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Use Cases

Field service, manufacturing, call centers, and inspections.

Help Threads

Field Service

Every hour equipment is down costs money — or a customer's patience. Instead of waiting on a callback or flying someone in, the technician opens a Help Thread, connects with an expert, and shares exactly what they're seeing. Using live video and sharing photos in the chat, the problem gets solved on the spot. When the Thread is closed, it retains the full record of what happened, who was involved, and how it was fixed. That record feeds real-time field service metrics.

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Help Threads and Procedures

Manufacturing

Standing up a new line means engineers, equipment vendors, and factory floor teams all need to be looking at the same thing at the same time, often from different countries. Instead of scheduling flights or waiting on email chains, they open a Help Thread and work through it together live. The vendor points out a calibration step, the engineer confirms a spec, the floor team runs it. Everything stays in the Thread, so the next line doesn't start from zero.

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Live Video Guidance and Help Threads

Call Centers

Phone support is not enough to solve your customer's issue, and a truck roll is the only other option. Without leaving the call, the agent sends a Help Lightning link — no app, no download for the customer — and starts a video session in seconds. The agent sees exactly what the caller sees and walks them through the repair with annotations and Merged Reality. Help Lightning integrates with your existing call center platform and workflows.

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Procedures

Inspections

Not every job needs a live expert. A lot of work is the same steps, every time, and standardizing it shouldn't take a heavy process. Build a Procedure once, and anyone can follow it, even your customers. Users follow the Procedure and capture photos and videos, log a reading, or even add a signature along the way. Collaborate with an expert at any time during the Procedure if needed. Administrators can verify completed work and send reports to show the results. Nothing is lost.

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Articles

  1. 01Veolia: diagnose and fix without the waitWater-tech support that has to move fast — remote expert guidance so downtime does not become the story.Veolia
  2. 02Ecolab: field service without starting overHow Ecolab’s teams use Help Lightning in the field — less dispatch, more first-time work.Ecolab
  3. 03TCS at Kering: IT support that can see the problemTata Consultancy Services uses Help Lightning so Kering’s support can look at the issue with the person who has it.

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Success Stories

Read the customer stories here, or browse the customer list.

  1. 01Boston Scientific: clinical experts, remoteClinical experts reach into hospital equipment work without getting on a plane.Boston Scientific
  2. 02BUNN: time on the high-value workTechnicians get live help and training in the field, instead of waiting on a specialist’s travel.BUNN
  3. 03Fresenius: specialists who can still be thereEquipment specialists support customers remotely — the work continues when travel is not an option.Fresenius Medical Care

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Whitepapers

  1. 01Reducing the cost of downtimeWhy last-mile support is where downtime actually gets expensive — and how remote expert guidance changes that last mile.
  2. 02Right to repair, without a second truckUsing remote expert guidance to comply with repair rules and keep the work — and the revenue — in-house.
  3. 03Service revenue that is not a truck rollHow remote expert guidance turns scarce expertise into billable work instead of travel time.

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