Case Study: BD (Becton Dickinson) achieves higher dispatch-avoidance and stronger customer relationships with Help Lightning

Field Service Innovation Briefing

BD, a global medical technology company advancing medical discovery, diagnostics and care, needed an augmented reality solution to help field engineers and call-center teams better support customers, increase uptime, and raise dispatch-avoidance rates. BD partnered with Help Lightning and piloted Help Lightning’s remote video support AR technology because it matched their service organization needs and offered a strategic merged-reality partnership.

Help Lightning’s merged-reality remote video support gave BD engineers and support teams real-time visibility into customer work environments for over‑the‑shoulder guidance and phone-system integration. As a result, BD increased dispatch avoidance, improved customer ease-of-use, reduced customer steps and guesswork in parts identification, boosted adoption across teams (including inclusion in SLAs), and strengthened customer relationships and internal advocacy.

BD

David Whitmarsh

US Technology Manager