When Help Lightning first brought our Remote Expertise solution to the marketplace, we thought we knew exactly how companies use virtual expertise. Our focus was on tech support, customer service, and field service technicians. The goals of most of our early adopting customers centered around two Key Performance Indicators:
a) Cost Reduction
b) Increased Production
And the majority of our customers still use our solution as we intended. However, we have started to see more “out of the box” use cases for our solution. With the emergence of the Coronavirus and the accompanying travel restrictions, companies had to change; they were forced to become more agile, abandoning the ingrained ways of doing business. But that also meant using technology in new and unique ways. Some of our customers did just that.
The Ways Companies Use Remote Expertise (that surprised even us!)
- To Perform External Audits.
Safety audits, audits on newly shipped equipment, and quality control audits: Help Lightning customers are reducing costs by conducting audits remotely. - Monitoring the Assembly of Products.
Some of our customers outsource the manufacturing of parts that are used within their OEM equipment. Often, they would send product specialists to ensure the quality of the manufactured components. Many of them had to travel internationally to accomplish this goal. However, through the use of Help Lightning, companies are able to monitor product quality without having to travel. - Remote Training on New Equipment.
Product Trainers frequently traveled to new customer sites to deliver on-site training to customers who recently bought their product. Because of travel restrictions and health concerns, many of our customers are now performing Virtual Training. The ability to train anyone, from anywhere in the world, is proving to be a winning formula for many companies.
How Help Lightning Works
When someone encounters a complex issue, they need an expert to be onsite immediately. With Help Lightning’s virtual expertise 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, 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 telestrate, 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.
To see Help Lightning for yourself, schedule a free demo here.
