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XR Field Services Market Map for 2023

Leading XR Vendors in Field Service Solutions

Extended Reality solutions have quickly proven to be more than just a tech novelty. Over the years, as the technology in the ecosystem has evolved, companies have begun to uncover endless new ways to leverage XR in day-to-day operations.

For field services professionals, the right immersive tools can make it easier to collaborate with team members wherever they are, access valuable information on the go, and even gather lucrative insights. In some situations, the best tools can also improve the safety of employees and the people they serve.

So, which vendors are currently producing solutions specially suited to the needs of the field services environment? Here are some of the top options worth exploring in 2023.

1. Taqtile

Focusing on the benefits of augmented reality, Taqtile produces intelligent tools to help employees access the information they need on the go. The core solution offered by Taqtile is the Manifest AR-enabled work instruction system. The end-to-end platform allows users to capture, export, and access step-by-step work instructions wherever they are, with AR guidance.

With no coding or CAD specialist skills required, Taqtile’s Manifest technology walks employees through each step involved in completing tasks, with video, audio, and text notes for each job. The system also includes video streaming and sharing, eye tracking, and integrated collaboration capabilities for distributed teams.

2. Help Lightning

The Help Lightning remote visual assistance software is a patented, hands-on technology solution built to accelerate problem-solving in field services landscapes. The solution allows users to access visual guidance and step-by-step instruction, with AR-enhanced visuals delivered through a smartphone. Help Lightning’s system is enhanced by spatial computing capabilities, guidance automation, and knowledge collaboration features.

Partnering with other solutions such as Salesforce, Genesys, and Vuzix, Help Lightning also allows companies to expand the functionality of their AR tools with connections to other crucial software solutions. Guidance, support, and product demonstrations are also available for beginners.

3. CareAR

Specially designed for field and support companies, CareAR delivers experience-building tools and AR capabilities to businesses of all sizes. Using the Service Experience Management platform, organizations can leverage artificial intelligence, build intelligent assets, and design self-service solutions for end-users. AR and 3D annotations can be delivered over live video for real-time direction.

Additionally, CareAR’s technology provides anyone with the opportunity to create interactive experiences using 3D models with hot spots, digital workflows, and step-by-step guidance. The technology recently won an award from Frost and Sullivan for North American AR Field Service solutions, and it integrates with leading tools like ServiceNow.

4. Arvizio

Experimenting with both augmented and mixed reality, Arvizio enables organizations to leverage the power of digital twins within the industrial XR landscape. The company offers a variety of solutions, including the Immerse 3D platform, for visualizing large models for multi-user, multi-location collaboration. There’s also an AR Instructor system available, which supports the delivery of real-time, step-by-step AR instruction to individual users.

Arvizio’s technologies work seamlessly alongside AR and MR wearable headsets, such as the HoloLens 2 and Magic Leap, and can also be accessed on smartphones. Plus, the company can offer remote expert assistance to users setting up their technology.

5. XMReality

Designed to increase employee efficiency and sustainability, XMReality provides access to a comprehensive platform for knowledge transfer and management. The AR system gives any user with a smartphone the opportunity to send real-time instructions and graphics to users in the field. There’s a hand overlay solution for delivering rich and intuitive instructions, as well as real-time annotation options such as drawing and pointers.

Users can share images or documents, as well as their entire screen, through the system using a Windows app. There’s also an option to record videos and take screenshots from sessions for later use. The technology is available to use with smart glasses, desktops, and smartphones.

6. TeamViewer

TeamViewer is a well-known provider of remote desktop, remote access, and remote support technologies. The solution works across almost 130 mobile device models, as well as IoT devices and other solutions. It also runs out of the box with no need for complex configurations or installations.

TeamViewer is powered by end-to-end encryption, two-factor authentication, and granular access management for improved compliance in any field services landscape. It was also ranked the leader in Remote Desktop solutions by both Trust Radius and G2 in 2022. The AR solution comes with 3D annotations, optical character recognition, and real-time information sharing, available across a host of devices and wearables.

7. Virnect

An industrial solution for AR and VR interactions, Virnect provides real-time video and AR experiences to users on the go through a host of devices. The company’s portfolio includes Virnect Make for creating XR content without programming, Virnect View for digital information visualization, and Virnect Remote.

The Remote field management solution connects employees, allowing supervisors and team members to remotely supervise colleagues, record content, and share insights in real-time. The service comes with built-in security and offers support for Real Wear devices, as well as smart glasses and apps. Recently, Virnect joined the Seoul Metaverse Korea Exhibition to showcase its innovations.

