Case Study: Unisys improves customer support and engineer training with Help Lightning

Unisys improves first-time fix rates with Help Lightning

Unisys, a global digital services provider, faced a challenge in bridging the knowledge gap between its highly skilled internal specialists and its customer-facing engineers. This made it difficult to consistently deliver high-quality customer support and meet first-time fix rate objectives. To solve this, Unisys implemented Help Lightning's Merged Reality solution.

The Help Lightning solution allows Unisys engineers to instantly call in remote subject matter experts for live, visual guidance during customer calls. This has enabled the company to improve first-time fix rates, expand the knowledge base of its engineers through on-the-job training, and ensure expert assistance is always available regardless of location. Help Lightning has helped Unisys elevate the customer experience and uplevel the skill set of its entire team.

Unisys