Why Augmented Reality Is the Future of Field Services

Solve field techs’ pain points with heads-up access to the information they need.

In the last decade, field services have transformed from digital processes replacing manual paper-based workflows to sophisticated technology enabling better communication and real-time data access for technicians. As customer demands and new technology evolve, business leaders are evaluating solutions that provide even greater access to data and information to help field techs do their jobs better. Augmented reality (AR) is one solution that savvy technology solutions providers (TSPs) are implementing to give organizations a competitive edge.

What is AR?

Augmented reality is the digital overlaying of computer-generated content onto the real world to create an interactive experience for the user. Some of the most well-known AR solutions are heads-up displays (HUDs) built into automotive vehicles and smartphone games that bring computer images to real-world surroundings.  

Augmented reality within industry applications is on a fast track for growth. In 2017, only 60 percent of businesses with field service teams were evaluating AR solutions, compared to 80 percent in 2021. Additionally, Market Research Future predicts that by the end of 2030, the augmented reality market will reach USD 461.25 billion. The bottom line is that TSPs need to invest in helping their field services organizations transition to AR-based applications or risk them being left behind and becoming irrelevant in their markets.

How to Make AR Work for Field Services

While deploying AR for field services seems the logical choice in theory, there are challenges to overcome in practice. TSPs can show their value by helping field services leaders understand how to mitigate these challenges with solution features to make AR for field services work for their applications, such as:

• Component Content Management System (CCMS) is Crucial

One centralized management system for structured content — information broken down and stored as reusable topic-based chunks known as components instead of in large formatted documents like PDFs – adds usability and efficiency. It enables the correct information to be quickly delivered to technicians and easily updated as products, step-by-step instructions, and documentation change.

• Searchable Tags for Structured Content

A key advantage to structured content is that it can be tagged for detailed filtering so that technicians can find the exact information they need when they need it without having to navigate through irrelevant pages of lengthy manuals or irrelevant search results.

• Offline Capabilities

Field services leaders understand that technicians don’t always have internet connectivity. When deploying augmented reality for service applications, the CCMS must have offline capabilities to push information to the AR platform regardless of connectivity status.

• Device Compatibility

A CCMS is not tied to a particular mode of presentation, i.e., file type–for the structured content it pushes to AR platforms. Therefore, technicians can use any portable device with a camera, whether a mobile phone, rugged tablet, or wearable, to view any content.

Benefits of AR in Field Service

The AR solutions you provide will deliver ROI to your customers in several ways:

• Reduce Training Time and Costs

Augmented reality helps facilitate real-time knowledge transfer between less experienced technicians and masters. Training can occur more safely, with better product visualizations, and happen anywhere with a secure internet connection.

• Provide Real-time Communication

Technicians have access to real-time communication that helps them diagnose and fix problems faster and at less cost. Whether using augmented reality to “see the problem” remotely or to troubleshoot a difficult solution, technicians are more connected than ever to the knowledge and information that helps solve issues optimally.  

• Enable Access to Experts

Technicians facing more challenging situations can receive assistance from a subject matter expert in real time. This enables efficient collaborations, resulting in fewer site visits and decreasing costs.

• Enhance Customer Experiences

Consumers demand convenient experiences. Augmented reality increases first-time fix rates and reduces resolution times, significantly enhancing the customer experience and increasing the consumer’s perception of convenience. This also aids in customer retention rates and the reputation of the field services organization.

TSPs and AR

The key takeaway on augmented reality for TSPs is that AR has the potential to solve field service organizations’ pain points.

Take the time to educate yourself on how to successfully deploy AR and the benefits augmented reality will provide your clients. Form partnerships to deliver total solutions from IT hardware to content management, storage, backup, and security so that your clients are relevant competitors in the future of field services.