Introduction

Caterpillar

(Parent Company)

Business
Construction Machinery
& Equipment
Global Company
listed in
Fortune 500

Caterpillar is a worldwide leader in construction and mining equipment, industrial gas turbines, and diesel-electric locomotives.

$41.7 B
Total Sales
in last year
1.8 M
Active Construction
Machine Globally
97 K
Global
Employees

Trusted By

Business Goal

The large machines and equipment required assistance from the back-office which usually consumed time and energy from the machine provider company's support team. Due to this, there was a need for digitization so that effective assistance could be given to staff members.

Sam Cofounder & CEO

Wanting a technologically-savvy partner for our new startup venture.

Pain Areas

More manpower but limited results
Time-consuming processes - low productivity
Unnecessary downtime led to major business losses
Customer's dissatisfaction with the troubleshooting service
Increases monthly billing of ready-to-use video solutions
3rd party dependencies
Limits of technology

Hidden Brains Approach

The background

Technicians of the machinery support team began yelling when the problem arose.

Requesting a direct connection with users through video chat to connect

Hidden Brains met up with Mr. Sam while on a business trip in the US. We discussed several biggest challenges and decided to join hands to overcome roadblocks together.

Initiation

Using ready-to-use virtual assistant software is a great way to save money and time for your business.

Personalized reports and visualizations are required for my business. And Hidden Brains has one of the best architectures for it.

Resolved half of the issues.

Innovation Smart Assist

In-house custom product development was initiated while understanding the future-oriented vision of our clients.

Execute the product development life cycle of planning, analysis, design, development, testing, implementation, and maintenance for all products.

Replaced the marketed product's virtual assistant with one of our own creations. Our new software has been titled 'Smart Assist'.

Business Expansion

Investigate what your competition offers and determine what it will take to have a successful product

Generate an attractive product roadmap and augment it with high-quality features.

SAAS based Model

Identified new industries that are seeking a virtual assistant system for support

Modified complete system architecture to support this solution for various enterprise customers

Hidden Brains Solution

Brands are turning to Smart Assist for an all-inclusive way to make sure every customer interaction is personalized with live video chats from their own team.

Precision Tech Support
Handle difficult tasks by being present in person or virtually, allowing to give all customers an equal level of service.
Video Calling
Our cloud-based video calling system will allow customers to see what the problem is versus just telling them about it.
Multi-Party Conference Calling
Connect with one of our customer service or product specialists to solve any problems.
Technical Support
Help operators perform troubleshooting and train them from afar.
Virtual Inspections
Inspect equipment from the comfort of your store with real-time connectivity.
Share vital information with Technician
Screen share your documents and photos with our agents - they can provide you support on-demand.
Instant Connect
The Smart Assist Console lets you launch a video call in one click via text message, so you never have to be away from your clients for long.
Web-Based Platform
Works on any device, including iOS, Android, tablets, desktops, laptops, and more. We don't need an app because of our diverse network of products
Concurrent Support Calls
Platform acts as a phone for your customer service needs - allowing you to speak live with multiple agents simultaneously
Inbound Call Routing
Route inbound calls to different departments of your company based on the agent's skill set. If an agent is busy, transfer the call so another department can handle it for you.

Business Cases

Business Cases
Financial and insurance
Technical support
Product support

Warranty claims
Insurance claims
Remote inspections
Product sales

Customer Support
Field Technician Training
Tele-medicine and
medical device support
Humanize customer experience
by connecting on a video call

Achievements

Seamless Connectivity
Easy to use with no additional equipment needed, this technology works from any device.
Cost Savings
Connect in less than five seconds for a dramatic reduction in repeat truck rolls.
Increased Efficiency
Know what you're getting into before heading to the job site so you can assign people appropriately.

58%
Repeat truck rolls were diminished, helping us to be more efficient with staff and go beyond operations we had before.
69%
Improvement in resolution: Cloud-based platforms offer much higher resolutions than before.
41%
Reduce training time.
50%
Companies claim half of their customer support issues have disappeared since they started using Smart Assist.

Technical Information

Back End
PHP, Python, NodeJS
Front End
HTML5, CSS3, JS
Database
MYSQL
Cloud Infrastructure
AWS
Design Tools
Photoshop
Diagraming Tools
Draw.io
Other
WebRTC, Augmented Reality (AR), Smart Glasses, Natural Language Processing,
AI based Analysis
Integrations
Direct connections and marketplace apps for Salesforce, Genesys, CDK Global, realwear, vuzix

“Hey guys, thanks for all the great work you've done on getting Smart Assist launched. I can't explain to you how important you guys are to us and our business over here in the United States. I am really, really glad that you're our partners and want to send a big thank you. And I know you guys are working hard and you're there for us. and you know, you're doing a lot of good things with our software product, keep up the good work. Thanks so much.”

Sam | Founder & CEO

“Smart Assist Now gives customers the ability to show the problem instead of trying to explain it on the phone. It eliminates the guesswork when trying make a diagnosis.”

ROBERT FORTIN | (Training Instructor at Carter Machinery)

“Smart Assist Now has taken my 3-hour phone troubleshooting calls to 30-minutes.”

JASON "STACK" SAGE | (Factory Technical Service Manager at Morooka)

“Smart Assist Now allows us to visually connect with any of our customers across North America, in less than 15 seconds. It allows us to troubleshoot in real-time with tools and reports, allowing Production and R&D to review. With this application we no longer have to guess what the problem is, we can instantly act on it!”

ANTOINE MORISSETTE |(Technical Specialist Supervisor)

“Smart Assist Now offers a quick and effective "real-time" opportunity to discuss failures in the field. The "hands-on" training with our technicians can be done via video and be just as effective as actually being at the site.”