8. Vsight

Created to help companies convert written instructions into immersive guidance for field service teams, Vsight focuses on empowering frontline workers. The company’s platform consists of Vsight workflow for guiding employees through processes with interactive digital instructions and checklists. There’s also Vsight Remote, for supervisors to provide tailored, real-time support to staff members on the move. Users can even whitelabel their creations with the platform.

Designed to work with a variety of smart glasses and headsets, Vsight’s technology allows users to troubleshoot issues faster, scale knowledge transfer, and reduce travel fees. Plus, built-in video and audio calls, adaptive video quality, and annotations support enhanced collaboration.

9. ThirdEye

Focusing on numerous field services industries, including healthcare, aerospace, law enforcement, and manufacturing, ThirdEye produces a host of AR and MR products for the modern market. Options range from the RespondEye system for first responders to a comprehensive device management platform and the AR “RemoteEye” service.

The RemoteEye solution supports Live AR communication through a heads-up display featuring live video and audio communications alongside AR annotations. Users can screenshot pictures and access data while keeping their hands free on the move. ThirdEye also recently introduced a new set of X2 MR smart glasses to enhance its portfolio.

10. Zoho

Known around the world for its communication, collaboration, and service desk tools, Zoho has recently begun producing solutions for the XR market too. The Zoho Lens AR, remote assistance software, allows users on the front line to share information in real time with professionals from the back office for end-to-end collaboration.

The solution includes live camera streaming, 3D object highlighting, as well as VoIP and text chat. Users can capture snapshots of incoming camera images, freeze images in video, and record sessions for training and knowledge base creation. Zoho also recently introduced a multi-participant feature and a new mobile SDK for iOS and Android.

11. Streem

Streem produces simple AR solutions for field services, sales, customer support, and insurance companies. The platform enables users to rapidly annotate video feeds and share information or guidance with employees on the move anywhere through a smartphone interface. Built-in collaboration tools allow for real-time communications, and all data is secured in the cloud.

Users can also access Streem API and SDK solutions to create a branded, customized workflow experience for their users. The solution even integrates with a wide range of other service management and productivity tools.

12. VISR

VISR Dynamics empowers companies to bring spatial technologies into their workflows and operations. The company’s technologies include VERTX Remote support, VERTX Stage, and the VERTX engine for creating spatial apps at speed.

The Remote Support solution is specially designed for field service and frontline workers, with compatibility for a range of headsets and mobile devices. Users can leverage QR code scanning to access remote assistance and guidance when dealing with problems on the go. There’s also a built-in annotation tool for guidance during video calls, and a complete contact centre dashboard included within the platform.

Quelle:

XR Field Services Market Map for 2023

2. März 2023 0 comment

Examples

XR Field Services Case Study: VSight and Isuzu

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.

Quelle:

XR Field Services Case Study: VSight and Isuzu

1. März 2023 0 comment

Examples

Building a Business Case for XR in Field Services

Enhancing different industries with XR solutions

Extended reality (XR) technology has seen significant growth and adoption in recent years, with the potential to transform various industries.

One area where extended reality can be particularly useful is in field services. Field services refer to the work performed by technicians or engineers who provide on-site support for various industries, such as manufacturing, utilities, and telecommunications. In this article, we will explore how extended reality can be useful in field services.

Enhanced Training

Extended reality can be used to provide more effective and engaging training for field service technicians. Through virtual and augmented reality, trainees can be immersed in real-life scenarios that mimic the conditions they will face in the field. This provides a safe and controlled environment for trainees to practice their skills and learn how to handle various situations. For example, trainees can learn how to troubleshoot equipment, navigate complex machinery, and identify potential hazards.

Reduced Cost

Field services is an important part of offering excellent customer experiences to consumers in a range of different sectors. However, it can be an expensive and resource-consuming process.

Field services professionals need to travel around various countries and cities to deliver their support to customers, and this can require a lot of fuel and vehicle expenses.

For instance, extended reality training means employees within the field services space don’t have to travel to various locations to learn how to use machinery, or waste essential materials and resources.

Remote Assistance

Field service technicians often work in remote locations, making it challenging to access support when they need it. Extended reality can be used to provide real-time remote assistance to technicians in the field. With the help of smart glasses or other wearable devices, technicians can share their point of view with remote experts who can guide them through repairs, maintenance, or other tasks. This can improve the speed and accuracy of repairs, reduce downtime, and improve customer satisfaction.

