Change can be difficult. Change can be frightening. But when there is no other option, you want to have someone with you to guide you through that change. For BD, that change was coming, whether they wanted it or not. Luckily, they had Help Lightning to bring them safely through that journey. With Help Lightning, BD achieved incredible net promoter scores despite not sending out any techs to service calls!
BD used Help Lightning before the pandemic, but once the lockdowns began, it became a crucial part of how they do business. According to Eduardo Bonefont, BD was paralyzed by a central support system: “if you ran into issues you usually had to deploy experts to travel. We didn’t have that option anymore.” Their only option was to use the field engineer in that remote area, whether they were experienced on that particular equipment or not. Needless to say, net promoter scores were the last thing on Bonefont’s mind.
With quarantine protocols in place, even domestic field calls became prohibitively expensive. Because of the mandatory two-week quarantine period when traveling, each service call would have an extra month of travel time, hotel stays, and flights tacked on. “If we had sent a field engineer from the continental US to Guam,” Bonefont says, “we would not be able to pull back that engineer for weeks. That was something we could not afford.”
BD also can’t afford to stop business, and not just for their bottom line. “BD is fortunate that we are part of the fight to detect Covid. We have the equipment we need to deploy around the world in order to continue those installations.” Without the ability to travel to their clients, Bonefont and his team began to rely heavily on Help Lightning. Virtual expertise was “not just something nice to have, but a key tool in order for us to be able to serve our customers.”
However, Help Lightning didn’t just help them get back to work; virtual expertise increased their customer satisfaction! “Throughout the pandemic, our net promoter scores actually got better. And not just better; we had one division that got perfect, 100% net promoter scores in the height of the pandemic,” Bonefont said.
Bonefont had been a champion for Help Lightning before the pandemic, but he never could have predicted this. Once the need became great enough, the solution was obvious. “In my whole career, I’ve never seen net promoter scores like that!”
When someone encounters a production or maintenance issue, they need an expert to be onsite immediately. With visual remote guidance software, two video streams become merged into one. Therefore, users can collaborate and resolve an issue together. The remote expert can actually insert their hand into the merged video, use tools, and share documents. This simplifies the problem-solving process. Easy, right?
Using mobile devices, experts can now work with a partner as though they were side-by-side. You can annotate, or write across the screen. It’s easy to freeze images and use hand gestures. You can even import documents and add real objects into the merged reality environment. So, using Help Lightning, experts can solve any problem, even from thousands of miles away.
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BD is a global medical technology company that is advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. BD leads in patient and healthcare worker safety and the technologies that enable medical research and clinical laboratories. Read the BD case study here.