Case Study: Diversey achieves faster first-time fixes, reduced truck rolls, and stronger customer relationships with Help Lightning

Diversey - Customer Case Study

Diversey, a global leader in cleaning and hygiene solutions, faced the challenge of ensuring chemical dispensers and other equipment worked reliably for customers worldwide while minimizing downtime, miscommunication, and unprepared technician visits under its First Time Right policy. To overcome language and geographic barriers and deliver faster, more personal service, Diversey turned to Help Lightning’s remote video support AR technology.

Help Lightning provided a merged-reality solution that runs on common mobile devices so technicians and customers can collaborate in real time without extra licenses or training, improving onboarding and on-site readiness. The Help Lightning solution delivered measurable impact for Diversey: 10–15% savings on truck rolls for “no fault found” calls, a 15–20% increase in first-time fix rates, a 20–30% reduction in resolution times, greater technician confidence, and growing system adoption.

Diversey

Andrew Martin

Marketing Technology Global Portfolio Manager