Oxford Instruments: support that does not wait on a trip

Global company uses Help Lightning to deliver customer support that saves costs, increases revenue, and delivers greater value to customers.

Dan Turner is Global Service Business Manager at Oxford Instruments NanoAnalysis. His team uses Help Lightning to provide remote expert guidance through a service it calls Live Assist. He shares how the team adds value to its support model while growing revenue.

Transition from Reactive to Proactive Customer Support

Prior to using Help Lightning, Oxford Instruments NanoAnalysis operated within a “break/fix” model, which was time-consuming, inefficient, and of low value to customers.

“The time between something going wrong and then someone going to fix it can be weeks or even months. With Help Lightning, you can check in on customers and do equipment checks remotely to make sure everything is working as it should. You can identify issues before an instrument breaks and help customers take needed action before it becomes a problem for them.”

Instant Hands-On Support for Customers from Anywhere in the World

Customers can contact support in real time, from anywhere in the world and on any device, including iOS, Android, and PC, without having to download or add hardware.

“Customers think it’s otherworldly when they see the images projected in 3D right on their screen. It’s a greater level of intimacy compared to a phone call or email, and that translates to a minimal time to repair. There is no more guesswork. If an engineer must go on site, they are able to fix the issue in one visit. That gives customers maximum uptime, and that’s more revenue for the customer.”

Boost Revenue While Adding Value

Remote expert guidance with Help Lightning enables Oxford Instruments to serve more customers faster while reducing travel and engineer downtime. With the onset of the COVID-19 pandemic, call volumes through Live Assist surged, translating to a 19% increase in revenue.

“Every time we save a visit, the savings to Oxford Nano is £1,200–£3,000 ($1,625–$4,000 USD). We are making about 100 calls per month now using Live Assist!”

Problem

Oxford Instruments NanoAnalysis wanted to transition from the classic “break/fix” model and provide proactive support that would better serve its customers.

Solution

Help Lightning powers the Live Assist remote expert guidance service for Oxford Instruments NanoAnalysis, enabling the company to provide better, faster support while increasing revenue at higher margins.

Benefits

Proactive support: Transition support from reactive to proactive, helping customers feel secure with your product.

Robust customer relations: Experts can be available to your customers from anywhere in the world, in real time, on any device.

Increase revenue with higher margins: Offer a higher level of service while reducing travel-related costs and downtime.