SightCall, a US based SJE Group investment company, has completed another successful project in helping a client enhance business efficiency and customer service.
This time, SightCall assisted Costa Express to enhance its partner support helpline with the addition of live visual support. Supporting over 8,500+ coffee machines in the market, SightCall’s video cloud platform now enables Costa Express technical advisors to troubleshoot issues without the need to dispatch a technician onsite, providing immediate remote guidance through live video with AR and AI insights.
Costa Express technical advisors have experienced a 79% increase in first call resolution through their helpline, solving 50% of issues at source since deploying SightCall. When an issue cannot be resolved remotely, SightCall enables the technical advisors to accurately triage the maintenance with live video and determine the exact parts and expertise needed before dispatching an engineer.
SightCall is a cloud-based video platform for enterprises that enables secure visual support sessions between two parties in different locations. A Costa Express technical advisor can connect with a partner at a remote site to view the coffee machine, identify the any issues and provide remote guidance to resolve the problem through annotations and augmented reality on the partner’s screen. Costa Express has deployed SightCall to assist partners in:
Increasing First Time Fix / Solve At Source
Providing Peer to Peer Support
Increasing Customer Satisfaction
Reducing Machine Downtime
Eliminating unnecessary Engineer Call Outs
About Costa Express Costa Coffee operates over 2,600+ coffee shops in the UK and more than 1,300+ in 32 international markets. It is the fastest growing coffee shop business in the UK and was awarded “Best Branded Coffee Shop Chain in the UK and Ireland” by Allegra Strategies for nine years running (2010, 2011, 2012, 2013, 2014, 2015, 2016, 2017, 2018).
In 2011 Costa Coffee purchased Coffee Nation rebranding it to Costa Express. Today, Costa Express operates over 8,500+ coffee bars in nine international markets.
About SightCall SightCall is a global video cloud platform with a decade of experience enabling visual support interactions for enterprises in over 90 countries around the world. Enhanced by Augmented Reality (AR) and Artificial Intelligence (AI), the visual support technology digitally transforms service organizations, notably improving first time fix rates, decreasing truck rolls and increasing NPS. SightCall is headquartered in San Francisco with offices in NYC, Boston, Paris, London, Frankfurt and Singapore.