Long before Covid-19 precipitated “digital transformation” across the world of work, customer services and support was built to run online and virtually. Yet it too is undergoing an evolution supercharged by technology.
Today, a startup called SightCall, which has built an augmented reality platform to help field service teams, the companies they work for, and their customers carry out technical and mechanical maintenance or repairs more effectively, is announcing $42 million in funding, money that it plans to use to invest in its tech stack with more artificial intelligence tools and expanding its client base.
The core of its service, explained CEO and co-founder Thomas Cottereau, is AR technology (which comes embedded in their apps or the service apps its customers use, with integrations into other standard software used in customer service environments including Microsoft, SAP, Salesforce and ServiceNow). The augmented reality experience overlays additional information, pointers and other tools over the video stream.
This is used by, say, field service engineers coordinating with central offices when servicing equipment; or by manufacturers to provide better assistance to customers in emergencies or situations where something is not working but might be repaired quicker by the customers themselves rather than engineers that have to be called out; or indeed by call centers, aided by AI, to diagnose whatever the problem might be. It’s a big leap ahead for scenarios that previously relied on work orders, hastily drawn diagrams, instruction manuals, and voice-based descriptions to progress the work in question.
“We like to say that we break the barriers that exist between a field service organization and its customer,” Cottereau said.
The tech, meanwhile, is unique to SightCall, built over years and designed to be used by way of a basic smartphone, and over even a basic mobile network — essential in cases where reception is bad or the locations are remote. (More on how it works below.)
Originally founded in Paris, France before relocating to San Francisco, SightCall has already built up a sizable business across a pretty wide range of verticals, including insurance, telecoms, transportation, telehealth, manufacturing, utilities, and life sciences/medical devices.
SightCall has some 200 big-name enterprise customers on its books, including the likes of Kraft-Heinz, Allianz, GE Healthcare and Lincoln Motor Company, providing services on a B2B basis as well as for teams that are out in the field working for consumer customers, too. After seeing 100% year-over-year growth in annual recurring revenue in 2019 and 2020, SightCall’s CEO says it’s looking like it will hit that rate this year as well, with a goal of $100 million in annual recurring revenue.
The funding is being led by InfraVia, a European private equity firm, with Bpifrance also participating. The valuation of this round is not being disclosed, but I should point out that an investor told me that PitchBook’s estimate of $122 million post-money is not accurate (we’re still digging on this and will update as and when we learn more).
For some further context on this investment, InfraVia invests in a number of industrial businesses, alongside investments in tech companies building services related to them such as recent investments in Jobandtalent, so this is in part a strategic investment. SightCall has raised $67 million to date.
There has been an interesting wave of startups emerging in recent years building out the tech stack used by people working in the front lines and in the field, a shift after years of knowledge workers getting most of the attention from startups building a new generation of apps.