Volvo Construction Equipment is providing a live augmented reality (AR) video feed that enables dealer field technicians to connect directly via a mobile phone to their back office product specialists, as well as Volvo product experts and engineers.
The quarrying and construction equipment manufacturer says the feed will enable potential machine issues to be resolved faster than before.
The system works via a Real-time Tech Support app on the field technician’s mobile phone that can initiate an interactive video call with their dealer back office staff and invite a Volvo product expert and engineer, if required, to provide more expertise in diagnosing and resolving an issue.
Volvo CE says the augmented reality technology allows all parties involved to see exactly what the field technician sees and point to components on the screen. Furthermore, these calls can be recorded and saved for reference in case further investigation is required.
Aram Ibrahim, head of uptime support at Volvo CE, said: “In the past, when a field technician needed more help to diagnose and fix an issue, they might take some photos, go back to the dealership and talk to colleagues or a arrange a call with the Volvo product support team. This could result in multiple visits to the jobsite and frustrating downtime for the customer.”
He added that up to four people can all see and discuss the same component, point to certain things on the screen, make suggestions to try and resolve any technical issues and see the behaviour of the machine in real time. “We speed up fault tracing, minimize travel and get the machine back on the job much sooner,” said Ibrahim.
The system is being offered to Volvo CE dealer field technicians across Europe, the Middle East, Africa and Oceania.
Volvo CE says it is committed to close and efficient collaboration with its dealers as one extended enterprise. Over the last few years the manufacturer has implemented a common case handling system, and it says this has significantly improved dealer service technicians’ access to information and support and resulted in more vital feedback reaching Volvo R&D teams.
