Today, AR can serve as an expert advisor to customer support and technical support staff, helping to accurately triage problems and quickly propose resolutions.
There’s little doubt that AR can provide significant benefits for field service operations. When a company expert can successfully pilot an FSE through a complex repair, while simultaneously training that FSE on the repair process so he/she can do it correctly and quickly the next time, that’s a huge benefit for the FSE, the service company, and most importantly, the customer. But AR is not just for FSEs exclusively. AR can empower and strengthen customer self-service as well. It can guide customers themselves through a repair process, solving a problem without the need to dispatch a technician.
Join us October 12th, to learn about the current state of the market in AR adoption and trends. You’ll learn what actual AR users reported through the recent Service Council research survey:
- Nearly 80% have seen reductions in problem resolution times
- 2/3rds report better-quality FSE training
- 3-in-4 cite greater remote problem resolution and fewer dispatches
In this webinar, we explore the expanding set of use cases now being implemented across the enterprise and the exponential benefits of doing so, including:
- Field Service. Field service is where many companies start their VR/AR journey, allowing technicians to inspect and diagnose issues remotely, as well as provide immersive help to customers for self-service troubleshooting and parts replacement.
- Education Services. Augmented reality is especially effective for complex hardware training, providing the hands-on experience of classroom learning, with virtual images overlaid on their real environment with step-by-step processes and instructions.
- Customer Success. The ability to provide customer onboarding using a digital version of reality keeps users engaged and interested and can accelerate adoption of new technology.
- Sales. The use of immersive technologies allows the sales team to demonstrate value with a virtual walk-through of a product or a piece of complex equipment. Complicated technologies that can be presented in the context of the product can help the customer relate better to the solution and its benefits.
Enterprise-wide use brings exponential savings and efficiencies through a lower cost to serve, better utilization of human resources, reduced travel and dispatch costs, and an increase in end-customer satisfaction.
Service leaders continue to transform their technology infrastructure required to build a modern service team. However, many organizations will struggle with the adoption of these new technologies. According to the Service Council’s 2021 Voice of the Field Service Engineer (VoFSE) survey, which witnessed 700+ technician respondents, 83% of FSEs agree technology makes them more productive. So how can service organizations ensure successful adoption of technology in the field?
Join us on April 8th at 1pm EDT for an executive discussion on the strategic approaches best-in-class organizations are taking to make certain technology adoption is successful, including:
- Identifying the problem and priority
- Determining key stakeholders
- Collaboration in technology/vendor selection
- Mapping and aligning the technology to process workflows
- Managing adoption and rollout (continuous Change Management)
Oxford Nano is providing innovative remote assistance software to their customers through their AR-enabled “Virtual Assist” solution.
Their customers, which include R&D professionals across a wide range of academic and industrial applications, get instant access to the company’s global team of service and applications experts to detect, help and guide customers through technical and application issues in real-time. Oxford Nano provides this solution as a part of their commercial offerings to transition customers from reactive to proactive support, providing higher customer value and additional revenue to the service organization.
Hear from Dan Turner, Global Service Business Manager, on how he assisted both staff and customers to successfully adopt and fully utilize their solution.
- Dan Turner, Digital Product Global Portfolio Manager at Oxford Instruments NanoAnalsys
Service leaders are continuously challenged to adapt. The events of 2020 proved that and provided (what some would consider) the much-needed catalyst for digital transformation. It’s no surprise that forward-thinking leaders rapidly shifted to a digital-first customer engagement.
Join this webinar to learn how to create or improve your processes and technologies in support of your workforce. Hear from our panel of industry experts:
- Andrew Martin, Digital Product Global Portfolio Manager at Diversey
- Tony Stephan, Manager of Technical Support at Ricoh Americas Corporation
- Christian Kovach, Technical Support Specialist at Henny Penny
Many field service organizations are accelerating digital transformations in order to address this new “touchless environment.” Learn about the latest trends (Service Council research) and hear how industry leaders are using AR solutions.
Hear from Eduardo Bonefont of BD, on how they increased their Net Promoter Scores with Help Lightning even during a global pandemic.
Cincinnati, Inc. implemented Help Lightning’s virtual expertise software to boost their service offerings and provide virtual “hands-on” service to their customers.
Hear from Greg Wilson, Director of Service for Cincinnati, Inc., and learn how this 130-year-old manufacturing company made the transformation to becoming a service profit center.
Help Lightning has seen a 400% increase in usage since the pandemic hit. Using existing mobile devices or a web browser, Help Lightning allows experts to provide personal “hands-on” support from anywhere in the world.
Join Gary York, CEO of Help Lightning, as he discusses how customers like Cox, Ricoh, and Canon are using this Virtual Expertise solution to improve first-time fix rates, extend the workforce capacity, and improve customer satisfaction.
Gary York, Ph.D. is the CEO for Help Lightning. Gary is a serial entrepreneur and a contributing writer on AR technology. He has held technical and executive positions with leading technology companies in Boston, Silicon Valley, and Alabama and is a winner of the Smithsonian Innovation Award and the EDPA Lifetime Achievement Award for Innovation.
The Coronavirus pandemic is likely changing the Field Service industry forever. It’s a whole new world of service and we’re all finding our way together.
