Case Study: Global Mining Equipment Manufacturer achieves faster issue resolution and less downtime with SightCall

A Global Mining Equipment Manufacturer Taps into Connected Service with Remote Visual Assistance

Global Mining Equipment Manufacturer, a leading provider of mining equipment, systems, and solutions operating in 142 countries, needed a better way to support field technicians and customers facing costly equipment downtime. Unplanned outages in mining can be extremely expensive and even trigger penalties, so the company looked to SightCall’s remote visual support to help experts diagnose issues faster and improve service across its global operations.

By implementing SightCall, the manufacturer connected onsite technicians with factory experts for live troubleshooting and repairs, with low-bandwidth performance, Salesforce case integration, and support for RealWear glasses and handheld devices. SightCall reduced average support resolution time from two days to two hours, helping save up to $368,000 per equipment incident while improving safety, sustainability, and customer satisfaction.