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Growth for Help Lightning: A Banner Year

Company achieves 110% growth in customer base for its virtual expertise software. New enterprise customers include Pfizer and Cox Communications.

Birmingham, AL, December 23, 2020 – Help Lightning, Inc. today announced exponential customer growth in 2020, which increased 110% over 2019. Help Lightning added numerous global enterprise customers during the year, including Pfizer, Cox Communications, Abbott Labs, Ortho-Clinical Diagnostics, and Nestle Health Science. This announcement follows news that the company closed an $8m Series A funding round led by Resolve Growth Partners.

Summary year-over-year highlights include:

  • New customer acquisition increased 110%.
  • Customer usage (measured in call volume) increased 457%.
  • Enterprise users increased 133%.
  • $8m Series A funding round led by Resolve Growth Partners.

“Help Lightning had an extraordinary year of growth,” said Gary York, CEO, Help Lightning. “With our virtual expertise software playing a vital role in bringing technical expertise to settings where it’s most urgently needed. “While the pandemic has caused an extraordinary spike in global demand, our customers are seeing so much efficiency gain, cost reduction, and fix rate improvement. So, they say they won’t go back!”

Help Lightning was valuable prior to the pandemic for service organizations including reducing the time to problem resolutions, eliminating truck rolls, and improving first time fix rate. Then the COVID-19 pandemic caused global shutdowns and travel restrictions. Help Lightning’s virtual expertise software became mission critical to support service operations for global companies.

A key tool to serve customers

When the pandemic hit, Help Lightning became a key tool for companies to be able to continue to serve their customers. Travel restrictions prevented experts from getting to important systems. So, companies had to evolve their service model using Help Lightning. Now, international experts can guide local techs through fixes and maintenance.

Today, hundreds of call centers across a variety of industries rely on Help Lightning. They remotely deliver expertise by connecting people with the knowledge to the people trying to solve the problem. Help Lightning enables organizations to do more with less; they accelerate the transformation of their field service organizations from cost centers to profit centers.

How Help Lightning Works

When someone encounters a production or 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 into the merged video, 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.

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