2020 created unforeseeable challenges for Field Service organizations. These difficult circumstances accelerated the use of remote support services. Our panel discussion highlights how augmented reality based remote assistance from Help Lightning was able to adapt and thrive during some of the most trying times in field service as well as their vision for the future.
Participants in this panel discussion:
Greg Wilson – Director of Service, Cincinnati
Steve Dobbins – Manager, Service Call Center, Gosiger
Dan Turner – Global Business Manager Customer Support, Oxford
Marc Guthrie – COO, Help Lightning
Tim Tyrell-Smith – CMO, Help Lightning (Moderator)
When someone encounters a production maintenance issue, they need an expert to be 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.