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MR / AR Remote Visual Guidance Software

TRANSFORMATIONAL MERGED REALITY
ENTERPRISE VISUAL SUPPORT SOLUTION

MR / AR Remote Visual Guidance Software

TRANSFORMATIONAL MERGED REALITY
ENTERPRISE VISUAL SUPPORT SOLUTION

Solution Overview


Experience digital transformation and service differentiation across departments, functions, divisions, regions and product lines.
Our enterprise visual remote guidance platform has provided millions of fast help sessions in over
80 countries and more than 90 companies in the Fortune 500 and Forbes Global 2000.
9712662
Fast Help Sessions

Enterprise Visual Support Transformational Benefits

Solve problems far faster
with more accuracy
11.7X
faster than
alternatives
Drive more efficiency
and effectiveness
20%
improvement across
episodes of customer care
Reduce operating costs and lower customer effort
40%+
reduction in
cost and effort
Increase profitable revenue for service and products
5%
higher margins
Improve customer satisfaction and NPS scores
30%
better customer
satisfaction
Enable quick, accurate visual interactions enterprise-wide
55
different enterprise
use cases

Remote Visual Guidance Platform
for Enterprise Transformation


  • Hyper‑Quick Merged Reality

    Unlock the power for extremely fast, accurate remote expert assistance with patented Merged Reality.

    Merged Reality is a virtual, side-by-side video collaboration with blended “live” hand gestures, overlayed visual instruction, curated quick knowledge, alpha-channel-enabled visual aids, pre-selected troubleshooting, and merged demonstration using real tools and equipment. Merge content and real interactions with AR spatial understanding and annotations.

  • Curated Quick Knowledge

    Share and manage smart, quick knowledge in visually guided procedures, chat, and merged reality fast help sessions.

    Manufacturers and service organizations accelerate precise communication with curated model and serial number related images, videos, guides, PDFs, drawings, and models from enterprise content. Understand flows quickly for installation, troubleshooting, safety, sales and break/fix service in merged reality or chat sessions.

  • Auto-Guided Self-Help

    Enriched standard operating procedures with video,
    AR, and annotated pictures that can be authored by
    any user enterprise-wide.

    Ensure compliance at each step. Eliminate delays and issues altogether with instant access to a context-aware, mixed reality remote expert at any step for inspection, validation, education, or problem resolution.

  • Industry 4.0 Spatial Computing

    AR visualization helps you find assets easily. Quickly locate faulty equipment in a crowded, multi-asset environment by scanning the field with your mobile device or smart glasses.

    Quick access to organizational knowledge from multiple sources — subject matter experts, guidance automation, knowledge bank, IoT real-time data and enterprise content — improves efficiency and minimizes downtime. Get real-time stats about the system’s components from your mobile device. View the big picture with unmatched spatial computing accuracy to find what you need to get the job done faster. You can even add merged-reality remote expert collaboration for speed to resolution and unmatched uptime.

  • AI‑Enabled Value Analytics

    Sophisticated value analytics for you to understand your successes and where there are opportunities to improve. AI support for trend predictions and what-if analysis is included.

    Drill down through interactive visual scorecards and metric measurements by region, division, product-line, equipment model, customer, incident type, even user groupings and skills, to understand what is working well and where you need to improve.

Extreme Speed with Merged Reality

A unique, patented mixed reality, video collaboration experience that allows experts
to “merge” and work side-by-side with anyone needing assistance.

This merged reality experience includes “live” hand gestures, overlayed visual instruction, curated quick knowledge, alpha-channel-enabled visual aids, troubleshooting content and demonstration using real tools and equipment.
Add AR annotations with 3D spatial understanding and users get the fastest level of help available in a hyper-realistic, environment where communication is quicker, more accurate, more precise and easier to validate. Even whiteboard sessions and document examination work seamlessly in merged reality. Experts are 11X faster than AR annotation-only solutions to answer remote users needs.

Remote Guided Visual Procedures

Service and visual communication velocity with remote automated guided visual procedures provides
instant self-help and speeds resolution, often eliminating the need for a remote human expert.
Guided procedures assist in implementation, inspection, validation, diagnosis and data collection before, during and after a ‘live’ merged reality help session that is context aware. The entire problem-solving process is faster, reduces costs and increases efficiency.
Begin with a QR code or troubleshooting app to find the correct visual procedures and knowledge.

Quick, Curated Knowledge Management

Our fast help solution includes smart, quick knowledge management.
Manufacturers and service organizations accelerate communication by sharing curated model/class and serial number/instance knowledge (images, videos, PDFs, drawings) from enterprise content and new learnings captured from remote visual assistance. Knowledge flows more rapidly for installation, troubleshooting, safety and break/fix service.
Even accurate parts or equipment knowledge are instantly exchanged and are pre-labeled, pre-processed for “live” merged reality use to field service engineers, technical support representatives, and customers.
The knowledge management system also contains guided visual procedures that remote experts deliver for off-line use.

