In the face of an unprecedented global crisis, almost every business in the world was forced to change the way they deliver service this year. Help Lightning customer, Oxford Instruments, set an incredible example of overcoming the challenges and difficulties they faced. They proved they were digitally agile by not only salvaging what could have been a disastrous year, they also tapped new digital transformation opportunities with new technologies.
Oxford Instruments was seriously worried about the pandemic. They asked themselves, “how can we support our customers when we cannot visit? What will our 60+ service engineers do? Why would customers pay us for contracts or to fix systems they cannot use?”
So what did Oxford Instruments do? They became “Digitally Agile” by committing to digital transformation opportunities.
“We now make around 1,000 calls per year with Help Lightning, saving us £1800 per visit, maintaining customer contact and saving countless days per year in travel time.”
“Not only are they saving money by using remote expertise, they are also able to digitize their training offerings, and offer a guided installation service to lesser trained OEM engineers using Help Lightning. They say, “it’s become so normal to say ‘I’ve just completed an installation in Italy’ that we don’t even say the word ‘remote’!”
By making a commitment to digital transformation opportunities, including remote assistance software, Oxford Instruments went “from the fear of losing touch with our customers and losing revenue, to being significantly UP on PY and at higher margin! We have never been more integrated with our customers.”
When someone encounters a production maintenance issue, they need an expert to be onsite immediately. With 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 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.
Ready to start evaluating digital transformation opportunities as well? Sign up for a free demo here.