Increased Efficiency

Extended reality can also help field service technicians become more efficient in their work. By using AR or VR, technicians can access information in real-time, such as repair manuals, schematics, and other data. This can reduce the time it takes to complete tasks and minimize errors. Additionally, AR and VR can help technicians visualize complex machinery and equipment, making it easier to identify problems and find solutions.

Improved Safety

Safety is a top priority in field services, where technicians are often working in hazardous environments. Extended reality can be used to enhance safety by providing technicians with a virtual representation of their surroundings, highlighting potential hazards and risks. This can help technicians avoid accidents and injuries while on the job. Additionally, XR can be used to provide safety training and simulations, allowing technicians to practice emergency procedures and develop critical safety skills.

Enhanced Collaboration

Extended reality can also improve collaboration between field service technicians and other stakeholders, such as engineers, supervisors, and customers. By using AR or VR, technicians can share their perspective with other team members, allowing for better communication and coordination. This can help reduce misunderstandings, improve the quality of work, and increase customer satisfaction.

Data Visualization

Data is an important aspect of field services, as it provides valuable insights into the performance of equipment, maintenance schedules, and other metrics. Extended reality can be used to visualize data in new and innovative ways. For example, AR can be used to superimpose data onto a technician’s view, providing real-time updates on the performance of machinery or other equipment. This can help technicians make data-driven decisions, improve efficiency, and reduce downtime.

Customer Engagement

Field service technicians often interact with customers, and extended reality can be used to enhance those interactions. By using AR or VR, technicians can provide customers with a more engaging and informative experience. For example, AR can be used to superimpose product information onto the real world, allowing customers to see the features and benefits of a product in action. This can help build customer loyalty and increase sales.

In conclusion, extended reality technology offers numerous advantages that can revolutionize the field services industry. By enabling immersive and interactive experiences, XR has the potential to enhance various aspects of field services, such as training, remote assistance, safety, efficiency, collaboration, data visualization, and customer engagement. As the technology continues to develop and improve, we can expect to see more widespread adoption of XR in field services, leading to improved performance, customer satisfaction, and overall success in the industry.

Quelle:

Building a Business Case for XR in Field Services

24. Februar 2023 0 comment

Examples

XR Field Services Case Study: TeamViewer and Mitsubishi

Mitsubishi Electric discovers the power of XR for field services

The changing landscape and the rise of digital transformation are pushing today’s field services companies to find new ways of connecting teams and serving their end users. Through extended reality, these brands have a new opportunity to deliver exceptional results, minimize risk, and reduce operating costs.

Mitsubishi Electric is one of the biggest electronic brands in the world, serving customers all over the globe. Dealing with inquiries from a range of customers in the aerospace, food, and automotive industries has often required the company to invest heavily in a comprehensive approach to field services. However, in recent years, the brand has begun to focus on finding smarter, more streamlined ways to serve its audience.

Here’s what happened when Mitsubishi decided to join forces with TeamViewer on the creation of a remote field services solution.

Exploring the Power of Augmented Reality

Known around the world for its commitment to quality and premium customer service, Mitsubishi has never been comfortable with the idea of letting customers wait for support. Over the years, the Polish branch of the company has built a fantastic service team, brimming with experienced engineers, to help companies make the most out of their investments. However, delivering personalized support on an expanding scale hasn’t always been easy. As augmented reality solutions began to emerge in the technical landscape, Mitsubishi rapidly began exploring opportunities to use these new innovations in their approach to service.

The brand began looking at AR and wearables as a solution for manufacturing maintenance and the creation of a more efficient, smart factory environment. This took the team to TeamViewer and its Assist AR technology. Leveraging TeamViewer, Mitsubishi rapidly began embedding AR into all of its processes and operations, from collaboration to customer support.

Delivering a New Level of Support

As part of its strategy for creating a new “smart factory” ecosystem, Mitsubishi invested in TeamViewer’s technology to create a new initiative called SupportMe-X. Building on the existing SupportMe ecosystem, this new solution offers customers and users a way to leverage expert support through extended reality technologies.

SupportMe-X leverages a combination of TeamViewer’s Assist AR software and the Microsoft HoloLens 2 to deliver next-level experiences to every user. The combined technologies now provide the Mitsubishi Electric team with the opportunity to better support its customers through both augmented and mixed reality experiences.