Industry 4.0 Visualization

AR visualization helps you find assets easily. Quickly locate faulty equipment in a crowded, multi-asset environment by scanning the field with your mobile phone or smart glasses.
Quick access to organizational knowledge from multiple sources (such as the the ones listed below) improves efficiency and minimizes downtime.
  • Subject matter experts
  • Guidance automation
  • Knowledge banks
  • IoT real-time data
  • Enterprise content

Get real-time stats.

Get real-time stats about the system’s components from your mobile device.

View the big picture with unmatched spatial computing accuracy.

View information with unmatched accuracy to find what you need to get the job done faster.

Understand location, history and previously used content.

You can even add merged-reality remote expert collaboration for speed to resolution and unmatched uptime.

Comprehensive Collaboration

All Environments


Help Lighting has specialized capabilities for ultra-low bandwidth as well as complete chat and messaging functions to transfer knowledge and communicate quickly and accurately in noisy conditions.
Chat and messaging allows expert, customers and/or field personnel for the exchange of valuable information before, during and even after the fast-help call has ended. Retain the chat conversation where important details are exchanged bi-directionally.

All Devices


We operate in iOS, Android, mobile browsers,
web expert stations, and various smart glass environments
. The technology suite and episode of customer care and field support is covered.

Enterprise-Wide Value Creation

Value creation is at the heart of the way we price, deliver and support the Help Lightning
platform across the enterprise. We cover a broad and deep set of use cases:
  • Field Service
  • Contact Centers
  • Sales
  • Training
  • Marketing
  • Product Design
  • Manufacturing
  • Quality
  • Safety
  • Inspection
  • Installation
  • Validation
  • Maintenance
Sophisticated value analytics help you to understand your successes and where there are opportunities to improve.
AI support for trend predictions and what-if analysis is included. You can drill down through interactive visual scorecards and metric measurements by region, division, product-line, equipment model, customer, incident type even user groupings and skills to understand what is working well and where you need to improve.

Frictionless Experience

Our solution fits seamlessly into your technical ecosystem and workflow.
  • Integration with your ERP, content, CRM, call control, field management and maintenance management systems.
  • No-app download interactions and tagged recordings for learning and product improvements.
  • We bundle everything you need to succeed including all APIs, SDKs, analytics, AI and system modules.
  • Ability for you to completely white label our solution and include as part your brand promise of high-quality support and service.
With Help Lightning we offer a true, frictionless experience to ensure the
highest level of adoption, success and value creation.
Ecosystem & Workflow
Seamlessly technical ecosystem and workflow integrations for frictionless operation.
Third Party Systems
ERP, CRM, Call Control, Field and Maintenance Management System frictionless integration.
No-App Interactions
No-app interaction options for self-help or fast help session initiation.
Tagged Recordings
Tagged recordings for learning and product improvements.
Custom Fields
Integrated custom fields for easy root cause analysis, outcome scoring and data validation.

Customer Success 4.0

Our customers have a common goal of digital transformation using our remote visual guidance platform for enterprise-wide use case sets. However, transforming to Industry and Service 4.0 with Help Lightning is complex and subject to failure without the supporting success engineering to maximize adoption and value creation.
Without success engineering achieving the comprehensive benefits of our solution for customer care or field service is often incomplete. The surprising positive impact of Help Lightning on sales, marketing, manufacturing, maintenance, product design, safety, training and inspection might be overlooked.

The Mercury Program

For enterprise customers, we combine the strategic consulting, operations consulting, multi-year program management, process re-engineering and best-practice applications with our full platform that are necessary for sustained enterprise-wide success.
This total solution is called Mercury.
Mercury is designed to be agile and directed by your objectives and strategy to truly transform. Reducing costs, improving efficiency, adding profitable revenue and changing NPS scores means our solution includes deep customer success engineering. With Help Lightning it’s not about our technology, it’s all about creating high value.

Explore the
Help Lightning Platform


SUCCESS STORIES

What Our
Customers Are Saying

We use Help Lightning to bring the field into the classroom. Our new technicians are able to connect with the experienced technicians in the field and see what they are working on.

BUYER’S GUIDE

2024 Enterprise Remote Visual Guidance Software Buyer’s Guide

Trends, use cases, benefits, vendor competency, should ask questions, and more!

DEMO

Request a product demonstration from one of our experts.

ANALYSIS

We’d like to understand your needs and provide a value analysis.