Leverage Augmented Reality to Enhance Your Service Strategy

Augmented Reality | 17 May 2018 | Team EACPDS

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The Internet of Things (IoT) is transforming the way companies design, manufacture, and service their products and manufacturing floors. ‘Service’ is one of the most notable areas to be impacted by this wave of technology and connected devices. Monitoring assets in the field and on the shop floor gives service technicians access to usage, error, and predictive analytics prior to a repair. As companies continue to adopt the IoT, more organizations are satisfying the prerequisites to easily deploy augmented reality for service.

With the convergence of the digital and physical worlds, manufacturers are using augmented reality as a tool to help improve their service capabilities. Augmented Reality (AR) can deliver the right information at the very moment that it’s needed on the manufacturing floor so that field service technicians and other factory workers can reduce errors, enhance efficiencies, and improve productivity. AR also allows for content to be presented in arguably the most contextual way possible. When accurate information is presented over real-world devices there is little room for error and misunderstanding.

If field service technicians aren’t available to be on-site for a critical situation, then technicians can remotely assist customers with the help of AR. Customers will be able to observe service manuals with interactive 3D animations to disassemble components or work on equipment with which they’re unfamiliar with. If the users need further help, then the experienced field service technician can walk users through instructions while steaming the user’s device view in real time.

Augmented Reality Barriers to Entry

Your service and parts information have to be accurate and up-to-date in order to fully benefit from an augmented reality investment. Making sure your organization has a reliable Service Lifecycle Management system in place is the first step to digital transformation. Without accurate information on parts and equipment, field service technicians could replace the wrong part or be confronted with an outdated, undocumented design.

In order to be labeled a “smart connected enterprise,” a company should have a strategy to connect all of their assets and data; this includes technical publications. Connected technical illustrations have the power to show the current status for every part and piece of equipment. For example, if a mechanic could see a 3D representation of a vehicle’s carburetor and view critical metrics it would help them understand the potential for repairs or future failure.

Your organization needs to be IoT ready – meaning that there needs to be a strategy in place to input sensors on products and equipment. The Internet of Things allows products and assets to send alerts to a maintenance system that assigns a field service technician to perform a repair. Without the sensors that relay information about the status of those parts, and accurate 3D representations, augmented reality devices would be useless because there would be no relevant or up-to-date information to leverage in the field.

The IoT and Augmented Reality are transforming service and enhancing the field service process. Check out EAC’s solutions to see how you can start using AR today.