Case Study: Global Engineering Company achieves faster first-time fixes with SightCall

Global Engineering Company Elevates Virtual Tech Support

Global Engineering Company, a global elevator, escalator, and moving walkway manufacturer with more than 20,000 field engineers, needed a better way to support technicians in the field. Its existing remote assistance approach was difficult to set up, poorly integrated with Salesforce, and inconsistent in quality, making it hard to reduce repeat site visits and improve technical help desk performance.

Global Engineering Company chose SightCall for virtual assistance and integrated it directly into Salesforce, letting agents use AR and AI tools to guide technicians from their phones without extra apps. The result was a 19% decrease in technician callouts and a 50% increase in first-time fix rates, which now exceed 80%, while also improving data capture and reducing truck trips.