Case Study: Diebold achieves faster field service, 33% less in-field mentoring and 250% ROI with Samsung Galaxy S and Librestream Onsight

Samsung Galaxy S Smartphones and Librestream Onsight App Enhance Field Service Efficiency

Diebold, a global leader in self‑service and security solutions, faced a growing field workforce with many newer technicians who lacked the deep technical experience to handle complex ATM repairs. To speed onboarding, enable real‑time mentoring, and capture knowledge across its service organization, Diebold turned to Samsung, deploying Samsung Galaxy S smartphones paired with Librestream’s Onsight video collaboration app on Verizon’s 4G LTE network.

Samsung’s Galaxy S solution enabled live, controllable video feeds so remote experts could guide and train technicians in real time, capture and share high‑resolution images, and build a searchable knowledge base. The deployment cut in‑field mentoring by 33%, delivered roughly a 250% ROI in year one, reduced service resolution times while maintaining first‑time fix rates, and began rolling out to about 400 technicians with plans to expand.

Diebold

Steven Wagner

U.S. Support Manager