increasing car dealer sales, but it isn’t what you think. Of course, elements like brand name, available upgrades, aesthetics, and engineering all contribute to the marketing power of a specific luxury vehicle. Yet we all know that the importance of the sales pitch and the ‘feel’ of the in-person buying experience. It can make or break a purchase and elevate what upgrades the buyer will consider worthwhile.
Visual remote guidance is available. Training doctors, nurses, and other healthcare professionals on medical equipment is typically costly and time-consuming. This is true for both medical providers and the equipment supplier. This is particularly true when medical equipment training specialists need to travel to regions of the world that are challenging to access, as many have been during the COVID-19 pandemic. Fortunately, visual remote guidance technology makes it possible to effectively train medical personnel no matter where they are located.
An industrial equipment KPI can be a tricky thing to improve upon but with an assist from AR enabled you can achieve positive outcomes. Unlike providers of SaaS software, tech companies, and other cloud-based businesses that face initial high upfront costs and only later enjoy almost painless scalability (thanks to their reliance on a largely subscription-based model), industrial equipment leaders can find it difficult to better key measures of success without compromising on quality of service. Indeed, padding one’s bottom line with measures such as increased CSAT scores, reduced handling times, and lowered truck roll costs, while still balancing overhead costs can be a difficult see-saw on which to balance.
Industrial equipment specialists are in short supply. When a piece of machinery breaks, companies typically have to wait days or weeks to get a technician onsite who can resolve the problem. The result is often financial loss and a loss in productivity. Remote collaboration tools like Help Lightning support quick resolution by connecting equipment specialists with onsite workers to fix problems fast.
Protecting worker safety is a top priority for most companies, making a routine safety audit essential. Everything from ensuring operators and technicians are using equipment properly to make sure equipment is operating optimally is required. Conducting consistent safety audits can be challenging and costly when specialists and auditors need to be onsite. Supporting a virtual safety audit is an ideal solution.
What are the positive outcomes you can expect with remote support software?
Most businesses considering employing remote support software associate this technology with increased efficiency. As well as increased time savings on critical tasks (that subsequently translates to saved capital and resources). But remote support software is very much a three-dimensional service. Depending on your business model, it can offer many of advantages in different departments of your business. And each can work to differentiate you among your competitors and help increase customer retention rates.
Looking for employee enablement ideas? Employee enablement is transformative because it capitalizes on an individual’s strengths, rather than focusing on micromanagement. There has been a huge shift in recent years to give employees the resources to succeed on their own, rather than forcing them into a box of rigid tasks and objectives. Employee enablement is, in short, empowerment. But the struggle a creative human resources department faces is how to provide the right tools in the ideal number to foster empowerment.
Today, the blog features a guest post on augmented reality technology from John Ragsdale, VP Technology Research at TSIA.
Over the last year, accelerated by the pandemic, technology companies are transforming the way they engage with customers. With in-person interaction off the table, our industry accelerated investment in technologies that could replicate an in-person experience. And in some ways improve the effectiveness of these engagements.