Many companies aim to stand out from the competition by providing first-class services. However, the processes necessary to achieve this sometimes require high travel and personnel costs. One way out of this is the detailed and forward-looking scheduling of service employees. This is where sophisticated remote services using mixed reality (MR) come into play.
In the event of unexpected equipment failures, MR-guided procedures using appropriate MR glasses can provide the relevant information to guide customer technicians on-site through the troubleshooting process and solve the problem, or at least identify the cause of the failure in the most efficient way possible.
If the suggested troubleshooting processes are not successful, an expert can be contacted via the mixed reality application to share the technician’s field of view on site. This enables a “first person view” assessment of the situation, and the expert is able to remotely assist the on-site technician in restarting the machine in the best possible way.
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“Innovative service and maintenance offerings set us apart from the competition. Our goal is to combine such offerings with sustainable concepts that integrate with our SAP infrastructure. This is where IBsolution and HoloOne come into play. IBsolution’s extensive SAP expertise in SAP Field Service Management and integration services, together with HoloOne’s integrated MR platform, enabled us to roll out a mixed reality offering that is unique in our market.”
Reduction of carbon footprint and improvement of work-life balance of maintenance staff through reduction of travels
Rapid acceptance of the solution by customers and employees through simple and appealing user interface
Increased efficiency in maintenance and service processes
Reduced equipment downtime and rapid problem resolution for machine operation and maintenance with MR-supported step-by-step instructions
Increased aftersales and service revenue through unique service offerings and world-class remote support
Seamless aftersales service, regardless of COVID-19-related travel restrictions
Increased customer satisfaction
Full integration of MR platform Sphere with existing service systems (SAP S/4HANA, SAP Service Cloud, SAP Field Service Management)
Unified MR software to cover multiple use cases
Customer service automation based on contextual, step-by-step holographic instructions
Easy integration and development of PoCs
Send service calls, work orders, activities and checklists to the mixed reality platform directly from the dispatching board in SAP Field Service Management. There is no need to create work orders and checklists in both systems manually, which leads to reduced efforts and errors.
Guide service technicians remotely through checklists using a mixed reality user interface, allowing them to work without having to operate a tablet or laptop. There is no need to transfer the captured data manually to SAP Field Service Management thanks to data integration functionalities.
Leverage your SAP Cloud Integration infrastructure with pre-defined and customizable integration packages that help you start with best practices from the beginning. Pre-configured iFlows can be adapted to your needs, letting you maintain a high level of standardization and be quick to implement.
CXMENDO.mixed.reality is also available at SAP Store.
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