Case Study: a global food processing company improves remote customer service with Wideum and RealWear HMT-1

How we helped to Improve their Customer Service

A global food processing company, facing challenges in training and supporting its technicians during the Covid-19 lockdown, needed to install new equipment in its international plants. They required a hands-free solution to facilitate remote communication between on-site technicians and headquarters engineers to improve support and reduce downtime. The company partnered with Wideum for a solution involving RealWear HMT-1 smart glasses.

Wideum implemented its remote assistance software and hardware, allowing technicians to receive live, hands-free support from experts. This solution from Wideum enabled rapid communication, eliminated unnecessary travel, and provided immediate helpdesk support. The outcome was a 20% reduction in machinery downtime, ensuring first-time results for the customer and adding significant value to their post-sales service.