According to the Solution Business Manager of Mitsubishi, Jakub Kwiatkowski, the company chose TeamViewer as the solution for their needs because they saw it as being secure, intuitive, and flexible. Thanks to the AR solution, technicians can now contact the Mitsubishi support team through their smartphones and work with them through live, guided sessions.

Engineers also use the HoloLens headsets to work through issues with customers remotely, providing in-depth guidance to engineers who need help addressing complex problems. According to Mitsubishi, the combined technologies have had a significant impact on both productivity and cost savings.

Quelle:

XR Field Services Case Study: TeamViewer and Mitsubishi

21. Februar 2023 0 comment

Examples

The Future Of Field Service: Top Trends For 2023

Most industries are in a state of transformation and upheaval. Revolutionary digital technologies and shifting consumer demands are forcing companies to adopt new techniques and change their priorities.

Businesses that manage fleets and frequently travel into the field to interface with customers are no different. The future of field service is bright but thriving in it requires paying attention to emerging trends, finding opportunities to gather insights, and making every opportunity to seize technology and efficiency enhancements.

Customer trends are steering the conversation. A recent research survey targeting decision makers involved with organizations reliant on field service identified these as the top priorities:

67% demanded faster response times as their top priority
58% demanded enhanced remote-service options
42% demanded more detailed condition and performance data for their assets

What technologies and techniques are helping service providers meet this call? Here’s a look at the most important trends for the field service sector and how to capitalize on their opportunities.

1. Big Data

There’s no understating the value of Big Data gathering and analysis throughout the industry and within individual field-service companies. The ability to answer questions about customer and industry trends, historical and real-time equipment performance, company culture, service intervals, failures and successes, and opportunities for enhanced marketing is too valuable to pass up. Here are some of those questions:

Training: Have training initiatives been successful?
Marketing: Does the marketing team have enough data to form accurate buyer personas?
Industry: How are current trends in the industry impacting you and the competition?
Service levels: Where is time being wasted during field service? Which processes take the longest, deliver good value, and aren’t worth the time?
Enterprise planning: What kinds of industrywide trends are emerging and how can the organization shift priorities to get ahead of the competition?

Each field service company will find its own ways to capitalize on the opportunities Big Data offers, which makes it the biggest trend to watch in 2023. If you want a practical reason to prioritize data analysis across your organization, look no further than recent events. The first three quarters of 2020 witnessed 4,200 supply chain interruptions courtesy of COVID-19.

Unfortunately, a paltry 6% of companies have achieved adequate supply chain and inventory visibility. Only Big Data can reconcile ongoing needs, emerging trends, market patterns, and existing inventory with the available supply of critical materials. If you’ve been concerned about losing sales or clients because of unpredictable supply levels, Big Data can come to your aid with enterprise planning and even predictive capabilities.

2. Strategic Automation

If you’re involved with field service, you want to create a work environment where subject matter experts can spend most of their time exercising their skills and delivering value to the customer. Ideally, field service companies will use a smaller portion of their available hours dealing with backend processes and bureaucracy. There are just some of those demands:

Customer relationship management
Inventorying parts
Scheduling appointments
Generating and delivering invoices
Determining when to follow up for remarketing purposes

Automating backend processes in the field service industry is one of the primary trends to watch in 2023. Companies that still need to do so should familiarize themselves with the types and advantages of management software platforms.

This class of software delivers value in manifold ways, like helping companies organize and understand historical and current-day maintenance data. Another example is automatically matching technicians to available jobs as they come in and then assigning new tasks to workforce members.

3. Predictive Maintenance

The management of modern fleets and other field service equipment isn’t something that can be left to chance any longer. It doesn’t make practical or business sense to lean on the run-to-failure model anymore. Responding to field calls shouldn’t be something done reactively or even proactively. What if it could be predictive?

The Industrial Internet of Things (IIoT) is making a world of difference for field-service providers and enabling truly predictive maintenance capabilities. It does this in the following ways:

Helping companies waste less time on proactive — sometimes ultimately unnecessary — field calls.
Granting maintenance professionals more hours to respond to essential calls.
Helping equipment last longer and cost less money to maintain.
Ensuring that engineers responding proactively to impending maintenance have relevant information so they can trace the fault and begin service immediately.

Predictive maintenance is a major advantage on both sides of the client-provider relationship. Customers benefit from fewer service calls and a longer lifespan for their essential equipment. Field service providers can spend more hours on value-adding tasks and less on unneeded service calls and the accompanying documentation.

