When a distressed customer turns to you, they expect you to quickly set things right. When you receive these requests, there is little time to identify experts, wait for their availability, or have them travel to the customer site. Frontline workers readily available on-site, or nearby, need to be supported and empowered with the right information and tools to resolve the situation.
Traditional methods like referring to guides and manuals do not serve the purpose, given the complexity of the equipment, the technical intricacies of each problem, and the urgency of the situation.
Fortunately, AR-enabled solutions come to the rescue. They help your experts remotely guide your frontline teams in diagnosing and repairing failed equipment.
Frontline workers are free to use their hands to perform their tasks as they listen to and view the experts’ step-by-step instructions on their wearable or mobile devices. Such AR-based solutions also enable workers to visually follow workflows and up-to-date digital manuals while they continue to complete their repair activity.
Additionally, frontline technicians can communicate with remote experts, in real-time, to:
(i) understand the problem thoroughly,
(ii) decide on the right approach to adopt,
(iii) respond promptly and effectively to unexpected issues that might crop up during the repair activity.
This means your frontline staff can resolve complex problems rapidly – as and when they arise – with the help of remote expert support, ensuring minimal disruption to your customer’s operations.
Live synchronicity also helps you cut costs, as technical issues are fixed quickly by field service personnel available on or near the premises. That way, you can resolve the situation without incurring additional expenses by transporting experts to the site.
Meeting customer expectations
Recruiting and upskilling service technicians
Communication between service technicians and customers
Coordinating travel for on-site service
Optimizing costs for travel, equipment, and labor
Scaling service operations as your business grows
Other
