Today’s field service technicians have more complex responsibilities than ever before. Increasing technological complexity, combined with changes in the workforce, often means longer downtimes and delays for companies that need support from field service technicians who don’t always have the experience to solve their problems effectively.
Augmented reality smart glasses show some promise in solving this issue. Wearable AR technology that allows for an instant connection to additional resources and hands-free operation can increase efficiency, reduce costs, and increase client satisfaction.
How Field Services Are Using Smart Glasses
Let's consider a traditional service call before getting into how AR glasses help field technicians work smarter. The technician arrives to investigate the issue, only to discover they don’t have the answer. They need additional help from a more experienced technician, a diagnostic manual, or other resources, but getting that help requires calling someone else for guidance or, even worse, scheduling another appointment with a more experienced technician.
In many cases, even if a technician can access information, addressing the issue isn’t easy. They either need to attempt to work while holding a mobile phone or follow paper guidance, which disrupts their focus and leaves their hands full.
Now consider the potential of a pair of smart glasses. Using the power of AR, the technician can transmit real-time images to a colleague and get instant feedback and guidance. The glasses can also provide a heads-up display of vital information, like service notes, diagrams, and overlays of precise pictures, all of which help the technician work more efficiently and safely.
The Advantages of Smart Glasses
Smart glasses technology shows promise as a solution for one of the biggest issues in field services: an aging workforce.
Implementing wearable AR technology solves several problems. First, it helps reduce training time. More seasoned technicians can use the glasses to automatically record their processes, create training materials for new workers, and provide remote backup to less experienced individuals without needing to be onsite.
Reducing the number of onsite technicians also helps reduce travel costs. However, increases in first-time fixes and improved customer satisfaction have a greater impact on the bottom line. AR makes a measurable difference in a technician’s ability to fix problems correctly the first time, and research shows that the higher a company’s first-time fix rate, the greater its customer retention and revenue growth rates.
Smart glasses can give new trainees more confidence on the job, translating into fewer errors, less rework, and improved customer satisfaction.
Successfully Implementing AR Into Field Service Training
Most equipment manufacturing companies are using augmented reality glasses in their normal operations. As with any new technology, taking the time to assess the benefits and risks of the glasses and perform comprehensive testing and training is critical to successful adoption. Explore more and see if these will work for your company.
