Case Study: Silver Tsunami cuts technician training time 62% and boosts first‑time fixes with Help Lightning

Silver Tsunami - Customer Case Study

Silver Tsunami, a field-service company confronting the industry “silver tsunami” of retiring technicians, faced shrinking on-site expertise, rising training costs, longer downtimes, and falling first-time fix rates. To bridge the gap, they adopted Help Lightning’s virtual expertise software (Virtual Expertise) to connect inexperienced field techs with senior experts remotely.

Help Lightning’s Virtual Expertise let remote experts guide new technicians in real time, cutting initial training from four months to six weeks (a 62.5% reduction), enabling same-day fixes, improving uptime and first-time fix rates, and boosting customer satisfaction while extending workforce capacity and reducing training-related opportunity costs.

Silver Tsunami