Help Lightning Webinars

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Topic: Enabling Field Service Technicians Using Merged Reality
Attend: AVAILABLE ON DEMAND
Duration: 42 min
Hosted by: Ravi Advani
Director of Field Engineering Services Solutions

The Service Council's research has consistently shown that the biggest challenges facing Field Service Leaders are workforce related.

In this live webcast with Ravi Advani, Director of Global Solutions, learn how Unisys is utilizing merged reality to improve their global service productivity by:

  • Accessing a wider workforce remotely with Field Service Center of Excellence (COE)
  • Training new technicians more efficiently
  • Reducing call times and increasing customer uptimes

Ravi Advani is Director of Field Engineering Services Solutions at Unisys. In his role, Ravi owns innovation in the global field services portfolio, working closely with customers, service leaders and solution providers to drive the Digital Workplace Services agenda.

Topic: Remote Assistance is the Future of Field Service
Attend: AVAILABLE ON DEMAND
Duration: 45 min
Hosted by: Evans Manolis
Senior Consultant

...so what are you waiting for?

Learn Tried and True Tips for Adopting Remote Assistance and hear how companies like Otis Elevator, Becton Dickinson, Ricoh, Siemens Healthineers, Boston Scientific and others have adopted and utilized this innovative technology to significantly reduce costs and improve operational efficiency.


Evans Manolis, Senior Consultant, works with customers to ensure their Merged Reality initiative is successful, teaching Best Practices in Merged Reality adoption and Change Management. Evans has over 25 years experience in the service marketplace and has worked with some of the world's largest service organizations, helping them reduce costs, increase operational efficiency and productivity, grow service revenues and deliver better customer experiences. Evans holds a B.A. degree in Psychology from the University of New Hampshire and is a frequent speaker at service meetings and conferences.

Topic: Innovation in Service Delivery
Attend: AVAILABLE ON DEMAND
Duration: 45 min
Hosted by: Edward Krzysik
Director of Service Programs, RICOH

Learn about RICOH's innovation journey to include ideation, internal buy-in, customer impact, strategic partnerships, and measurements of success.


Edward Krzysik is responsible for the growth and expansion of RICOH’s SmartHands program. RICOH’s SmartHands solution combines the technical skills of field technicians (SmartHands Tech’s) with experts at the Centers of Excellence to deliver exceptional customer service. Edward Krzysik has been with RICOH since 2004 and has held several leadership roles including Area Director, Region Director of Operations and Director of Service Programs.

Topic: Enhancing Customer Experience with Merged Reality
Attend: AVAILABLE ON DEMAND
Duration: 28 min
Hosted by: Greg Wilson
Director of Service, Cincinnati Inc

Learn how to improve your customer experience by adding Merged Reality to your service offerings. Your customers are one touch away from having your expert virtually standing with them and walking them through the most complex problems.


Greg Wilson has over 20 years experience in Field Service at Cincinnati Inc. He has served as a Technical Specialist & Service Representative. Servicing Press Brakes, Shear & Stamping presses as well as Managing Laser & Press brake Technical Support. Greg is currently Director of Service overseeing 3 Service Departments servicing Lasers, Small and Large scale 3D printers, Powdered Metal Compacting, Press Brakes, Shears and Stamping presses. Greg has spearheaded several initiatives spearhead design improvements on the 6XLT and many other small innovations or design improvements.

Topic: AR Now! 5 Early Adopters Praise Merged Reality
Attend: AVAILABLE ON DEMAND
Duration: 47 min
Hosted by: Gary York, Ph.D.
CEO of Help Lightning
Evans Manolis
Senior Consultant

With VR essentially gathering dust and AR still waiting for practical wearables, Merged Realty has emerged as the "Reality" solution that is delivering real value right now.

Join us to see how Help Lightning allows service experts to remotely guide their customer to a resolution, as though they were working side-by-side.


Gary York, Ph.D. is the CEO for Help Lightning. Gary is a serial entrepreneur who has spent his career at the boundary of what is possible and what is practical. He has held technical and executive positions with leading technology companies in Boston, Silicon Valley, and Alabama and is a winner of the Smithsonian Innovation Award and the EDPA Lifetime Achievement Award for Innovation.

Evans Manolis, Senior Consultant, works with customers to ensure their Merged Reality initiative is successful, teaching Best Practices in Merged Reality adoption and Change Management. Evans has over 25 years experience in the service marketplace and has work with some of the world's largest service organizations, helping them reduce costs, increase operational efficiency and productivity, grow service revenues and deliver better customer experiences. Evans holds a B.A. degree in Psychology from the University of New Hampshire and is a frequent speaker at service meetings and conferences.

Topic: Using Merged Reality to Effectively Onboard New Hires
Attend: AVAILABLE ON DEMAND
Duration: 37 min
Hosted by: Rodger Smelcer,
Co-founder and COO of United Service Technologies

Replacing a high-level or specialized technician can cost up to 400% of their annual salary.

Training new-hires is expensive, affects business performance and can become increasingly difficult to manage. Organizations need a strategy to mitigate the cost of onboarding without losing productivity or customer confidence. 


Rodger Smelcer is co-founder and COO of United Service Technologies, He is responsible for running all facets of the business including training and on-boarding. Rodger has a proven executive management track record and over 20 years of experience driving sales, growth, and technology in the commercial food equipment service industry. Prior experience includes: Scale Department Director for PBI Market Equipment; 3 years as Principal of K-12 School; and over 20 years teaching electro-mechanical technology.

