Case Study: BUNN achieves 85.8% technician utilization and turns field service into a profit center with Help Lightning

How Help Lightning Helped BUNN Turn Field Service into a Profit Center

BUNN, a global beverage-equipment manufacturer, faced the challenge of turning field service from a cost center into a profit center by improving technician utilization, speeding repairs, better training frontline workers, and managing third‑party service providers. To accomplish this without buying new hardware, BUNN selected Help Lightning’s augmented‑reality remote expertise SaaS to put live, annotated support and training onto technicians’ existing mobile devices.

Help Lightning’s merged‑reality platform enabled live two‑way and three‑way help sessions, in-session annotations, and on‑the‑job training and quality checks, while requiring no local installs. As a result, BUNN saw faster ROI, reduced on‑site time, higher technician utilization (adjusted FSE utilization reached ~85.8%), double‑digit business growth since implementation, fewer calls into the call center, lower costs and improved customer satisfaction.

BUNN

Tim Spencer

SVP & GM of Service Operations