Case Study: United Service Technologies reduces new-hire training from 3 months to 6 weeks with Help Lightning

United Service Technologies - Customer Case Study

United Service Technologies faced an industry-wide personnel challenge: an aging workforce, the need to transfer expertise to new hires, and high replacement costs (up to 400% of annual salary). To accelerate onboarding and preserve institutional knowledge, UST chose Help Lightning’s remote assistance app, which uses Merged Reality to connect classroom trainees with experienced technicians in the field.

Help Lightning’s solution overlays live video streams so experts can virtually “reach into” a technician’s view, telestrate, and record sessions for the company’s learning management system—using existing smartphones or browsers. The result: new technician training fell from three months to six weeks, a trial resolved 14 of 16 issues on the first call, many customer problems were triaged without dispatch, and adoption improved retention and on-the-job learning for UST thanks to Help Lightning.

United Service Technologies

Rodger Smelcer

Co-Founder & Chief Operating Officer