As access to high-speed mobile data has increased and communications have become faster, video calling software has become deeply embedded in our daily lives. We’re using programs like WhatsApp and FaceTime more and more to communicate with friends and family. Businesses are becoming increasingly reliant on video conferencing tools like Microsoft Teams, Zoom and Google Meet. These tools are primarily designed for either personal use or an office environment — meaning there’s a huge gap when it comes to technical remote collaboration and apps for field service.
Video Calling Gaps
Conventional video calling programs just don’t fit the bill when it comes to technical collaboration in field services or industrial settings. There are essential tasks that these tools simply can’t do when you’re trying to provide technical guidance or solve complex problems:
Allowing experts to watch live video and visually interact with a remote user to show them what to do
Overcoming low bandwidth at industrial sites, remote locations and rural areas
Connecting with one-time users without requiring them to install an app or provide credentials
Implementing inspection and audit processes and collecting visual evidence (i.e., pictures and videos)
Capturing and curating tacit knowledge through technical collaborative interactions
Integrating with current workflows for call centers and telephone systems
Integrating with other enterprise solutions (e.g., Salesforce, ServiceNow and IFS) or customer portals
Monitoring system usage and collecting business KPIs for analytics
Remote Visual Guidance Solution
Help Lightning has been designed for industrial and field service applications with all the above tasks in mind. Help Lightning’s visual support app extends beyond video calling — it addresses the specific needs of service organizations to streamline support processes and create competitive advantages for business customers.
Help Lightning’s extended reality solutions consist of three integrated components operating on a secure AWS cloud infrastructure:
Remote Visual Guidance: Interactive visual collaboration tools allow support engineers, remote users, customers and external SMEs to interact and solve technical problems quickly.
Interactive Auto-Guides: Users can follow interactive procedures and checklists for implementing inspections, audits and equipment maintenance processes.
Quick Knowledge: Curated image libraries mean users can share images of tools, spare parts and instruments — along with captured videos and legacy materials — to solve technical problems.
Merged Reality field service, Augmented Reality field service and on-screen annotations provide visual guidance and enable fast resolution of technical issues
Yes
No
Supports low-bandwidth communication, allowing annotation on sharable photos when video transmission is unavailable
Yes
No
Video overlay images to display spare parts, tools and instruments for remote guidance and fast resolution
Yes
No
Integrates screen sharing and quick sharing of documents, pictures and drawings — all with annotation features
Yes
Partially
Captures pictures and videos, including high-resolution images, and organizes them within the support session for future reference
Yes
Partially
Enables inviting one-time users (e.g., remote experts or customers) without requiring app installation or credentials
Yes
Partially
Classifies and identifies each support interaction for business analytics purposes
Yes
No
Integrates business analytics tools to monitor business values and KPIs
Yes
No
Support interaction data and history is systemized, documented and stored in the system for reporting
Yes
No
Authoring tools for implementing remote inspections, audits and maintenance processes and integrating them with work orders
Yes
No
APIs, SDK and Smart Links (No Code) for integration with other solutions and customer portals
Yes
Partially
Secure and safe connections that are SOC2- and GDPR-certified and HIPPA-compliant
Yes
Partially or No
Transformation Success
Beyond our technical capabilities, Help Lightning offers a comprehensive program called Mercury to ensure success in implementing AR in different industries, flattening the technology adoption curve and achieving our customers’ business goals. Mercury combines methodology and professional services to guide our customers through the entire implementation process, from initial rollout and deployment of apps for field service to scaling up. This program is included in our Enterprise License and offers services such as:
Business Value Assessment
Change management
Training and implementation support
Business analytics dashboard
Engineering support for APIs integration with other systems
Transformation services
Help Lightning is designed to meet modern technical and safety standards that service organizations must comply with. Our remote visual guidance solution empowers organizations and their field technicians to deliver consistently high levels of service to their customers.
To learn more about how our apps for field service can transform the way your company delivers customer service, contact Help Lightning today!
