Case Study: Diebold boosts field service efficiency with Samsung Galaxy smartphones and Librestream Onsight

Diebold reduces in-field mentoring by 33% with Samsung

Diebold, a leading provider of self-service and security solutions for financial and retail markets, faced a challenge in training its growing team of field technicians. Newer technicians lacked the deep technical knowledge to perform complex repairs on ATMs, and the company needed a mobile solution to connect them with senior experts for real-time mentoring and collaboration.

The vendor Samsung provided a solution using Samsung Galaxy S smartphones equipped with the Librestream Onsight video collaboration app. This enabled remote experts to see live feeds, control the camera, and guide technicians through repairs. The solution reduced in-field mentoring time by 33 percent and delivered an ROI of approximately 250% in its first year, while also maintaining first-time fix rates and reducing service resolution times.

Diebold