Skip to main content

IFS Remote Assistance

IFS Remote Assistance (RA) for
Enterprise-wide Visual Guidance
IFS Cloud Remote Assistance (RA) solution is the industry’s fastest problem-solving, Enterprise-wide Visual Guidance solution available.
Originally developed by Help Lightning, the IFS RA is Augmented, Mixed and Merged Reality enabled, and can be white labeled as IFS or to fit and branded within a customer’s IT ecosystem.
IFS RA seamlessly integrates with IFS workflow and is embedded within IFS Cloud.
A team of RA Experts and Business Value Analysis/Engineering consultants support and optimize for rapid ROI and end-user NPS.
— click or tap the image to view larger —
IFS Cloud RA solution can be deployed as an IFS Cloud component, used as a standalone app, or embedded into other applications.

IFS RA Use Cases

Global customers typically have multiple use-cases that require flexible configurations with various goals and multiple integrations.
— click or tap the image to view larger —
For each project, the IFS RA experts participate in a formal Business Value Assessment
to identify the transformation opportunities, goals and expected impact on the business.
Contact you RA Expert directly with your account manager or at:
IFSRA@helplightning.com

IFS Remote Assistance and Visual Guidance Enterprise Subscription

Enterprise Base Package

IFS Cloud RA includes:
  • Secured solution
  • App with video augmented reality
  • Messaging
  • Quick knowledge
  • Autoguides
  • Low-bandwidth mode
  • Cloud services in North America or Europe
  • Data storage
  • Standard integration (IFS, Salesforce, ServiceNow, Genesys)
  • Integration tools
  • Smartglasses firmware
  • Mercury Services (workflow consulting, analytics, integration support, adoption, and support)
  • 200 user licenses

Growth Package

Enterprise subscription for expansion or all users in the organization.
The Enterprise subscription for all users in the organization can be extended at any time.

IFS Remote Assistance and Visual Guidance Enterprise Included Functionality

  • High-Speed Merged Reality
  • Remote Autonomous Self-Guided Visual Procedures
  • Comprehensive Collaboration with and without an App Download
  • Curated Merged Reality Quick Knowledge
  • Integration for SFDC, Genesis, ServiceNow, MS Teams including APIs, Webhooks, Scripts
  • Smart Glasses: Realwear, Vuzix, Epson, Zebra, Six-15, HoloLens
  • Cloud Services in US or Europe
  • Data Storage with 90-day Video Data
  • Transformation & Business Value Consulting

Hyper‑Quick Merged Reality

Unlock the power for extremely fast, accurate remote expert assistance with patented Merged Reality.

Merged Reality is a virtual, side-by-side video collaboration with blended “live” hand gestures, overlayed visual instruction, curated quick knowledge, alpha-channel-enabled visual aids, pre-selected troubleshooting, and merged demonstration using real tools and equipment. Merge content and real interactions with AR spatial understanding and annotations.

Curated Quick Knowledge

Share and manage smart, quick knowledge in visually guided procedures, chat, and merged reality fast help sessions.

Manufacturers and service organizations accelerate precise communication with curated model and serial number related images, videos, guides, PDFs, drawings, and models from enterprise content. Understand flows quickly for installation, troubleshooting, safety, sales and break/fix service in merged reality or chat sessions.

Auto-Guided Self-Help

Enriched standard operating procedures with video,
AR, and annotated pictures that can be authored by
any user enterprise-wide.

Ensure compliance at each step. Eliminate delays and issues altogether with instant access to a context-aware, mixed reality remote expert at any step for inspection, validation, education, or problem resolution.

Industry 4.0 Spatial Computing

AR visualization helps you find assets easily. Quickly locate faulty equipment in a crowded, multi-asset environment by scanning the field with your mobile device or smart glasses.

Quick access to organizational knowledge from multiple sources — subject matter experts, guidance automation, knowledge bank, IoT real-time data and enterprise content — improves efficiency and minimizes downtime. Get real-time stats about the system’s components from your mobile device. View the big picture with unmatched spatial computing accuracy to find what you need to get the job done faster. You can even add merged-reality remote expert collaboration for speed to resolution and unmatched uptime.

AI‑Enabled Value Analytics

Sophisticated value analytics for you to understand your successes and where there are opportunities to improve. AI support for trend predictions and what-if analysis is included.

Drill down through interactive visual scorecards and metric measurements by region, division, product-line, equipment model, customer, incident type, even user groupings and skills, to understand what is working well and where you need to improve.

Hyper-Quick Merged Reality

Unlock the power for extremely fast, accurate remote expert assistance with patented Merged Reality.
Merged Reality is a virtual, side-by-side video collaboration with blended “live” hand gestures, overlayed visual instruction, curated quick knowledge, alpha-channel-enabled visual aids, pre-selected troubleshooting, and merged demonstration using real tools and equipment. Merge content and real interactions with AR spatial understanding and annotations.

Curated Quick Knowledge

Share and manage smart, quick knowledge in visually guided procedures, chat, and merged reality fast help sessions.
Manufacturers and service organizations accelerate precise communication with curated model and serial number related images, videos, guides, PDFs, drawings, and models from enterprise content. Understand flows quickly for installation, troubleshooting, safety, sales and break/fix service in merged reality or chat sessions.