4. Virtual And Augmented Realities

Virtual reality (VR) and augmented reality (AR) have been some of the most surprising developments in the last few years. Many wrote these innovations off as just the latest in video-game peripherals, but they have far-reaching implications throughout the field service industry.

Current market research indicates fast-paced growth for AR and VR. By 2030, AR could be a $461.25 billion industry, and VR could be worth $87 billion. What kinds of practical value does this tech deliver in field service?

AR probably holds the most promise. Field technicians can use augmented-reality glasses to overlay digital schematics on real-world components or equipment. The ability to reference and display maintenance manuals, exploded or cross-section views, or step-by-step instructions could substantially speed up field service tasks. It also reduces the likelihood of preventable errors.

Augmented reality — also called “mixed reality” when digital images are overlaid in the real world — could make life substantially easier for seasoned field service professionals. Virtual reality has its own implications, including more robust training for newly hired individuals.

The chance to practice technical and even soft skills in a safe, low-impact environment will help individuals get up to speed faster than ever. These days, customers expect service calls to be quick and comprehensive. AR and VR provide the means to sharpen abilities, build confidence in the field, and conduct fast and effective service calls.

Understanding The Future Of Field Service

Client demands are escalating throughout the field service industry, from faster response times to comprehensive service call visits. Thriving in the uncharted future requires respect for data’s power and strategic investments in automation and other value-adding assets. Bleeding-edge tech like the IoT can improve the success of tracing failures to their source and slash the time required.

Thanks to these 2023 trends, the future of field service may not even be limited to where you can drive or fly. Wise investments could result in a vastly larger sales territory, faster responses, and more loyal customers.

Quelle:

https://www.fieldtechnologiesonline.com/doc/the-future-of-field-service-top-trends-for-0001

6. Januar 2023 0 comment

Examples

Augmented Reality for Field Services: 5 Ways to Decrease Repeat Service Calls for Technicians

Advances in AR (augmented reality) are making it possible for businesses to be more streamlined, efficient, and productive than ever before. One area where many businesses are seeing AR have a strong positive impact on performance is with helping remote workers in field services. Employees who provide service and customer support during field visits or dispatches are responsible for preventative services, customer experience, remote diagnostics, parts management, and often need training and development and help desk support to ramp up their skills. AR, connected devices and IoT technology are enabling technicians to be significantly more effective, which helps to increase customer satisfaction while decreasing costs for the business.

Here’s how AR helps companies to decrease repeat service calls for technicians:

1. Improved Real-Time Performance

By using AR, field service technicians experience virtual tutorials and demonstrations that are overlayed onto the actual equipment they are working with. This allows technicians to interact with the inner workings of complex equipment in real-time via demonstrations that showcase exactly how a service or repair should be performed. This dramatically reduces the chance of a technician making a mistake or having to redeploy to a customer location before the job can be considered complete. The result: service calls are tremendously reduced. AR also reduces mistakes by 90 percent.

2. Live Guidance and Remote Support

When deskless workers like technicians or engineers need help, learning typically happens by reading a manual or waiting for the next classroom training, but this takes hours or even days – time that removes workers from the flow of their daily schedule, not to mention separates the training from the work to which it’s intended to be applied. Using AR, technicians who are working in the field can access high-quality live guidance and remote support on any device that they happen to be using. When there’s an issue, a technician can reach out to a subject matter expert by video, chat, shared screens, and annotations to provide detail on the problem. AR allows the field worker to share a ‘See What I See’ augmented reality-based experience so the subject matter expert can troubleshoot with the technician in real time. Together, they can solve the issue right there without the having to schedule a subsequent service call with a more skilled technician. We’ve built an ROI calculator to showcase how AR increase first-time fix rates, reduce service costs and minimize costly downtime. Try it here.

3. Digital Compliance

Compliance tasks related to installations, maintenance or inspections can include measurements, quality control steps, and work orders with customer records, audits, photos, videos. Using technology, a field technician can walk through an AR-enabled checklist while all actions are captured by phone as visual proof that the work has been completed according to safety and security standards. AR makes it possible for compliance issues to be securely resolved onsite, in real-time.

4. Faster Task Performance

According to a study by HBR and Microsoft, companies that use AR can experience 50% faster task performance. This means that not only will employees not have to make return service calls or truck rolls to complete the task, but he or she will be able to get the job done in half the time that it would take without using AR. Faster service times means that your company will be able to be more productive and increase customer satisfaction.

