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Oxford Nano Uses Remote Assistance as Service Differentiator

  • February 19, 2021
  • Help Lightning

Register for this webinar today. It focuses on how to deliver better remote service.

We’re excited to partner with Field Technologies Online to present a special webinar featuring Dan Turner. Dan is the Global Service Business Manager at Oxford Nano. Dan will share how he assisted his staff and clients to successfully adopt and fully utilize their solution.

About Oxford Nano Virtual Assist

Oxford Nano‘s clients include R&D professionals across a wide range of academic and industrial applications. They are providing innovative remote assistance software to their clients through their AR-enabled “Virtual Assist” solution. Consequently, their clients get instant access to the company’s global team of service and applications experts. This makes it easy to detect issues, and guide those clients through fixes in real-time. Oxford Nano provides this solution to move their clients from reactive to proactive support; their goal is to increase client value while generating revenue.

Dan Turner: How to Deliver Better Remote Service

A qualified Electronics Engineer, Dan spent his early career as a global trouble shooter on NanoAnalysis (NA) equipment used in electron microscopy. This role encompassed electronics, high vacuum, cryogenics, high voltage, radiation, low voltage sensors. Dan moved into tech support, then a stint as Tech Support Manager, and is currently the Business Development Manager. He plans to expand the Oxford Instruments group of companies that make up Oxford Instruments PLC.

Efficiency is huge for Dan. As a result, his approach is often tailored with that in mind:

  • Intelligent swarming on mobile for global service teams
  • Knowledge recycling via knowledge centered support
  • The journey from ReActive to ProActive support with cloud based IoT and augmented reality
  • Use of a low cost/low code global field service reporting hand-held app utilizing Apple FileMaker

In the last year, Dan grew the NA service business by 17%. In addition, he was able to add 2.5M GBP at increased margin even during the global pandemic. These results were enabled by this suite of support options that led to increased value.

Dan is a graduate from Brunel University. He lives just outside London, in Buckinghamshire.

Miles Szkoda, Event Director at FTO, will join Dan to drive a lively conversation.

Register for the webinar. It focuses on how to deliver better remote service.

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When someone encounters a production maintenance issue, they need an expert onsite immediately. In an online help session, 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. So it’s remote assistance for field service.

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