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HELP LIGHTNING SOLUTIONS for FIELD SERVICE

Maintenance and Repair for Complex Equipment

HELP LIGHTNING SOLUTIONS for FIELD SERVICE

Maintenance and Repair for Complex Equipment

Field service teams across the globe rely on Help Lightning to support and train technicians, and to effectively collaborate, solve problems and maintain their critical equipment uptime.

70000

Users

200

Companies

80

Countries

Improve First Time
Fix Rates

Understand the issue in advance, send the right parts, and ensure the right expertise is applied to the problem and avoid a second trip.

Improve Equipment Uptime

Whether you are supporting equipment in offices, hospitals or factories, uptime is critical to keep operations running smoothly.

Reduce Truck Rolls

Determine in advance if a dispatch is required or, ideally, eliminate the expense through the use of a remote-first solution.

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Help Lightning Platform

See how our AR-enabled technology provides everyday value to you and your customers.
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Visual Remote 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.

  • AI Speed-Assist

    Help Lightning’s new AI capabilities offer a suite of innovative tools designed to enhance remote support and collaboration.

    The platform features VoiceScript AI (real-time transcription and translation during calls), IntelliAssist AI (agent interaction with AI during calls for troubleshooting support and visual assets), ClearSight AI (visual analysis of screenshots and images to retrieve relevant model information for rapid knowledge access), SmartFolders AI and SmartTag AI (automated organization and asset tagging for easy retrieval), and GuidePoint AI (step-by-step procedural action generation from text-based content, notifying agents upon completion).

  • 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.

Field Service Use Cases

Our AR-enabled, remote assistance software supports a wide variety of field service use cases.

INTERNAL

Field Service Technician Support

The Problem: Field service personnel often arrive at a job site only to discover they require additional support. They may not have the knowledge and experience needed to handle the given task. Or they didn’t have enough information prior to the visit that would have allowed them to arrive better prepared.
Sending additional support to the job can be costly. And makes it important that technicians arrive onsite prepared to fix the problem the first time.
With remote visual assistance technology, field technicians receive real time support. This is without having to physically send more (or any) people to the job. Colleagues are able to merge video streams, allowing the onsite technician to see what needs to be done. This helps resolve the issue as if they were working together side-by-side.
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INTERNAL

Field Service Collaboration

The Problem: Effective field service collaboration requires strong communication. Poor communication leads to inefficient workflows and frustration for employees and clients alike.

Remote visual assistance technology facilitates real time communication. This allows teams to share a real time view of what’s happening no matter where they are.

This greatly reduces miscommunication and improves efficiency by allowing team members to collaborate with one another. It also helps them stay informed, and help with job site issues whether they are physically there or not.

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INTERNAL

Technician Onboarding & Training

The Problem: The most effective way for technicians to learn their jobs is to apprentice with an experienced colleague. Unfortunately, training capabilities of many companies have been stretched thin in recent years. This is due to a substantial number of skilled tradesmen and technicians retiring.
Remote visual assistance technology allows mentors and trainees to merge their environments, meaning that training can happen from anywhere. This ensures that a skilled employee can be virtually present to guide new technicians on critical skills.
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EXTERNAL

Industrial Equipment Support

The Problem: Industrial equipment suppliers spend a lot of time and money sending technicians on service calls. Whether it’s an industrial freezer or a printer, companies usually do not have specialists onsite. So who’s there to help when something goes wrong?

Remote visual assistance software allows industrial equipment customers to call in help in real time. Using merged video sharing, a specialist can be available to virtually walk customers through exactly what needs to be done. This can resolve the problem and provide very specific troubleshooting instructions.

In cases where a technician is necessary onsite, they will arrive prepared with a complete understanding of the problem. They will also be ready with the right parts and tools to fix equipment quickly.

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CASE STUDY

What Our
Customers Are Saying

“Pretty much every use is a ‘success story’ …customers appreciate the technology, and it works every time.”

TRUSTED AROUND THE WORLD

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Help Lightning Platform

DEMO

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ANALYSIS

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

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ADDITIONAL FIELD SERVICE RESOURCES

What Is Visual Guidance and How Can It Help Your Business?

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Hands-Free AR-Enabled Tech For Field Technicians is Improving Safety and Efficiency

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Using Augmented Reality to Prevent Unplanned Downtime in Manufacturing

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Read More About Field Service