Case Study: Acuity Brands improves remote support and customer experience with TechSee

Acuity Brands Achieves Success With New Remote Support Model

Acuity Brands, a market-leading industrial technology company, needed a way to maintain strong customer support during the COVID-19 shift to remote work. As safety concerns grew and teams moved to WFH, the company looked for a remote support solution that would improve communication, collaboration, and customer experience.

Acuity Brands partnered with TechSee and its Visual Assistance platform powered by AI and augmented reality to enable web-based live video support without app downloads or logins. With TechSee, agents could remotely help customers with smart home connectivity, self-installation, and billing issues, reducing technician dispatches and improving support performance, including lower AHT, higher FCR, and better NPS.

Acuity Brands