Help Lightning Blog
How Ecolab Is Reimagining Field Service with Help Lightning’s Enterprise Remote Visual Guidance

In a recent Future of Field Service podcast, Cob Mencarini of Ecolab shared insights on how his team is transforming service operations using Virtual Assist (Ecolab’s branded version of Help Lightning’s Enterprise Remote Visual Guidance). It was more than a conversation about field technology—it was a story of measurable transformation, cultural adoption, and a future-facing vision for service excellence.
At the heart of Ecolab’s transformation is a staggering result: more than a 20% increase in first-time fix rates. Powered by ERVG, this improvement doesn’t just mean faster resolutions—it means fewer repeat visits, lower service costs, and significantly higher customer satisfaction. Cob emphasized how ERVG boosts field technician confidence and success, which translates directly into a better service experience.
The Power of Remote Visual Guidance in the Field
With Virtual Assist, Ecolab technicians and trainers can provide expert assistance from wherever they are, then seamlessly return to their day. This fluid model of support reduces technician downtime, increases workforce utilization, and dramatically improves service responsiveness. Instead of traditional phone support or static documentation, Help Lightning enables experts to visually demonstrate solutions as if they were standing side-by-side with a technician or customer—no matter the distance.
This capability is made possible through Help Lightning’s unique video collaboration allowing remote experts to guide, diagnose, and resolve issues rapidly and intuitively.
Technology Adoption That Works
One of the most common roadblocks to service innovation is internal adoption. Cob shared how strong leadership support, combined with a structured communication plan , has resulted in widespread adoption of Virtual Assist across teams. Post-call surveys show a 4.6 out of 5 customer rating, a testament to how well this technology is being received on both sides of the service equation.
What makes this even more impressive is that Ecolab achieved these results while many companies are still stuck in pilot mode. They moved past technology trials and into enterprise value realization—rapidly and sustainably.
The Bigger Picture: ERVG’s Role in a New Service Model
Help Lightning’s ERVG is not a point solution. It’s the foundation of a multi-stage, high-value service ecosystem that reduces customer effort, eliminates unnecessary field visits, and accelerates knowledge sharing. In Ecolab’s case, it’s part of a broader strategy to deliver frictionless, intelligent support across service, training, and customer engagement.
By adopting ERVG, Ecolab isn’t just fixing problems faster—they’re setting a new standard for service in the enterprise space.
Takeaway
Cob’s story underscores the business case for Enterprise Remote Visual Guidance: faster fixes, lower costs, empowered technicians, and delighted customers. For organizations looking to modernize service delivery, Ecolab’s experience with Help Lightning is proof that the future of field service is here—and it’s visual, intelligent, and immediate.
To learn more about how Help Lightning can transform your service organization, contact us today!