Auto-Guided Self-Help

Enriched standard operating procedures with video, AR, and annotated pictures that can be authored by any user enterprise-wide.
Ensure compliance at each step. Eliminate delays and issues altogether with instant access to a context-aware, mixed reality remote expert at any step for inspection, validation, education, or problem resolution.

Industry 4.0 Spatial Computing

AR visualization helps you find assets easily. Quickly locate faulty equipment in a crowded, multi-asset environment by scanning the field with your mobile device or smart glasses.
Quick access to organizational knowledge from multiple sources — subject matter experts, guidance automation, knowledge bank, IoT real-time data and enterprise content — improves efficiency and minimizes downtime. Get real-time stats about the system’s components from your mobile device. View the big picture with unmatched spatial computing accuracy to find what you need to get the job done faster. You can even add merged-reality remote expert collaboration for speed to resolution and unmatched uptime.

AI-Enabled Value Analytics

Sophisticated value analytics for you to understand your successes and where there are opportunities to improve. AI support for trend predictions and what-if analysis is included.
Drill down through interactive visual scorecards and metric measurements by region, division, product-line, equipment model, customer, incident type, even user groupings and skills, to understand what is working well and where you need to improve.

Business Value Assurance

Remote Assistance is all about expediting the delivery of results.
The IFS RA App delivers best-in-class augmented and merged reality technology to resolve problems faster, an innovative transformation program accelerate customers’ digital transformation to realize benefits earlier and deploy remote guidance more thoroughly throughout their organization.

Mercury Transformation

Our IFS RA Business Value Assurance Program is called Mercury, after the Roman god of speed, commerce, and rapid transport of results.
Mercury brings the best of agile approaches, lean methods and an experienced team of business and technology experts to serve the organization’s strategic goals and deliver results.

Value Inception Phase

The first step of the Mercury process is the Value Inception Phase when we identify and analyze the strategic opportunities to use remote collaboration and develop a Transformation Program. This phase begins with Strategic Workshops during which the Business Value Assessment is conducted.

Value Elaboration Phase

The second step is the Value Elaboration Phase where we develop Success Plans to achieve the goals of each workstream, begin to drive value and measure performance.

Value Expansion Phase

The third step is the Value Expansion Phase, to monitor the program metrics, key performance indicators, and to incorporate new goals to pursue and deliver the highest ROI possible.

Value Inception Phase:
Enterprise Transformation Success Strategy

The Inception phase’s main deliverable is a formal Transformation Program for your enterprise and Success Plans which will provide a map to guide the transformation and rally the organization. These documents will communicate the goals and provide a framework to measure the speed with which the goals are achieved.
The process includes sessions to focus on the following key topics:

1.

Strategy, Opportunities and Goals

2.

Workflow and Processes

3.

Resources and plans

4.

Measurements
The transformation process is a comprehensive holistic approach with multiple connected workstreams. The initial Plan will detail each workstream and their interconnections. The Plan will be updated at the end of each milestone to tackle new opportunities and define new goals and workstreams.
All goals will be defined according to the following principles:
Support overall strategy
Support tactical approaches
Include change management
Integrate the application with workflow and other solutions
Drive results
Include measurements and benchmarking

Prerequisites

To start the journey, we expect key members of the organization have identified the need to transform the organization with remote collaboration. The inception workshop creates a roadmap for transforming the organization and broadens the organization’s transformation goals.
Additional stakeholders are invited to explore how remote collaboration can transform their own processes; these members should be briefed on the overall opportunities and processes of the workshop.

Stakeholders

Since transformation is a complex, company-wide endeavor, it requires stakeholders from senior leadership to structure, organize and encourage their groups enterprise-wide.

Executive sponsors

Vision, accountability, and leadership

Customer Services

Serving customers faster, retaining more customers while reducing costs

Manufacturing

Speeding up new product line optimization

Maintenance

Faster response time to minimize production downtime and production delays

Human Resources

Training, retaining, and attracting employees

Finance

Measuring efficiency and efficacy of processes and profitability of services and product deliveries

Research & Development Engineering

Incorporating customer service feedback in product design

Sales & Marketing

Increasing customer value, growing customer purchases, attracting new customers, creating new business opportunities, and generating new revenue sources

Sustainability

Consolidating process improvements with measurable sustainability goals toward reduced impact on the environment.

Training & Education

Training virtually to improve time to competency

Business Value Assessment

The Business Value Assessment consist in identifying the opportunity for process transformation and quantifying the creation of value. The process includes interviews with key stakeholders and a workshop to explore and document opportunities, goals, and constraints. The BVE deliverable is a prioritize list of transformation opportunities with documented transformation, impact, and benefits.
The benefits of implementing RA are categorized as follows:
  • Onsite travel cost avoidance
  • Time saved (in fulltime equivalent)
  • Carbon credit
  • Additional revenue created
  • Customer loyalty and preference
Contact your IFS Executive to plan a BVE or contact the IFS RA team at:
IFSRA@helplightning.com