Case Study: Oxford Instruments NanoAnalysis achieves proactive remote support and revenue growth with Help Lightning

Oxford Instruments NanoAnalysis boosts revenue 19% with Help Lightning

Oxford Instruments NanoAnalysis faced the challenge of transitioning from a time-consuming and inefficient reactive "break/fix" support model. They sought a way to provide more proactive and higher-value service to their customers. To address this, they implemented Help Lightning's Live Assist remote expert guidance service.

Using Help Lightning's solution, support experts could provide instant, hands-on guidance to customers remotely from anywhere in the world. This allowed the company to identify issues before instruments broke down and resolve problems without guesswork. The results were significant, including a 19% increase in revenue and savings of £1,200–£3,000 per avoided site visit. Help Lightning enabled Oxford Instruments to serve more customers faster while dramatically reducing travel costs and engineer downtime.

Oxford Instruments NanoAnalysis