Vonage Case Studies Help Lightning Enhances Customer Support with Vonage Video API

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	Help Lightning Enhances Customer Support with Vonage Video API Vonage

Help Lightning Enhances Customer Support with Vonage Video API

Vonage

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
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

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

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.

About 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.

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.

Impact #1	The implementation of the Vonage Video API and the Enterprise Plan has resulted in a high-performance, scalable, and robust remote assistance app for Help Lightning. The enhanced support features have improved the customer experience by providing real-time, interactive assistance. This has not only reduced the time, cost, and labor involved in traditional support models but also improved the efficiency of business processes. The 'merged reality' technology developed by Help Lightning has filled the gap in markets with a shortage of technicians, enabling manufacturers to improve productivity and drive revenue. The solution has also proven to be incredibly reliable, with Help Lightning experiencing significant uptime for their platform.

Impact #1

The implementation of the Vonage Video API and the Enterprise Plan has resulted in a high-performance, scalable, and robust remote assistance app for Help Lightning. The enhanced support features have improved the customer experience by providing real-time, interactive assistance. This has not only reduced the time, cost, and labor involved in traditional support models but also improved the efficiency of business processes. The 'merged reality' technology developed by Help Lightning has filled the gap in markets with a shortage of technicians, enabling manufacturers to improve productivity and drive revenue. The solution has also proven to be incredibly reliable, with Help Lightning experiencing significant uptime for their platform.

Benefit #1	Help Lightning's platform is now used in 85 countries, indicating a significant expansion of their customer base.
Benefit #2	The platform has experienced incredible uptime, demonstrating the reliability of the solution.
Benefit #3	Help Lightning has grown to the point where the investment in the Vonage API and Enterprise Plan is paying off, although specific financial benefits are not mentioned.

Benefit #1

Help Lightning's platform is now used in 85 countries, indicating a significant expansion of their customer base.

Benefit #2

The platform has experienced incredible uptime, demonstrating the reliability of the solution.

Benefit #3

Help Lightning has grown to the point where the investment in the Vonage API and Enterprise Plan is paying off, although specific financial benefits are not mentioned.

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Overview

Help Lightning Enhances Customer Support with Vonage Video API

Operational Impact

Quantitative Benefit