The Visual Support Technology Imperative – How to Empower an Information-Enabled Service Organization

The time it takes to find information can significantly impact a Field Service Engineers (FSEs) day-to-day job. This issue is becoming increasingly prominent as products become more sophisticated and technology requirements continue to escalate, leading to inefficient and costly service operational costs, while lowering workforce utilization (jobs completed per day, first-time fix rates, time-to-repair and other leading metrics). Further, it creates friction in the FSE experience which has a direct impact on the customer experience. SightCall and Copperberg want to continue to explore the transformative impact of creating an information-enabled service organization through digital transformation.

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Join us on Wednesday 1st December as we deepen the conversation around how visual support technology can foster and empower an information-enabled service organization.

This is an invitation-only session reserved for a limited number of service and digital transformation leaders. The event will be an open workshop-orientated executive discussion on the strategic approaches best-in-class organizations are taking to enable an information and knowledge infrastructure through visual support technology platforms. During the discussion we will review how visual support technology enables:

  • Process efficiency
  • Knowledge capture and transfer
  • Workforce utilization
  • Self-service and customer empowerment
  • Human experience-eliminating robotic process automation which further impersonalizes the customer experience


Brian Dreyer, VP of Product Management, SightCall

Brian is a product management expert with over 10 years of experience as a successful product manager within both B2B and B2C businesses. With a proven track record for delivering great products that customers love, Brian can truly understand his customer and is committed to transferring their needs into the products he manages. At SightCall, Brian leads the global product management team and is responsible for managing the entire product lifecycle, from product strategy to go-to-market for all new products and features.

Charlotte Thorpe-Costa, Director of Marketing – EMEA & APAC, SightCall

Charlotte is  currently managing marketing for EMEA and APAC at SightCall. She has comprehensive experience in B2B Marketing and how to manage a regional marketing department within a B2B enterprise tech start-up environment.

Lisa Hellqvist, Managing Director, Copperberg

In 2012 Lisa co-founded Copperberg and has since the start been the acting Managing Director. With over 15 years of experience in the industry, she first joined the group of companies as Marketing Director in 2009. In addition, Lisa holds a Bachelor’s degree in business administration and economics.

SightCall and Copperberg want to continue to explore the transformative impact of creating an information-enabled service organization through digital transformation.


S — 01

Welcome by Copperberg

Lisa Hellqvist, Copperberg

S — 02

Field Service Insights, Trends, Data & Metrics

Charlotte Thorpe-Costa, SightCall

S — 03

How to Enable an Information-Lead Service Organization with Visual Assistance and Advanced Digital Process Automation

Charlotte Thorpe-Costa & Brian Dreyer, SightCall

S — 04

A Look at How Visual Assistance & Intelligent Self-Service Capabilities are Being Utilized by FSOs Today to Drive Greater Collaboration Between Technicians, Improve Data-Collection and Accuracy, and Deliver Exceptional Customer Experiences

Charlotte Thorpe-Costa & Brian Dreyer, SightCall

S — 05

Roundtable Discussion

Lisa Hellqvist, Copperberg

S — 06

Conclusion and Q&A

Lisa Hellqvist, Copperberg