5. More Effective Training

In pilots with our clients, AR-based training delivers a 72% increase in learning effectiveness. This means that not only will your technicians and deskless workers have more resources to help them complete the job when they are out in the field, but they will also be much better trained. More experiential training results in fewer errors, and a more talented pool of technicians for your company. Both are highly beneficial.

Benefits of Using AR for Fewer Repeat Service Calls

There are a number of incredibly significant benefits that your company will experience when it implements AR for technicians. One of the most important of these benefits is that your service level scores will go up. This means that your company’s reputation for trust and quality will improve in your market. Having a better reputation can help you to earn more market share and get an advantage over your competitors.

Another key benefit of using AR for fewer repeat service calls is that it will allow you to save your best technicians for the tasks that are truly difficult and technically challenging. Because AR will reduce the amount of errors your average technicians make, you will not have to use your top technicians to go around fixing mistakes. You can just designate the most rewarding and challenging tasks to them from the start. This will improve efficiency.

Finally, AR greatly improves operations in dangerous or hazardous environments. This is because AR technology can be combined with robotics to enable technicians to operate robots that can go into dangerous areas and perform tasks, such as clearing downed powerlines. Object recognition, “see what I see features,” and ITSM integration for AR instruction can deliver advanced remote control.

Conclusion

Most companies are in proof-of-concept mode with AR. However, the companies that are taking advantage of this technology are already starting to benefit tremendously. If you would like to decrease repeat service calls for technicians, boost your company’s reputation in your market, improve your technician training, save your best technicians for the most complicated jobs, and experience a wide variety of other benefits, then you should pilot AR technology today.

Quelle:

https://www.cgsinc.com/blog/augmented-reality-field-services-5-ways-decrease-repeat-service-calls-technicians

26. August 2022 0 comment

Examples Research

XR Being Used in Field Service

With XR, customers and field technicians can get help from experts across the globe. Remote field service has been especially enticing since COVID started, and enterprises have continued to see the benefits.

According to Gartner, by 2025, around 50% of all field service managementdeployments will include AR tools. That’s because there are many benefits:

Improved collaboration
Enhanced productivity
Greater creativity
Better customer service
And more

Customers can get fast, remote access to the best of the best, no matter where they’re located. Experts can help customers through inspection, maintenance, and repair issues faster and without travel expenses.

Field service technicians can also use AR to learn, see advanced data on the equipment they service, and connect to other experts right from the field.

Companies deploying AR in their field service operations are looking at improved efficiency, better safety management, hands-free productivity, and more.

We’ll see you on the other side of reality.

Quelle:

https://innovateenergynow-com.cdn.ampproject.org/c/s/innovateenergynow.com/resources/xr-being-used-in-field-service?format=amp

17. März 2022 0 comment

Examples

The State of XR in the Field Service Industry 2022

An Introduction to Extended Reality in Field Services

Extended Reality is helping to pave the way to the “new normal” of the post-pandemic world. Enabling a better level of communication, collaboration, and creativity, XR supports businesses in a host of valuable use cases.

In the field services sector, the benefits of extended reality could be particularly compelling. Field services naturally operate in fluid, remote, and versatile environments, with decentralised management and disparate remote workers.

As the needs of consumers have advanced, the remote functions of field services staff are evolving. Extended reality could have the power to enable, empower, and educate these team members on the move.

As the market value for extended reality hits a CAGR of around 30.6% leading up to 2026, the potential of the landscape is endless. Let’s explore the state of XR in field services.

The Evolution of XR in Field Services

We’re in the midst of a digital revolution, where the physical and virtual worlds are increasingly converging. Extended reality technologies are already helping to improve the way we collaborate, strengthen the performance of distributed teams, and provide access to valuable training opportunities.

In field services, the goal of extended reality at present is to find ways of expediting processes, while minimizing costs and improving agent productivity.

Used correctly, a combination of virtual, augmented, and mixed reality experiences could lead to:

Improved collaboration: Through extended reality, team members can work together on complex tasks regardless of where they were in the world. An engineer in the field could reach out to specialists behind-the-scenes, so multiple people can work together on troubleshooting a complex problem.
Enhanced productivity: Professionals working with complex materials and devices could use tools like augmented reality smart glasses to overlay important information on top of a device, for quick and easy access to useful information, this reduces the amount of time employees need to spend seeking out solutions to problems in manuals.
Greater creativity: Manufacturers and professionals in a dispersed field service environment can work with colleagues on creative solutions to problems, without wasting resources or materials. In-field practitioners dealing with new technology could use something like AR or mixed reality to get real-time data on a component and come up with creative ideas on how to fix an issue as a result.
Better customer service: With extended reality to provide employees with access to more of the information required to make instant split-second decisions, end-users can benefit from faster service and better overall experiences. This can help strengthen the reputation of various brands and make field employees feel more satisfied in their roles.

