Case Studies & Guides

Success Story - Diversey

With Help Lightning, Diversey offers high touch support and faster resolution times. Diversey’s customers feel confident that someone is paying attention to their needs and will get problems solved quickly and effectively.

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A Guide To Customer Success Through Strategic Planning

Helping our customers achieve desired business outcomes—greater profitability, increased efficiency and productivity, and high ROI— is at the core of our business.

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Success Story - Frontmatec

Global food equipment manufacturer Frontmatec relies on Help Lightning to support remote installation and training for customers throughout the world.

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Success Story - RJ Young

Office technology solution provider RJ Young uses Help Lightning to deliver superior customer care to businesses throughout the Southeast.

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Success Story - Fresenius Medical

Help Lightning enables Fresenius equipment specialists to work remotely while continuing to deliver a superior customer experience.

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Success Story - BD

Global medical technology company BD relies on Help Lightning to provide
dynamic remote support and robust service for customers throughout the world.

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2021 Field Service Industry Sentiment Study

Review the current sentiment in the Field Service industry on a variety of topics such as new and emerging technologies, hiring practices, and workforce structure.

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Exploring Usage Of AR In Field Service

In this paper, we explore how industry leaders have seen huge benefits to both their productivity and customer satisfaction levels learning directly from their experience with AR.

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20 Remote Visual Assistance Use Cases

To help you better understand how remote visual assistance can be used for your company, we’ve put together a list of 20 use cases from companies in a wide range of industries.

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Solving End User Reluctance Guide

Inside this guide, you’ll find helpful information and highly practical suggestions for solving end user reluctance to new technology. Read the report and be ready to support your field service team’s successful utilization of remote assistance software.

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Tech Adoption Best Practices Guide

How can service organizations ensure the successful adoption of technology in both the back office and the field? This tech adoption guide from the Service Council highlights steps organizations should embrace and execute to ensure the successful adoption of empowering technologies.

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Smart KPI Tracking Guide

In this guide we explain how remote visual assistance technology supports some of the service industry’s leading KPIs to deliver on ROI. We also offer some new KPIs service companies can use when integrating remote visual assistance into their tech stack.

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Remote Visual Assistance Buyer's Guide

The Blumberg Advisory group has released a Remote Visual Assistance Software Buyer’s Guide to teach you everything you need to know about the products available, and how to get the most out of your investment. Learn which features Blumberg lists as must-haves in your Remote Visual Assistance solution. 

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Touchless Service

Despite the need for touchless service during this pandemic, field service is a contact sport. Human intervention is still required. Often, the customer requires more guidance, or lacks familiarity with the equipment, or is unable to describe the situation to the expert.  Ultimately, visual “virtual” interaction is required.  Written by industry analyst Michael Blumberg.

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Silver Tsunami Survival Guide

Yesterday’s product experts are planning their retirement. Hiring their replacements can cost up to 400% of their annual salary. Service organizations will face an alarming shortage of technicians in the coming years. The question is, how will they manage the departure of experienced field technicians while preparing the next-generation for success?

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Case Study - BUNN

BUNN turns field service into a profit center with remote assistance from Help Lightning. Learn from Tim Spencer, Senior Vice President and General Manager Service Operations, how BUNN’s implementation of Help Lightning’ solution helped turn their field service branch into a profit center.

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Case Study - RICOH

Already a well-known company recognized for its hardware centricity,
Ricoh has transitioned into a serviceled business model. It was Ricoh’s strategic partnership with Help Lightning that enabled them to provide a better service experience, both for their customers and their technicians—the latter of which also drove better outcomes for customers.

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Case Study - UST

Yesterday’s product experts are planning their retirement. Hiring their replacements can cost up to 400% of their annual salary (according to industry analysts.) So how do you optimize the use of your most experienced technicians, transfer their knowledge, and bring your new-hires up to speed?

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Case Study - Diversey

In the cleaning technologies industry, customers increasingly look to vendors for quality service and experiences as distinguishing competitive factors. At Diversey, building service relationships with customers has its foundation in operational readiness. Help Lightning helps build those relationships.

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Case Study - BD

Help Lightning enables BD’s engineers and support teams to visualize work environments in real-time and provide accurate directions while working directly with engineers and customers. With complete visibility of the work environment, engineers and support teams can make more accurate diagnoses and part determinations, then immediately transmit solutions to the work site.

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