6/9/2020

Malvern Panalytical deploys SightCall for ServiceMax

Katie Smart's profile picture
Katie Smart Sr. Manager, Global Marketing Communications

Malvern Panalytical deploys augmented reality visual support to digitally transform customer experience

SightCall tool provides technicians with ability to service scientific instrumentation remotely, reducing on-site technician visits admid COVID-19 pandemic and beyond

Malvern Panalytical, a global leader in high-performance analytical instrumentation and materials analysis solutions, today announced a partnership with SightCall, a global leader in augmented reality (AR) visual support. Initiated in fourth quarter of last year and accelerated by COVID-19, this alliance enables Malvern Panalytical technicians and customers to connect in a secure, virtual service environment to perform remote services that are typically handled in-person including technical repairs and equipment installations.

Malvern Panalytical technicians use SightCall’s live video platform to share expertise and guidance with customers, reducing the need to travel or come into direct physical contact during the service process. Customers use their cell phone or tablet to give the technician a clear view of the issue that they are facing. The Malvern Panalytical technician can guide the customer through a repair by using augmented reality tools to provide concise instructions. If an issue cannot be solved remotely, SightCall is used to thoroughly investigate the issue before dispatching a qualified technician to the field. Adding visual support to the service process eliminates repeat visits, improves repair times and enables safe pre- and self-install, while providing a better customer experience.

“Augmented reality has been in our road map since before the pandemic and COVID-19 created a momentum that accelerated adoption and reinforced the value of visual support,” stated Richard Hulsbeek, Customer Services Director for the Tech centers at Malvern Panalytical. “Our relationship with SightCall enabled us to respond quickly to ensure business continuity for the global network of scientists and engineers that rely on Malvern Panalytical technologies for essential material analysis in their manufacturing facility or research lab. Customer feedback has been encouraging, and we look forward to creating new digital service offerings and expanding visual support to new territories later this year.”

“SightCall has been working with Malvern Panalytical for the past year, and during that time we have worked together to identify how our live video service could help optimize their customer support environment,” added Richard Forsyth, Sales Director at SightCall. “When the COVID-19 crisis began, they were already equipped with the tools they needed to deliver remote support and ensure the continuity of service operations. With a seamless integration into their ServiceMax platform, Malvern Panalytical’s technical experts are able to use SightCall’s technology to identify, troubleshoot and triage remote issues, helping to reduce downtime and improve customer experience – all whilst ensuring their staff and customers stay safe.”

Malvern Panalytical has deployed SightCall in the United States and Europe with plans to expand to further regions in 2020.

About Malvern Panalytical

Malvern Panalytical technologies are used by scientists and engineers in a wide range of industries and organizations to solve the challenges associated with maximizing productivity, developing better quality products and getting them to market faster.

Their focus is on creating innovative, customer-focused solutions and services to enhance efficiency and deliver tangible economic impact through chemical, physical and structural analysis of materials, making lives better across the world. For further details, visit http://www.malvernpanalytical.com.

About SightCall
SightCall is the world’s leading augmented-reality powered video cloud platform, delivering live, remote interactions between business and customers on every continent around the globe. In a connected, mobile-first world, businesses leveraging SightCall have the ability to see what their customers see and guide them remotely. With over 10 years of experience in visual assistance, SightCall helps businesses transform their customer service and field service with the power of augmented reality and live video. For more information, visit http://www.sightcall.com.

Malvern Panalytical Contact: Isabelle Kuper
Global Communications Manager
isabelle.kuper@panalytical.com

SightCall Contact: Katie Smart, Manager
Global Marketing Communications
katie.smart@sightcall.com

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