Trends Driving XR in Field Services

As we can see, extended reality has a lot of benefits to offer the field services landscape when used correctly.

While there are various directions this environment could move in as we progress through 2022 and beyond, there are some trends which seem to be having a significant impact on the nature of XR in field services today, such as:

Better employee experiences: As consumers become more demanding and field service challenges grow more complex, companies are looking for ways to support staff with better experiences. With extended reality, employees can access more of the information they need to make important decisions on the move, which helps to reduce the frustration in the day-to-day workplace. Employees can also access better training opportunities, to ensure they’re prepared for a wide range of challenges.
Hands-free productivity: AR wearable devices are becoming particularly compelling within the field services landscape. These tools allow technicians and engineers to operate hands-free, so they don’t have to juggle a range of tools to resolve an issue. The same technology can provide access to critical procedural information or allow team members to access guidance from specialists without needing to compromise on flexibility.
Improved efficiency: VR can train professionals to solve problems and complete tasks at an incredible pace, allowing for better efficiency in the workplace. At the same time, an AR headset can provide step-by-step directions to staff members, so they can complete tasks at speed. The right tools can even help field service technicians by giving them access to real-time data about the equipment they need to service.
Contactless work: In an era where bringing people together isn’t always possible, AR allows for everything from remote troubleshooting to the remote inspection of various tools. This can help to keep interactions as “contactless” as possible, while still ensuring the right level of work is carried out. Multiple people can even join forces to troubleshoot an issue and repair a machine together, without being present in the same environment.
Better safety management: Training is one of the most valuable use cases for businesses investing in extended reality. In a field service environment, an XR solution can be a perfect way to train staff members not only how to handle complex customer interactions, but also how to stay safe and secure in any environment.

The Challenges to Overcome

Field service companies are already beginning to rapidly incorporate all aspects of extended reality technology into their environments. AR-powered support in particularly is transforming the environment of remote maintenance and repair. According to Gartner, by 2025, around 50% of all field service management deployments will include Augmented Reality tools.

Of course, in any industry, there are challenges to overcome before extended reality can become a reliable tool for every employee. In the field services environment, there’s a growing focus on safety and security.

For instance, it’s important to ensure any AR headsets or wearables devices in the field aren’t distracting employees too much from what’s going on around them.

Additionally, when these devices are streaming data in real-time, often through the internet, additional steps will need to be implemented to ensure information remains secure.

Speaking of streaming information in a field services environment, the chances are this industry will become increasingly reliant on better connectivity afforded by options like 5G. This will be essential to ensuring teams can collaborate without lag.

Quelle:

The State of XR in the Field Service Industry 2022

25. Februar 2022 0 comment

Examples

CLEVR launches Augmented Reality Field Service Management solution

CLEVR, a low-code and no-code Software-with-a-Service provider, has today announced the launch of ‘CLEVR Field Services Manager’ (FSM), a new software solution that is designed to cut costs, shrink the carbon footprint and tackle staffing challenges for companies that dispatch skilled technicians to customers’ homes, offices, and stores.

According to the company, the back-end application, portals and mobile app software of CLEVR’s Field Services Manager covers the full field service process, including installation, maintenance, repair, job intake, preparation, planning, route optimization, execution, payment, and archiving. Furthermore, CLEVR stated that its FSM solution will soon contain a remote augmented reality (AR) assistance option, which will empower companies to provide remote support via a two-way video call that utilizes AR, guiding customers through a process of fixing minor issues by identifying and pointing at objects in the real-world, in real-time.

“Field services is an area crying out for new, digitalized, efficient processes,” said Kay Lankheet, Squad Lead for CLEVR’s Field Service Manager business unit. “Our off-the-shelf solution is easy to use and offers a significantly shorter go-to-market time: just a couple of weeks. CLEVR Field Service Manager enables incumbents and start-ups alike to offer highly digitalized offerings leading to significant cost reductions amounting to millions, an improved customer experience and perhaps most importantly of all, reduced carbon footprint of installation companies by up to 25%.”

