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Are you providing AR/VR tools to customers so they can perform remote services on their environment?

TraeShattuck Founding Member | Scholar ✭✭

We are actively pursuing a path to deliver AR technologies to our field resources to enhance their ability to deliver services (i.e., break/fix services) in the field to our customers. However, we have concerns about directly providing this technology to our customers as well. If they don't know how to use the technology properly, it could result in a negative customer experience.

Best Answers


  • PatrickCarmitchel
    PatrickCarmitchel TSIA Administrator | admin
    edited June 2020

    There is a lot chatter about AR/VR right now, especially to fill the interaction gaps with social distancing.

    @Josh Garrison has your field org been addressing similar issues? @Karolin DiCristina presented on AR/VR at TSW and may have some insight to other companies working on these issues.

  • John Ragsdale
    John Ragsdale Member | Guru ✭✭✭✭✭

    Here's a link to a webinar I did recently on this topic, including a case study from Jim Roe, IT Director, Field Services, FieldCore : http://www.tsia.com/webinars/the-new-normal-virtual-field-service-and-digital-support

  • Thomas Lah
    Thomas Lah Member | Guru ✭✭✭✭✭
    edited July 2020

    Again, from our session on extreme remote services. Companies with equipment onsite now need to train and support customers remotely. Sometimes having the customer do what a field engineering would have done. We discussed using tools like "Vuforia Chalk" to walk customers through activities. What tools/techniques are others using?

  • Some thoughts:

    We have been using AR tools (TeamViewer Pilot) and either customer's own device or sending a low-end tablet to enable the tech. Important to set that expectation up front - will the remote team require a particular device or send one.

    The trick we have encountered is enabling customers to use both hands while providing a view for our remote engineer to steer. This week we worked with a couple customers using a simple, flexible device holder.

    Previously we had tried nicer mounts (gorillapod and other brands) with mixed but mostly poor results. Results this week are fresh but the feedback was positive from customers and this thin device is very easy to ship.

  • Thomas Lah
    Thomas Lah Member | Guru ✭✭✭✭✭

    @Anthony Bacak thank you for the insight. What lessons are people learning as they use these types of technologies with customers?