White Paper

Augmented Reality –
a Critical Component To
Field Service Excellence

in cooperation with

Coresystems AG
www.coresystems.net
 White Paper: Augmented Reality – a Critical Component To Field Service Excellence

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White Paper: Augmented Reality – a Critical Component To Field Service Excellence

Content
1. Introduction to Augmented Reality 4

2. The Dilemma Caused by Advanced Technology 4

3. The Crowd Service Solution 5

3a. Retaining Skillsets 5
3b. Benefits 6

4. The Symbiosis Between AR and Crowd Services 6

4a. Implementing Augmented Reality 6
4b. Benefits of Combining AR and Crowd Services 8

5. Conclusion 8

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 White Paper: Augmented Reality – a Critical Component To Field Service Excellence

White Paper: Augmented Reality – a Critical

Component To Field Service Excellence

1. Introduction to Augmented Reality

Long deemed a form of technology catering to the entertainment industry and en-
hanced experiences in gaming and film, augmented reality (AR) is seeing a rapid in-
crease in practical business applications. Fundamentally speaking AR is the process of
using software and hardware to project a virtual overlay onto a real environment. In
its most commercially available form, this technology saw an uptick in use when
Pokémon Go was released. Millions of people across the globe were able to view their
immediate surroundings on their mobile devices with overlaid images of Pokémon
that they had to capture to earn points.
Though this use of AR may seem trivial, it is precisely this capacity to blend the aug-
mented with our surroundings that has the potential to revolutionize a number of
business sectors. This is especially essential considering the growing number of new
services arising around innovations like IoT. With new technology will come a new
set of issues for which many previously tried and tested solutions will prove obsolete.
In these situations, it will be imperative to consider how to integrate existing and
developing technology.

Hype Cycle for Emerging Technologies, 2017

Virtual Assistants Plateau will be reached:
Connected Home
less than 2 years
IoT Platform Deep Learning 2 to 5 years
Smart Robots Machine Learning
5 to 10 years
Edge Computing Autonomous Vehicles more than 10 years
Augmented Nanotube Electronics
Data Discovery Cognitive Computing
Smart Workspace Blockchain
Conversional Commercial UAVs (Drones)
User Interfaces
Brain-Computer
Interface Cognitive Expert Advisors
Expectations

Volumetric
Displays
Serverless
Quantum Paas
Computing
5G
Digital Twin Human Enterprise Taxonomy
Augmentation and Ontology Management
Neuromorphic Software-Defined
Hardware Deep Reinforcement Security
Learning Virtual Reality
Artificial General
Intelligence
Augmented
4D Printing Reality
Smart Dust

Peak of
Inflated Trough of Plateau of
Innovation Trigger Expectation Disillusionment Slope of Enlightenment Productivity
Time Source: Gartner (July 2017)

