HENNECKE-OMS has implemented an Augmented Reality (AR) strategy in its service unit. Using Acty technology, we have been testing the possibilities of AR to provide remote assistance. In the coming months this strategy will change how we interact with our service activities. We are confident that it will improve how we serve our customers, train employees, and ultimately the wy in which we can compete.
AR allows 2D digital information to be overlaid onto the real world (3D). This reduces the mental effort required to apply the information, prevents distractions, and minimizes error, freeing people to focus on the objectives. In addition, AR improves our ability to absorb knowledge quickly and accurately, to make decisions and to perform the required activities faster and more efficiently.
Acty is a remote video support platform in a cloud: skilled remote engineers provide precise visual instructions to our field technicians and the messages provided are displayed in real time, superimposed on the real objectives. This solution is designed for smartphones and tablets, taking advantage of their simplicity and ubiquity. In this way, the augmented visual collaboration via smartphone cameras allows the remote expert to guide the technician in the field. Acty also enables the customer to be guided by a remote technician who can see exactly what the customer sees and walk them through the repairs.
BENEFITS
- Innovation in business management methods
- Assembly instructions provided in the field to internal technicians or subcontractor (video, chat, pictures and documents)
- Professional way of working during travel restrictions by limiting travel and expenses
- Solve problems remotely using just a smartphone, tablet and smart glasses
- Comprehension timing for trouble shooting in real time and first time fix rates
- Training on the job for junior cooperators (setup available in 7 different languages)
TRAVEL EXPENSES
Working on Acty allows us to repair equipment and assist customers without sending our technicians on-site. We can remotely share our expertise, and support and train technicians working in the field on extremely complex machines (such as a continuous panel line). As a result, travel costs are kept to a minimum.
FACTS & FIGURES:
AR helps us make better decisions about how to solve issues, resulting in:
- 11% reduction in overall costs for service teams
- 17% decrease in work-error rates, and higher repair quality
- 39% faster resolution time
- 25% increase in customer satisfaction
- 12% less repeat visits
- Last but not least, we can expect a return of 15 € on every € invested in AR.
COMPETITION
AR will have a widespread impact on how companies differentiate their service provision in the same sector. HENNECKE-OMS provides the AR component allowing us to assist, train and support our customers immediately and wherever they are. This creates value and sets our service apart. We’re playing to win!
THE FUTURE
The effects of AR can already be seen across the value chain, but they are more advanced in some areas than in others. AR shows great potential in service, where visualization and instruct/guide applications are making the greatest impact. For example, showing predictive analytics data where AR guides the service technician proactively through repairs in real time, allowing the customer to prevent a potential problem.