Topic: Save Time While Increasing Customer Satisfaction Using Merged Reality
Attend: AVAILABLE on DEMAND
Duration: 42 min
Hosted by: Edward Krzysik, MBA
Director of Service Programs
SmartHands Business Development

Use Help Lightning to guide your customer to a resolution as if you were standing next to them. Attend this webinar to learn how you too can put this technology to use.


Edward Krzysik is a Director of Service Programs for RICOH with responsibility for the growth and expansion of RICOH’s SmartHands program. Our SmartHands solution combines the technical skills of our field technicians (SmartHands Tech’s) with our Centers of Excellence to deliver exceptional customer service. Edward Krzysik has been with RICOH since 2004 and has held several leadership roles including Area Director, Region Director of Operations and Director of Service Programs.

Topic: Implementing Merged Reality into Smart Collaboration for Remote Services
Attend: AVAILABLE ON DEMAND
Duration: 40 min
Hosted by: Elena Grabmeier
Service Owner Smart Collaboration at Smart Remote Services, Siemens Healthineers

Disruptive technologies such as merged reality transform the way maintenance services are being delivered to customers. Through Merged Reality knowledge can be shared in real-time among specialists to solve problems as if they were working side-by-side. Siemens Healthineers, a global medical technology company, is leveraging Merged Reality in service delivery for remote support to accelerate knowledge exchange, thereby improving uptime and reducing costs, with the ultimate goal to create value to customers and their patients.

During the webinar we’ll cover how:

  • Merged Reality boosts efficiency in service delivery
  • Rapid adoption of Merged Reality is possible in a large organization with a global reach
  • Merged Reality drives collaboration among serviceteams, customers and partners

Elena Grabmeier has a MSc degree in industrial engineering & management and started her career at Siemens Healthineers within the Healthineers business area of Advanced Therapies. She's guided by a general clinical understanding and gained international and cultural experience through different assignments in North America and Asia Pacific. In her current role as a service owner for smart collaboration, she's globally driving the implementation of Help Lightning's merged reality solution in a cross-functional team.

Topic: Improving Customer Experience Using Merged Reality
Attend: AVAILABLE ON DEMAND
Duration: 33 min
Hosted by: Jeff Henderson
Service Manager, Metro Sales

With Help Lightning, you can guide your customer to a resolution as if you were standing next to them.


Jeff Henderson served 3 years in the US Army as a Military Police Officer before joining Metro Sales as a service technician. Through his first seven years with Metro Sales, he advanced through the ranks to Sr. Technician, Product Specialist, and Service Supervisor. For the last 13 years, Jeff has served as Service Manager and on April 10th he will achieve his 30 year anniversary with Metro Sales.

Topic: Ricoh Uncovers Real Value with Augmented Reality
Attend: AVAILABLE ON DEMAND
Duration: 49 min
Hosted by: Edward Krzysik, MBA
Director of Service Programs
SmartHands Business Development

Repeat service calls are among the biggest problems in the industry. Imagine reducing your second call rate by up to 25% and dramatically improving your customer experience.

Help Lightning allows an expert to virtually reach out and touch what their service tech or customer is working on allowing Ricoh to:

  • Improve First Time Fix Rates
  • Avoid Unnecessary Customer Calls
  • Shorten Time to Resolution
  • Triage Problems and Verify Repairs

Edward Krzysik is a Director of Service Programs for RICOH with responsibility for the growth and expansion of RICOH’s SmartHands program. Our SmartHands solution combines the technical skills of our field technicians (SmartHands Tech’s) with our Centers of Excellence to deliver exceptional customer service. Edward Krzysik has been with RICOH since 2004 and has held several leadership roles including Area Director, Region Director of Operations and Director of Service Programs.

Topic: 2018 Year in Review - Augmented Reality
Attend: AVAILABLE ON DEMAND
Duration: 53 min
Hosted by: Gary York, Ph.D., CEO, Help Lightning
Eric Abbruzzese, Principal Analyst, ABI Research

In the world of Augmented Reality, 2018 has been a year of breakthroughs and advancements sprinkled with a dash of hope and disappointment. With this informative Webinar, we’ll review headlines and highlights surrounding Augmented and Merged Reality activity from this past year.

We'll discuss milestones in key areas, including software, smart glasses and smart devices.

Join us as we sift through the hype and expectations to see where we landed and analyze where we're headed.


Gary York, Ph.D. is the CEO for Help Lightning, an innovative Merged Reality company. Gary is a serial entrepreneur who has spent his career at the boundary of what is possible and what is practical. He has held technical and executive positions with leading technology companies in Boston, Silicon Valley, and Alabama and is a winner of the Smithsonian Innovation Award and the EDPA Lifetime Achievement Award for Innovation.

Eric Abbruzzese, a Principal Analyst at ABI Research, primarily conducts research in augmented reality (AR), mixed reality (MR), and virtual reality (VR), as well as other wearable devices such as smartwatches and fitness trackers. Coverage includes devices, content, platforms, and use cases across consumer and enterprise applications. Additional coverage includes gaming, video, and emerging technologies. His experience and continued research provide him a real-world perspective to help identify and analyze trends.