Help Lightning Enhances Customer Support with Vonage Video API
Technology Category
- Analytics & Modeling - Virtual & Augmented Reality Software
- Sensors - Camera / Video Systems
Applicable Industries
- Equipment & Machinery
- Telecommunications
Applicable Functions
- Maintenance
- Quality Assurance
Use Cases
- Augmented Reality
- Mixed Reality
Services
- System Integration
- Testing & Certification
About The Customer
Help Lightning's customers are primarily manufacturers of relatively complex pieces of equipment. These customers span 85 countries and require a platform that can provide real-time, interactive assistance to their end-users. One such customer is Becton Dickinson (BD), a major manufacturer of healthcare and hospital equipment. BD uses Help Lightning's platform to provide support for their blood testing equipment, allowing lab technicians to quickly resolve any issues with the product. The platform enables BD's support experts to visually guide the lab technicians through the necessary adjustments to fix the issue.
The Challenge
Help Lightning, a company offering a mobile communication, collaboration, and cognition platform for users needing assistance with purchased equipment, faced a significant challenge. Many of their customers manufacture complex pieces of equipment, and the traditional support model involving call centers and field service technicians was proving to be time-consuming, costly, and inefficient. This model also often resulted in a poor customer experience, especially when dealing with mission-critical equipment where delays could potentially lead to life-threatening situations. The challenge was to find a reliable and flexible WebRTC-based live video solution to support an Augmented Reality (AR) application that could provide real-time, interactive assistance to end-users.
The Solution
Help Lightning turned to Vonage's Video API and the Enterprise Plan to address their challenge. The Video API enabled Help Lightning to develop a 'merged reality' solution, a type of augmented reality (AR) that blends two video streams in real-time. This technology allows a user to show the problem to a technician using their mobile device, and the technician can then virtually demonstrate how to fix the issue. The Enterprise Plan provided Help Lightning with a deeper level of support and access to sophisticated features that were crucial to their service. The performance, scalability, and robustness of the Vonage API, along with its consistent reliability, were key factors in its selection.
Operational Impact
Quantitative Benefit
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