CareAR Enables Remote Preventative Maintenance, Improved Customer Service and Savings for Visioneer
Visioneer, a Xerox partner, is licensed to provide remote support for document scanners. When clients call Visioneer about hardware issues, technical support teams sometimes have difficulty troubleshooting and resolving issues remotely. Technicians
find the limited context that customers provide over the phone challenging—techs also need to see the issues to fix them. This results in extended downtime for customers and a higher cost of service for Visioneer when it must send technicians or replacement scanners to customers’ sites.
Through its partnership with Xerox, Visioneer was introduced to the CareAR® Assist app. CareAR Assist is an augmented reality-based
(AR) visual support platform that enables service management teams anywhere to provide real-time visual AR assistance and guidance to customers and field service teams. Remote agents and experts can virtually see the situation and then provide visual guidance to customers and service teams in the field, using a suite of AR tools via desktop computer, mobile device, smart glasses, or drones, as if they were there in person.
Additionally, CareAR Assist’s end-to-end integration allows users to instantly capture images and video recordings during a service session, creating content that is automatically saved in the secure CareAR cloud. This enhances future knowledge transfer and ensures proof that work has been completed and/or is in compliance.
Working with CareAR
With CareAR Assist, Visioneer’s service support team can leverage AR to engage clients in a live, remote, HD- powered video session to see exactly what customers are seeing. During these collaborative sessions, technicians use enterprise-grade annotation tools that are built into the CareAR Assist app to quickly diagnose the issue and provide real-time guidance to customers to resolve the issue and/or validate claims. The ability to provide visual context enables techs to focus on troubleshooting and initiating the correct solution for the issue.
In the first 3 months of working with CareAR, Visioneer has achieved a 33% ROI through preventative maintenance. Remotely resolving customer issues without having to dispatch repair teams to a customer’s site saved the expense of many truck rolls. In addition, by visually seeing the situation, Visioneer avoided the need to send costly replacement scanners