CASE STUDY

Keysight

Keysight case study

Equipment Manufacturers

Spain

2018 – today

Remote Eye

The challenge

Keysight Technologies (NYSE: KEYS) is a technology company that helps enterprises, service providers and governments accelerate innovation. Its offering covers design simulation, prototype validation, manufacturing test and network and cloud optimisation, for customers in communications, aerospace and defence, automotive, energy, semiconductors and electronics.

Keysight wanted a more efficient customer service department. It was looking for a new technology to upgrade that department, so it could respond to customer requests faster, add value for customers and maintain their equipment remotely. It found the answer in Wideum’s Remote Eye.

The solution

Since 2018, Keysight has relied on Wideum for smart glasses software and hardware support. It offers the remote assistance solution as a complementary add-on to its support contracts, which speeds up the response to customer requests. It works mainly with RealWear HMT-1 smart glasses and currently owns more than 150 units.

More recently, demand has also grown inside Keysight’s own organisation to use the solution for remote training and internal communication.

Faster response to customer requests
Remote Eye offered as an add-on to support contracts
Remote maintenance of customer equipment
Growing internal use for remote training and communication

Products used

Results

Keysight responds faster to customer requests, maintains equipment remotely and adds value to its support contracts. The solution now also supports remote training and communication across its internal teams.

150+

RealWear HMT-1 smart glasses in use

Keysight Technologies wanted to be more efficient in their customer service department. They were searching for a new technology to upgrade their department and they found the solution in Wideum’s Remote eye.

Download the case study (PDF)

Get the full story, figures and setup in a PDF you can share with your team.

More case studies

Comexi

How we have helped Comexi improve their after sales support and monetize it

“With Wideum’s support we can constantly improve and adapt new functionalities that provide a better service for our clients, resulting in an increase of 17% in the after-sales demand.”

Up to 50%

savings in repair costs in critical situations

Equipment Manufacturers
Remote Eye

Hardi

How we helped Hardi with their Virtual Product Demonstrations

In 2020, celebrating this seminar was a challenge due to travel restrictions associated with the COVID-19 pandemic, and Hardi had to look for alternative ways of making the annual event happen.

100+

countries in Hardi's sales network

Equipment Manufacturers
Remote Eye

Kuka

How we helped KUKA compete against local suppliers

Kuka has hundreds of robotics machines throughout Spain. When failures or damage happens, their service and maintenance personnel are required to travel to the sites in order to fix them. So that they enjoy a high level of customer satisfaction and remain competitive in the countries where they operate, Kuka must always provide their customers with very efficient technical service.

€3.2bn

annual sales

Equipment Manufacturers
Remote Eye

Confidential (Marel)

How we helped to Improve their Customer Service

The Company needed to install new machines in their manufacturing plants in countries like Russia and Brazil to continue with their food processing operations while the world was entering a massive lockdown during the first Covid-19 outbreak.

Equipment Manufacturers

OMV

Solving operational downtime caused by delayed access to restricted sites

Accessing highly restricted environments, such as mines or quarantine labs, creates significant operational bottlenecks. Urgent repairs are frequently delayed because external experts must undergo weeks of mandatory training. Instead of spending weeks preparing for a single site visit, an on-site technician can simply wear the glasses and carry out repairs under the real-time guidance of a remote expert.

Oil & Gas
Remote Eye

SEAT

Solve complex car breakdowns

When a specialist was needed from headquarters to assist with complex vehicle breakdowns, SEAT’s dealership workshops struggled to resolve the issues. The main challenge was diagnosing and fixing these vehicle problems remotely and efficiently. Previously, it took a long time to resolve a case, with technicians often taking one to two months to arrive on-site.

1–2 months

previous wait for a specialist to arrive on site

Automotive
Remote Eye