Case Study: Siemens Healthineers achieves faster repairs and reduced service costs with Help Lightning

Siemens Healthineers - Customer Case Study

Siemens Healthineers, a global provider of medical imaging, laboratory diagnostics, advanced therapies and service solutions, needed a simple, mobile-first way for service experts to collaborate with field agents without making costly investments in new equipment. Elena Grabmeier and Florian Haeger led the search and chose Help Lightning’s remote expertise solution (Merged Reality) so experts and technicians could blend two real-time video streams and work together using devices they already had.

Help Lightning deployed its Merged Reality platform — enabling telestration, frozen images, hand-gesture guidance and merged live video — and supported a phased, top-down/bottom-up rollout with local task forces. With Help Lightning’s assistance Siemens Healthineers rolled the solution out to more than 2,000 agents in 25 countries in ten months, resulting in faster repair times, fewer onsite trips, improved first-time-fix rates, reduced costs and higher customer satisfaction.

Siemens Healthineers