AR Transforming Service Offerings and Customer Demands in Field Services

Paul Jhon, CIO Review Europe | Thursday, March 11, 2021

Paul Jhon, CIO Review Europe

Even though AR aspects has been around the years, Pokemon Go's wild success ushered the concept to the fore as a phenomenon of pop culture. However, its applications stretch beyond popular entertainment and provide business benefits, including the company of home services. Using AR for field service calls can enhance the strategy of technicians to repairs. This technology is just beginning to emerge throughout the industry, then now is the time to think about how AR can actually benefit deliver superior services. As per Forrester1, 32 percent of businesses focus on digital transition, and that number will increase to 49 percent in two years. As part of these digital reinvention initiatives, AR is a key technology that organizations are deploying.

AR is now a trend and in the consumer and business markets it continues to grow. The forecast global economic significance of AR is expected to reach as high as $29.5 billion by 2020, depending on the adoption rate. Consumer headset sales alone are projected to increase to 22 million in 2018, making it worth watching this trend. In fact, applications such as remote assistance and digital work instructions are included in the more deployed form of AR. Inside field service, AR is gaining huge traction by 'deployable now.'

With improved performance in the first-time fix rates, investment uptime, and aggregate issue resolution time, early adopters within the industry have demonstrated results. The real world of AR in service is virtually limitless, and as part of various AR applications, enterprise companies are testing a range of wearables. While wearables add hands-free abilities, the initial deployments are added cost. Also, major topics within AR are capturing field intelligence data and providing expanded analytics. Applications like remote experts and guidelines for digital work detect valuable field data including Internet of Things(IoT) data. Solutions also move in the direction of working with IoT sensors to catch valuable data in proper-time or to record in step-by-step business processes.

Realistic AR solutions have been shown to enhance performance, particularly in the service sector. Service organizations are acknowledging the need for advancement and digital change with AR being the main drivers of aging workforce, ecosystem readiness, and changing service offerings and customer demands.

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