Join Sarah Nicastro for a live, interactive webinar as we discuss the current state of the crisis and talk about what will come out of this ultimately as we find what lies in the future of field service.
Our expert panelists include:
- Dr. Michael Saag, Physician/Researcher at the UAB
- Ravi Advani, Director, Global Solutions Manager at Unisys
- Gary York Ph, D., CEO at Help Lightning
In a tight labor market where demand exceeds supply, integrators need to devise strategies that make their current employees more efficient and more flexible. Remote Expertise is designed to do both.
Efficiency – With Remote Expertise, integrators now have the upper hand on educating a new generation of technicians and ensuring productivity and efficiency in the field. Flexibility -Providing immediate “hands-on” assistance to colleagues and customers, product experts are where you need them when you need them.
Mike Giffin is Vice President of Business Development at Help Lightning. Mike is an accomplished executive with 37 years of solid career progression in the consumer electronics industry and is skilled at analyzing market data and interpreting consumer trends to identify market opportunities.
The Remote Expertise segment of the Augmented Reality market performed extremely well in 2019 in two big segments: technical support and field service. The idea of remote expertise is simple. You have a problem and need help. The expert who can help you solve the problem is somewhere else.
The simplicity of remote expertise makes it incredibly powerful for problem solving. Why has Remote Expertise been so successful in producing value for service organizations?
Join Gary York, CEO of Help Lightning, as he walks through 5 ways Remote Expertise is delivering real value today.
Gary York is a serial entrepreneur and a contributing writer on Augmented Reality and software innovation. He has held technical and executive positions with leading technology companies in Boston, Silicon Valley, and Alabama. Gary is a winner of the Smithsonian Innovation Award and the EDPA Lifetime Achievement Award for Innovation. He holds a Ph.D. from Carnegie Mellon and was a visiting fellow at UC Berkeley.
As a result of an ongoing technology explosion, increased competition, and reduced margins, meeting the desired goals of customer satisfaction and services profitability remains a major challenge for many organizations. What is your organization doing to run its field service operations more effectively – and cost-effectively?
Join Bill Pollock and Help Lightning to learn:
- What the leading global Services Organizations are doing with respect to embracing – and incorporating – new technologies into their services operations
- What the real benefits are associated with moving to a Remote Expertise service delivery model
- What obstacles and potential pratfalls you might experience along the way
- How to emulate the strategic and tactical actions presently being taken and/or planned by the leading Services Organizations
Bill Pollock is President of Strategies For Growth℠, a research analyst and consulting firm based in Westtown, Pennsylvania USA. Previously, Bill served as President and Chief Research Officer (CRO) at The Service Council; led Aberdeen Group’s Strategic Service Management Practice, holding the title of Vice President, Principal Analyst; and was Managing Analyst, Services Industry at Gartner.
The Service Council’s research has consistently shown that the biggest challenges facing Field Service Leaders are workforce related.
In this live webcast with Ravi Advani, Director of Global Solutions, learn how Unisys is utilizing merged reality to improve their global service productivity by:
- Accessing a wider workforce remotely with Field Service Center of Excellence (COE)
- Training new technicians more efficiently
- Reducing call times and increasing customer uptimes
Ravi Advani is Director of Field Engineering Services Solutions at Unisys. In his role, Ravi owns innovation in the global field services portfolio, working closely with customers, service leaders and solution providers to drive the Digital Workplace Services agenda.
…so what are you waiting for?
Learn Tried and True Tips for Adopting Remote Assistance and hear how companies like Otis Elevator, Becton Dickinson, Ricoh, Siemens Healthineers, Boston Scientific and others have adopted and utilized this innovative technology to significantly reduce costs and improve operational efficiency.
Evans Manolis, Senior Consultant, works with customers to ensure their Merged Reality initiative is successful, teaching Best Practices in Merged Reality adoption and Change Management. Evans has over 25 years experience in the service marketplace and has worked with some of the world’s largest service organizations, helping them reduce costs, increase operational efficiency and productivity, grow service revenues and deliver better customer experiences. Evans holds a B.A. degree in Psychology from the University of New Hampshire and is a frequent speaker at service meetings and conferences.
Learn about RICOH’s innovation journey to include ideation, internal buy-in, customer impact, strategic partnerships, and measurements of success.
Edward Krzysik is responsible for the growth and expansion of RICOH’s SmartHands program. RICOH’s SmartHands solution combines the technical skills of field technicians (SmartHands Tech’s) with experts at the Centers of Excellence to deliver exceptional customer service. Edward Krzysik has been with RICOH since 2004 and has held several leadership roles including Area Director, Region Director of Operations and Director of Service Programs.
Learn how to improve your customer experience by adding Merged Reality to your service offerings. Your customers are one touch away from having your expert virtually standing with them and walking them through the most complex problems.
Greg Wilson has over 20 years experience in Field Service at Cincinnati Inc. He has served as a Technical Specialist & Service Representative. Servicing Press Brakes, Shear & Stamping presses as well as Managing Laser & Press brake Technical Support. Greg is currently Director of Service overseeing 3 Service Departments servicing Lasers, Small and Large scale 3D printers, Powdered Metal Compacting, Press Brakes, Shears and Stamping presses. Greg has spearheaded several initiatives spearhead design improvements on the 6XLT and many other small innovations or design improvements.
