Updated: Jun 16, 2020
The sky are not fully open and travelling is quite limited. How can 3D printing companies/value add resellers provide their customers efficient remote technical support? This is where Augmented Reality steps in with solutions that are dedicated to solve this problem.
Source: miniFactory, Finland
Your customer, an industrial 3D printer user, is facing a technical problem that requires the support of your field service engineer. He opens a service call and one of your team members reaches out to try and solve it over the phone. After an unsuccessful attempt, it seems a visit at the customer site is required, and maybe a part in the printer needs to be replaced. The next day your engineer drives over the customer's site or jumps on a plain. Few hours or days later, the problem is solved.
In ordinary days, these would be the steps of providing technical support for industrial 3D printing systems. No matter if you are a 3D printing company or a Value-Add Reseller, technical support is an important element in making sure customers are happy and up and running. This is even more critical when digital manufacturing is involved.
The down time of a system printing end-use parts is a big issue. Due to COVID-19 pandemic, field service support became quite problematic. With limited options, it’s done over the phone/conference calls between a technical expert and a machine operator.
This is where Augmented Reality steps in. A dedicated AR platform that was designed for remote assistance and sharing best practices using mobile devices and smart glasses, can transfer remote support to a much more effective and efficient process.
Here is how it works:
These are the benefits of using AR solutions for remote field service:
1. Knowledge capture and share – capture best practices and share it across the organization.
2. Operation safety and procedures – create step-by-step interactive operation and safety procedures with compliance tracking.
3. Spatial AR visualization – 360-degree augmentation display of context sensitive IIoT data and knowledge.
Using an AR platform for remote field service can turn out to be a useful and effective tool even after the COVID-19 crisis will be over. Solving technical issues remotely, can save traveling costs of technicians and by that push service organizations into higher profitability.