3 Benefits of Leveraging Technology to Deliver Real-Time Support
Technological advancements, particularly in the realm of extended reality (XR), are revolutionizing the way businesses connect, interact and operate. From enhancing corporate training programs to transforming the efficacy of operations in the field, these devices are redefining today’s workplace.
Assisted reality (AR) devices, like RealWear’s HMT-1 headset, are driving collaborative practices and helping distributed teams work together in productive, meaningful ways. What’s more, workers across sectors, such as the automotive, oil and gas, manufacturing, and healthcare industries, are able to access crucial data in real-time, hands-free, to accelerate resolution times.
Here’s a deeper look at 3 benefits of leveraging XR technology to deliver on-demand support.
- Enrich Remote Support for Field Technicians
Technical tasks can often be highly complex, with certain equipment requiring specialized knowledge to carry out maintenance and troubleshooting procedures. The ability to connect with a remote expert in real time is crucial for decreasing equipment downtime, resolving issues quicker, and improving customer service.
AR devices allow the end-user to receive detailed instructions and share pertinent files, like images, videos, and documents, to optimize support and enrich collaboration. Accessing remote specialists through this type of technology decreases costs associated with travel, improves efficiency, and even allows for valuable on-the-job training. Experts, field workers, and clients are able to exchange information, regardless of where they’re located geographically and see what the other person is seeing for enhanced support.
Volkswagen Group UK is one example of how these solutions can be utilized to bolster support initiatives and reduce service time. As RealWear shares, “Volkswagen Group UK turned to RealWear assisted reality wearable solutions running augmented reality software by RealWear’s partner Atheer. The voice-controlled devices enable technicians to access digital information—for example, diagnostic videos or diagrams of components—while continuing to work with their hands. The devices also allow technicians and remote experts to collaborate in real-time to diagnose and fix complex issues.” And the result is pretty eye-opening: a 93% improvement in repair efficiency. That kind of ROI is hard to ignore.
- Identify Root Causes of Issues Quicker
When it comes to providing effective service in the field, it requires businesses to have specialized expertise across a myriad of areas. Issues that crop up can often be advanced and intricate by nature. Identifying the problem and rectifying it in a quick, efficient manner is crucial from both a time and cost perspective.
Extended reality offers organizations the opportunity to swiftly analyze and identify the root cause of an issue. Through an assisted reality headset, for instance, a support expert is able to access a field technician’s environment and see exactly what they see. As a result, equipment can be inspected and problems can be addressed without delay. By resolving the problem in real-time, it’ll help decrease costly downtime, improve productivity, and minimize production outages.
For example, frontline workers can now utilize Zoom on RealWear to collaborate with remote experts on installations or machine breakdowns. Subject matter experts can provide immediate support and remedy problems before they snowball into costly damages derived from unplanned downtime.
Speaking about the solution, RealWear says, “By giving the remote expert this kind of immediate visibility to see, hear and collaborate (including annotating on the screen), it takes minutes or hours rather than days or months to resolve a major problem, while also avoiding costly or slow travel to a plant or site. This wouldn’t be such a big deal except that by making a single Zoom the technology immediately pays for itself on its first use. This makes the investment in the technology a no-brainer for thousands of companies who have limited travel budgets.”
- Bolster Training Efforts
In order to improve the quality and accuracy of service delivered, field workers need comprehensive and continuous training. Assisted reality devices allow users to record their sessions, which can be stored in a repository and accessed in the future when the same issue arises. Resolving recurring problems through pre-recorded sessions can save both time and travel costs. The ability to access and exchange knowledge, regardless of time or location, can have a significant impact on output and profitability.
XR solutions are truly a game-changer for providing real-time support. Ensuring issues in the field are resolved in an efficient and timely manner has been a long-standing priority for businesses. But making a dent in those efforts requires visibility and collaboration. And solutions like assisted reality devices can successfully fuel collaborative practices to complete field projects and resolve issues as quickly as possible.
From improved teamwork to decreased costs, there are a myriad of benefits that organizations can experience through the power of XR solutions. At Concannon XR, our experts help businesses just like yours develop an XR strategy designed to drive profitability and positive outcomes. Contact us today to learn more about how we can improve your training and tech support with XR technology.