In the mid-1990s, early 2000s, ISM’s Barton Goldenberg and I had the privilege of presiding over CRM conferences across America. Barton is an expert in customer relationship management, and I provided the technical expertise for this event.
The only area I am good at is mobile technology. I have had the opportunity to work on, and help design, a number of laptop computers, including IBM’s first laptop, which came to market in 1987. Since then, I have consulted on many laptop and handheld computing designs and products and seen how mobile computing has become a tool. Main CRM.
Field Service was one of the conference tracks I managed during our CRM event. Field service is an important component of CRM and has become very important for organizations of all industries to grow their business. It has emerged as an important part of customer satisfaction goal for many companies.
Over the past five years, I’ve spent a great deal of time researching new forms of mobile technology known as Augmented Reality and Virtual Reality. I have consulted on the dynamics of the AR and VR market, and in the process I have begun to see how these technologies can have a significant impact on field service applications.
As I began researching VR and AR in the context of field service solutions and applications, it became clear to me that there was already a lot of work being done by AR and VR hardware and software vendors targeting field services. Was.
Augmented reality and virtual reality field service applications can replace bulky operator manual and handheld devices with an improved user experience and hands-free operation capability.
That’s because AR and VR devices make essential information easily accessible in an immersive format that includes 3D illustrations, video-based instructions, and real-time feedback when connected to an in-house technician if needed. AR and VR-based wearables enhance the efficiency of technicians in providing field services.
Leveraging AR/VR in field service operations bridges the learning gap between new and senior technicians or engineers, enabling real-time knowledge transfer between them. AR/VR equipment can provide remote diagnosis and repair while reducing travel costs and reliance on skilled technicians on site. AR and VR headsets with dedicated software can improve service operations by increasing technical response times and faster return to service times.
Another goal of AR and VR in field service is to reduce training time for new field technicians. Employee training is essential for any business that values a competent workforce capable of following processes and procedures efficiently.
Application of AR/VR technology in on-the-job training programs can help in faster skill development and better retention of training information. This concise will help the workforce be more successful in providing customer service solutions.
AR/VR can also improve the troubleshooting process. This helps in diagnosing the problem in less time. And when an engineer needs help, a senior technician can easily help via live video from any part of the world.
For this to work, companies need to build AR/VR content libraries to broadcast all critical repair data through augmented reality and virtual reality platforms. It helps technicians/engineers to spot problems quickly, reduce error rates, reduce downtime, which affects operating costs.
AR and VR are wonderful tools that encapsulate individuals in an alternate digital twin environment.
VR and AR where the individual’s actual environment is not changed, but enhanced, can play an important role in the future of field service and how business is conducted. Augmented Reality is all about providing a real time view of reality and augmenting the scene with on-demand data and various technological improvements.
Many may be tempted to think of VR and AR in field service as distant realities. However, companies like Vuzix and Lenovo are already providing significant AR and VR equipment for field services today, and companies using these new devices are reporting great success in their field service operations.
While some may consider AR and VR to be a significant change for use in field service, it is a next generation technology with an immersive user interface to make field service more effective and improve customer satisfaction even further. There is an evolution to use. This reduces training time and, as a result, helps reduce operating costs.
This technology will provide new depth of collaborative VR and AR service solutions, proving new models of how field enterprises can operate today and in the future.
Full disclosure: Mr. Goldenberg and I are currently planning to collaborate on a book on the impact of VR and AR on CRM.