Today, TCS has successfully leveraged Enterprise Remote Visual Guidance (ERVG) through Help Lightning to enhance Kering’s troubleshooting capabilities, reduce response times, and improve overall user satisfaction. By enabling real-time remote visual collaboration, Help Lightning has helped Kering’s IT team diagnose and resolve issues more efficiently, reducing the need for on-site visits and improving key support metrics.
Here’s how Help Lightning played a crucial role in three real-world IT support scenarios:
Case 1: Resolving Printer Connectivity Issues Without an On-Site Visit
A store reported that its ticket printer was not working, despite appearing operational with green status lights, full ink, and ribbon. The Network team confirmed the printer was not connected to the network, as it was not pinging or showing up on any ports.
Using Help Lightning’s remote visual verification, the IT support team was able to guide the store’s staff in checking the physical connections. They verified that the cable was properly plugged in, tested a different cable, and ensured the correct port was used. Once the connections were confirmed, the printer began functioning as expected—without requiring a technician to travel on-site.
“In this case, using Help Lightning saved time by finding and fixing the issue quickly, and also helped us save money by avoiding sending a technician on-site.”
Case 2: Diagnosing a Black Screen Issue in Seconds
A retail register user reported a black screen issue, a common occurrence in store environments. Traditionally, diagnosing such issues over the phone could take several minutes and might require escalating the case.
With Help Lightning, the IT technician quickly viewed the user’s setup in real time, immediately identifying that the computer was simply powered off. Instead of lengthy troubleshooting, the technician instructed the user to press the power button, instantly resolving the issue.
“In this kind of issue, Help Lightning helps me find the problem and solve it in the shortest possible time. This allows me not only to have a happy user, but also to keep my Average Handle Time metrics under control by saving time in issue resolution and call duration.”
Case 3: Using Screen Sharing to Guide Users & Improve Login Support
With the addition of Help Lightning’s new screen-sharing feature, IT support teams can now see exactly what users are viewing on their mobile screens. This feature has been invaluable for:
- Guiding users through login processes for company applications
- Helping new hires navigate unfamiliar IT systems
- Diagnosing user errors related to device or network selection
In one instance, a technician used Help Lightning to determine that a user was attempting to log in from a personal HP laptop at home instead of using a company-provided device. The technician was able to visually confirm the issue, redirect the user to the correct company laptop, and ensure they were on the appropriate network—saving significant troubleshooting time.
“The screen-sharing feature helps us to save time when we are troubleshooting with users whose technology management is not their strongest ability. Help Lightning helps us solve issues faster during the call and also streamlines ticket escalation if needed.”
Conclusion: A Game-Changer for IT Support Efficiency
By integrating Help Lightning into its IT support operations, Kering has:
- Reduced resolution times by enabling instant visual troubleshooting
- Improved IT efficiency by minimizing unnecessary escalations and site visits
- Enhanced user satisfaction by quickly resolving common technical issues
- Optimized key support metrics like Average Handle Time (AHT) and First Call Resolution (FCR)
For IT teams in retail and other fast-paced environments, Enterprise Remote Visual Guidance (ERVG) solutions like Help Lightning provide a cost-effective way to enhance technical support, reduce downtime, and improve the overall user experience.
