Chris Lemley

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.