The use of augmented reality (AR) in field service has increased exponentially during the pandemic as more organizations look to provide service remotely. Pre-COVID-19, Toshiba Global Commerce Solutions (TGCS) was implementing cost-effective solutions for its remote learning programs, incorporating AR capabilities. In this case study, senior leaders from the TGCS Client Services Delivery team and CGS will share how the implementation of Teamwork AR™ has provided field technicians hands-on experience with essential equipment from home or office. The use of AR increased retention, captured service technician performance data from field service management (FSM) applications to improve training engagement and allowed for the seamless updating of training materials and processes when rapid response changes were required. They will also discuss use cases and opportunities for AR in field service as businesses continue to navigate in a post-pandemic environment.
DISH provides TV service to millions of customers nationally. They believe their customer-first approach across the organization is critical to their success. DISH's In-Home Service technicians provide their award-winning on-site experience to their customers daily. Learn about the evolution of DISH's field-service team and how they transformed into a truly customer centric organization
Topics may include:
1. ROUNDTABLE: Embracing Diversity And Inclusion In Your Company Culture
Roy A Dockery, VP of Customer Care, Swisslog Healthcare North America
2. ROUNDTABLE: Knowledge Tools And Training To Improve Customer Engagement
Steven Zannos, Sr. Director, Customer Care, Electroux Major Appliances
3. ROUNDTABLE: Tackling Supply Chain Issues
M. Dave Malenfant, Director, Outreach & Partnerships, Center for Supply Chain Innovation
4.ROUNDTABLE: Leveraging Digital Tools To Augment In-Home Service
Moe Mustafa, Retired VP Field Service, AT&T
- how do you install or repair service while minimizing customer face to face contact
- leveraging digital tools to facilitate interaction
- ensuring safety first in all points of contacts