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Introduction

Caterpillar

(Parent Company)
  • Construction Machinery
    & Equipment

  • 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

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

Tethr Business Goal
Pain Mobile
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.

  • Handle difficult tasks by being present in person or virtually, allowing to give all customers an equal level of service.

  • Our cloud-based video calling system will allow customers to see what the problem is versus just telling them about it.

  • Connect with one of our customer service or product specialists to solve any problems.

  • Help operators perform troubleshooting and train them from afar.

  • Inspect equipment from the comfort of your store with real-time connectivity.

  • Screen share your documents and photos with our agents - they can provide you support on-demand.

  • 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.

  • 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

  • Platform acts as a phone for your customer service needs - allowing you to speak live with multiple agents simultaneously

  • 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
  • PHP, Python, NodeJS

  • HTML5, CSS3, JS

  • MYSQL

  • AWS

  • Photoshop

  • Draw.io

  • WebRTC, Augmented Reality (AR), Smart Glasses, Natural Language Processing,
    AI based Analysis

  • 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

Highlights Highlights
INQUIRY

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“Easy to deal with, excellent service and prompt response to changes and enhancements during our app and website development.”

Hidden Brains Mr. StuartUnited Kingdom
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