Case Study: SCIEX achieves faster machine repairs and reduced downtime with SightCall

Sciex Decreases Downtime of Precision Machines with Visual Support

SCIEX, a leader in mass spectrometry and precision lab equipment, needed a faster way to diagnose service issues and reduce downtime for its machines. Because every hour of downtime affects productivity and customer satisfaction, SCIEX turned to SightCall Visual Support to help improve service speed, security, and first-time fix rates across its complex CRM and field service environment.

SightCall helped SCIEX launch its Sciex Now Virtual Assist service, connecting customers instantly with global experts for real-time visual troubleshooting, annotated guidance, document sharing, and remote repair support. The solution was integrated with Salesforce, ServiceMax, and AR glasses, improving workflows and compliance while reducing diagnostic time, onsite repair time, and unplanned downtime; SCIEX also increased first-visit repairs, lowered contract delivery costs, and created new revenue opportunities.

SCIEX