CLEVR developed its remote assistance solution in partnership with Econic, a company that works in the sustainable housing market and seeks to transform 1 million homes to self-powered dwellings called ‘e-homes’. Every e-home consists of many sustainable energy solutions, including solar panels, heat pumps, meters, and batteries. CLEVR stated that its Field Service Manager is empowering Econic to accomplish the challenging task of delivering millions of installations in a scalable and reliable manner.

“Econic expects that Remote Assistance will cut down on-site inspections of all new installations by 25%,” said Vincent Damen, Product Manager for Econic. “By 2023, we will grow to 200,000 new installations annually. A single inspection costs USD $148.00 (EUR €125), so with the projected number we estimate saving USD $7.1 million (EUR €6 million) annually as well. In addition, remote assistance will significantly reduce the need to drive to on-site locations by 1 million kilometers, which roughly translates to reducing CO2 emissions by 170,000 kilograms.”

CLEVR plans to expand the capabilities of its Field Service Manager platform to adjacent market segments such as home security, home-appliance installation, waste management, energy and utilities, telecommunications, IT infrastructure installation and maintenance.

For more information on CLEVR and the upcoming addition of augmented reality assistance to its Field Services Manager platform, please visit the company’s website.

Quelle:

https://www.auganix.org/clevr-launches-augmented-reality-field-service-management-solution/

Image credit: CLEVR

17. September 2021 0 comment

Examples

Xerox field service subsidiary CareAR raises $10 million in funding from ServiceNow

Xerox Holdings Corporation has today announced the formation of CareAR, a Xerox company, which consolidates CareAR, Inc., DocuShare and XMPie under a single holding company named ‘CareAR Holdings’. In addition to the new holding company formation, CareAR, which provides an augmented reality (AR) support platform that provides real-time access to expertise for customers, employees, and field workers, also raised USD $10 million in funding, which was provided by ServiceNow. As a result, CareAR has received a USD $700 million post-money valuation.

CareAR will be led by Xerox President and Chief Operations Officer Steve Bandrowczak, who will expand his current role to also serve as CareAR’s Chairman, and Sam Waicberg, the original founder of CareAR, Inc., who will serve as CareAR’s President.

The backbone of the new CareAR platform is the augmented reality technology that Xerox gained through its acquisition of CareAR, Inc. back in February, which is designed to be industry agnostic and integrates seamlessly with ServiceNow’s Field Service Management solution, allowing service technicians to tap into the knowledge of more experienced technicians through live, AR assisted instruction.

Now, by combining DocuShare’s content management system, XMPie’s cross-media platform, and Xerox’s PARC Alto AI artificial intelligence engine, the expanded CareAR service experience platform will help to address some key sustainability and workforce challenges, including:

Supporting workforces with the visual tools and access to data, while helping to lower the operating costs and greenhouse gas emissions of service providers;
Helping solve workforce talent issues – primarily associated with a retiring workforce. As the current workforce ages into retirement, service organizations may no longer be able to rely on apprenticeship-based training. CareAR will therefore help companies leverage and optimize experienced employees’ time and allow inexperienced workers to draw on a repository of knowledge curated by CareAR’s predictive AI capabilities;
Supporting service employers’ sustainability and social responsibility goals by facilitating remote preventative and maintenance-based actions, thereby reducing initial and follow-on technician dispatches.

“Xerox has positioned CareAR to deliver capabilities that service-intensive industries need, with real-time instruction, visual tools and access to data at the tip of any user’s fingertips, all driven by predictive artificial intelligence,” said Xerox Vice Chairman and CEO John Visentin. “By creating a platform that is intuitive to a digitally native workforce, and with investment from ServiceNow, we believe CareAR will define and grow the Service Experience Management category, disrupting industries at a time when it’s needed most.”

John Ball, Senior Vice President of Customer Workflows at ServiceNow, commented: “Our customers have never more urgently needed workflows that deliver greater operational efficiencies, better customer and environmental outcomes, and improved safety.” He added, “Our investment reflects our belief that CareAR has the potential to deliver world-class, enterprise-grade augmented reality. Customers using CareAR’s augmented reality to route work through ServiceNow’s leading workflow platform can better solve problems remotely, speeding resolution times and reducing the need for expensive on-site visits, which also reduces carbon emissions dramatically. Together, we’re delivering powerful enterprise service experiences for the new world of work.”

For more information on CareAR and its augmented reality support platform, please visit the company’s website.

Quelle:

https://www.auganix.org/xerox-field-service-subsidiary-carear-raises-10-million-in-funding-from-servicenow/

Image credit: CareAR

10. September 2021 0 comment