Solving Complex Mechanical Problems Remotely
Building an effective field services team means not only providing customers with excellent, personalized support, but also empowering employees to deliver assistance as quickly as possible. In an environment where businesses often rely on field services experts to assist with everything from troubleshooting to installing new technologies, every second is crucial.
For many field services companies, this has prompted a rapid increase in demand for tools which allow them to support engineers, employees, and end customers remotely. The less back-and-forth required in a service operation, the faster problems can be addressed and resolved.
Augmented Reality and other XR solutions are quickly emerging as the most valuable solutions in the field services landscape, capable of transforming the way companies deliver service. This is something Isuzu recently discovered for itself, when partnering with VSight on the development of new AR solutions to assist remote technicians.
Delivering Extra Support to Distributed Technicians
Isuzu technicians, like many experts in the automotive industry, are constantly dealing with complex troubleshooting, repair, and maintenance tasks. While the engineers in the Isuzu team have the training and expertise they need to handle most challenges, they often need to connect with external employees and subject matter experts for additional guidance.
As Isuzu continued to expand its operations and onboard new technicians in the digital landscape, the company found itself looking for a more effective way to empower workers. The brand wanted to provide technicians with the guidance they needed to assess and fix complex issues straight away, regardless of where they were.
Fortunately, Isuzu discovered VSight, a company committed to helping field service agents access the guidance they need, through immersive collaboration with back-end experts. VSight uses AR tools and live video to help employees work together more effectively, regardless of where they are. The company’s platform comes with access to file-sharing capabilities, image sharing, and countless other features, built to transform real-time, remote communications.
Transforming Isuzu Workflows
Using VSight Remote, Isuzu began building new workflows for its distributed engineers and teams, based on the benefits of augmented reality. VSight Remote ensures technicians can rapidly access assistance from experts when they’re stuck dealing with a complex technical issue.
The technology empowers engineers to send real-time images and videos of dashboards and engineers to contact center experts, for rapid remote diagnostics, and instruction. With VSight’s help, Isuzu can now deliver rapid guidance to remote technicians. Experts in the contact center can annotate images and videos, delivering step-by-step instructions to guide technicians through the repair process.
According to Isuzu, the VSight technology helps engineers to discover the root cause of a problem faster, increasing the quality of work and improving business outcomes. Technicians can even perform repair tasks with hands-free guidance, leveraging training videos and step-by-step instructions through the use of smart glasses and AR headsets.
With VSight, Isuzu can now ensure technicians across the globe can access the same support and expertise, wherever they are, to drive better customer experiences.
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