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 White Paper: Augmented Reality – a Critical Component To Field Service Excellence
37%
of leading field service
providers feel over-
whelmed by the
complexity of new
technologies
Source: Aberdeen Group 2017
According to a survey by McKinsey, the total number of
gig-workers in the U.S. is now 35 percent of the total civilian labor
force and growing to 50 percent by 2020.
2. The Dilemma Caused by Advanced Technology
The strides made in technological advancements have ushered in what we are refer-
ring to as the Digital Age. On the one hand, this means that many mundane tasks are
being simplified, for example: voice recognition is making it possible to communicate
with devices that can perform basic tasks like ordering and replenishing home sup-
plies, discovering the quickest route from A to B, accessing endless amounts of infor-
mation on any range of subjects.
However, it also means that consumer expectations are changing when it comes to
demand and immediate satisfaction. Consumers have grown to expect that their
needs will be met in real-time and with ongoing status updates on the expected deliv-
ery, repair, replacement date of whatever they might be waiting for.
This expectation has been compounded by the Internet of Things (IoT), which en-
sures that all of our devices are connected and providing a constant flow of informa-
tion and updates about all the connected device in our lives. This could be anything
from a minute-to-minute traffic report while driving to work, to an updated arrival
time for the cable repairman, to a fire that has broken out in the kitchen while we are
away on holiday. Consumers have grown accustomed to remaining informed and hav-
ing problems addressed immediately, perhaps even before they are evident.
For many businesses, in particular those providing field services, this has been a diffi-
cult demand to meet. In fact, the trailblazers in field services are even struggling. 37%
of leading field service providers feel overwhelmed by the complexity of new technol-
ogies*. These same companies are realizing that the ease provided to consumers by
the integration of cutting-edge technology into their manufactured devices has made
the task of repairing breakdowns that much more complicated. It is no longer suffi-
cient for service technicians to be skilled in standard mechanical repairs when they
are also confronted with software glitches and hardware malfunctions. On top of all
this, the predictive technologies powered by artificial intelligence and IoT are causing
a steady rise in the number of maintenance calls.
The main roadblock is evident: a lack of qualified specialists available to cater to the
growing demand in complex field services. This is where crowd service solutions
come in.
3. The Crowd Service Solution
Service providers are under an increasing amount of pressure to perform now that
manufacturers have started shifting from the sale of machines and equipment to the
sale of uptime and productivity. That means the focus is on providing predictive
maintenance and repairs. Without a sizable skilled workforce, this is a nearly impossi-
ble undertaking.
However, crowd services provide the perfect solution. By creating a pool of certified
and qualified service technicians consisting of the company’s own employees as well
as the company’s partners and subcontractors, and skilled freelancers, field service
providers are able to grow their contingent skilled labor force exponentially.
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 White Paper: Augmented Reality – a Critical Component To Field Service Excellence

3a. Retaining Skillsets

Crowd services are also a modern solution to an evolving way of life. More and more
skilled technicians are opting for freedom and flexibility over security and the prover-
bial 9 to 5. They seek out on demand options as contingency workers. Being part of a
crowd service is an attractive alternative to this emerging workforce and a way for
field service providers to ensure that the talent gap remains filled.
A crowd service solution also makes it possible for field service providers to retain expe-
rienced workers who are ready to retire but perhaps not ready to completely stop work-
ing. By giving them the opportunity to continue contributing their expertise and expe-
rience, field service providers are able to maintain a sufficient workforce AND ensure
that valuable accumulated knowledge is shared with novice service technicians.
3b. Benefits
In this age of real-time expectations, connected devices providing 24 hours updates,
and predictive technology informing us of problems before they have even manifest-
ed, converting to a crowd service system is not a luxury, it is a necessity. However,
there are numerous advantages to be gained:
− Money saved from having an on-demand workforce and a cost-per-event pricing
scheme
− Extended reach thanks to their widespread availability across the globe
− Quick response time thanks to ideal location and availability

4. The Symbiosis Between AR and Crowd Services

Nevertheless, this expansive, geographically optimized workforce powered by a
crowd service solution may still lack some of the advanced knowledge and insight
required to tackle modern technology’s breakdowns. This means that, despite a ser-
vice provider’s best efforts to maintain a sizable, competent, global network of service
technicians, the problem can still not be resolved in real-time. This is where aug-
mented reality and crowd services work together to provide the best possible field
service experience for service technicians and customers. Augmented reality gives
field service technicians the opportunity to receive audio and visual guidance from
remote experts by allowing them to share visuals of their onsite environment.
4a. Implementing Augmented Reality
Traditional crowd service solutions are expedited by field service management (FSM)
software like the platform solution provided by Coresystems. A request for service is
received either by a client or perhaps a predictive maintenance sensor. This request is
processed by the FSM platform which then uses artificial intelligence to determine the
most able service technician by taking into account expertise, location, availability and
other parameters that help ensure the job is accomplished as quickly as possible.

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 White Paper: Augmented Reality – a Critical Component To Field Service Excellence

Traditional Field Service vs. Crowd Service Enhanced by AR

Traditional Digital
Unfortunately this Good for him!
customer will have to Customer issue quickly
wait for an available fixed by a nearby
field technician. technician guided by AR.

