SUPPORTING THE EXCHANGE WORKERS SUMMER 2020 STAYING AT THE FOREFRONT OF Katie Smart Senior Director of Global Marketing and Communications INNOVATION SightCall The world’s oldest printing press manufacturer supports WHAT TYPE OF SUPPORT IS NEEDED RIGHT NOW FOR customers virtually with the SightCall app. YOUR CUSTOMERS? Back in February when our alarms initially went off with COVID-19, the challenge was helping customers with business continuity. Italy especially faced a lot of struggles as the first country to be hit hard by the virus in EMEA. We had insurance companies that had to increase licenses overnight because they needed to serve their customers while protecting their employees. In manufacturing, customers needed to keep mission critical machinery running even when they were unable to travel or go onsite. Because of powerful integration with Salesforce, we can have customers live with SightCall in one hour. This was a game changer that helped current customers deploy new licenses and new customers get started with remote support during a very stressful and uncertain time. Today, we have shifted our focus to how we can help customers return to work safely, and we’re focused on what the future of work and service look like. Koenig & Bauer is a great example of a customer that was fast in its response to the COVID-19 crisis. Printing presses are large and complex pieces of machinery, and downtime can be costly. Without the ability to travel and visit customers onsite, it was more important than ever to assist them via remote support. With the power of SightCall and Salesforce, Koenig & Bauer has been able to safely support customers while still providing reduced time to resolution and improved fix rates through its Visual Customer Support service. HOW IS THE SIGHTCALL APPEXCHANGE APP HELPING SALESFORCE SightCall is an augmented reality visual support platform. We help companies see and resolve CUSTOMERS? challenges remotely, which carries huge benefits including reduced truck rolls, improved fix rates, increased customer satisfaction, and decreased training time for service experts. With SightCall, a remote technician can show you how to do something on screen to resolve an issue in a real-time collaborative environment. It’s also an enterprise-grade platform that transforms the way we share knowledge and offer support to people to solve service problems. SightCall was able to support Koenig & Bauer as an existing Salesforce customer and specifically its Service Cloud instance. It was already a heavy user of Service Cloud in its call centers and for customer support. With SightCall, it was able to add a remote virtual support component to its service – giving its technicians the ability to remotely view issues happening with printing presses, and walk customers through the fixes. For Koenig & Bauer, this has resulted in a faster time to resolution and a greatly increased first- call resolution. Koenig & Bauer is a leader in service innovation, and today it reports that almost 80% of its cases can be resolved successfully by remote maintenance. When you think of the cost of sending out a technician and the cost of downtime on a printing press, visual support offers Koenig & Bauer, manufacturer and owner of the oldest printing press in the world, has been providing remote huge savings, and those savings can then be redirected into other parts of the business. visual assistance to customers with the help of AppExchange partner SightCall. Remote visual assistance enables customers and technicians in the field to get advice and guidance from professionals right from their mobile device – giving them the reassurance they needed at the height of COVID-19. We caught up with Learn more about SightCall on AppExchange. Katie Smart, Senior Director of Global Marketing and Communications at SightCall, to learn more. 39