Issue

Call Service
Request
I’ll send
an expert

Appointment Find Nearby

Technician
Knock!!
Knock!!
I’ll be there
in 10 min.
Dispatch Visit

AR Guided
Repair Repair

$$$$ $$

Potential Scenario
Even if there are no qualified technicians, the customers expect a quick fix in real-time. Augmented reality
video communications platforms like SightCall are making that possible. Here is a potential scenario:
− A service technician receives a notification about a potential job on a mobile device.
− Should the technician accept the job, detailed client information and device history is provided.
− While on site, the technician runs into a problem that needs some more specialized expertise.
− The technician opens the SightCall app and clicks on assist in the dropdown menu.
− A screen appears, and the technician can point the mobile device at the machine in need of repair.
− The offsite expert can see what the technician shows, zoom, pause the video, make notes on the image
and circle/underline parts of the image to guide the technician who can follow live instructions dis-
played on his phone to resolve the issue.
This information can then be archived and uploaded to a knowledge base for use on future service calls.

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 White Paper: Augmented Reality – a Critical Component To Field Service Excellence

4b. Benefits of Combining AR and Crowd Services

Augmented reality has proven effective at improving performance across the board
for field service companies implementing it. These companies have reported:
Companies using − Quick response and increase first-time-fix rate: constant access to expert
AR solutions are insight not only promises that a problem can be resolved during one visit, it also
experiencing a almost ensures that the job is done correctly the first time. In fact a study
showed that companies using AR solutions are experiencing a 7.2% increase in
7.2% first-time-fixes while companies not employing the technology are experiencing
a 1.7% decline*.
increase in first-time-
fix rate − Improved efficiency/use of resources: Compared with 28% fleet utilization
by companies not employing AR, companies implementing the technology have
8.2% reported 50% fleet utilization*.
decrease in time to − Reduced costs: On top of the improved first-time-fix rate, an 8.2% decrease in
complete a job the amount of time it takes to complete a job and an increase of 5.6% in worker
productivity, are contributing to a 3.8% year-over-year increase in revenue*.
5.6%
increase in worker − Access to centralized knowledge: This not only makes it possible for less
productivity experienced service technicians to perform complex tasks, it also means that
technicians can access the latest instruction manuals while onsite, and can also
3.8% review parts inventory in real-time*.
year-over-year − Customer self-service: The integration of an augmented reality interface can
increase in revenue do more than facilitate the service technician’s tasks. It can help customers help
Source: Aberdeen Group 2017 themselves. With AR tools, customers can turn to offsite service technicians to
handle issues that might otherwise be difficult to solve without someone on site.
This not only saves resources – time and money. It also ensures that a customers
issues are addressed immediately.

5. Conclusion
Studies have shown that companies not transitioning to these forms of technologies
are experiencing significant dips in their performance across valuable metrics like
speed, revenue, productivity, and most importantly, customer satisfaction. The ques-
tion is no longer whether or not to adopt the technologies which will be powering the
future of field services, the question is how long a company can afford to wait to make
this necessary transition.

* Augmented Reality: Far from a gimmick when it comes to field service,

Aberdeen Group, September 2017

Coresystems
CH: +41 56 500 22 44
DE: +49 761 887 95 777
USA: +1 (415) 887-1944
www.coresystems.net
About Coresystems
Coresystems is a leading provider of mobile and cloud-based field service and
workforce management software for mid-sized and large enterprises’ field service
organizations. Since Coresystems’ founding in 2006, more than 190,000 users
across the world have utilized Coresystems’ innovative, real-time field service
management software to improve their business and field service processes.
Coresystems has also pioneered “crowd service” – which allows customers to
leverage an Uber-like platform to find available field service technicians in real-
time. Coresystems is headquartered in Switzerland with international offices in
San Francisco, Miami, Berlin, Freiburg, Shanghai, São Paulo and London.

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