At the same time, there are three major macro trends that are influencing the way of manufacturing and service will be done in the future. First, manufacturing jobs are quickly outpacing the supply of qualified candidates; secondly, more machines are being deployed in remote locations and third, the growing complexity of new technologies. The key KPIs for service teams to deliver high customer satisfaction are on-site visit avoidance and first-time fix. The recent COVID-19 pandemic also demonstrated the enhanced needs of remote work and hence a need for remote support. Simply said, the service teams need to do more work with less resources.
How does it work?
What seems to be an impossible task, can be solved using innovative tools that support service teams in the right way. While most service teams already use traditional Remote Support tools, including Remote Desktop, a new type of solution – Instant Remote Visual Support – emerged recently.
The technology behind Konica Minolta’s solution for Instant Remote Visual Support – AIRe Link – is using the camera on a smartphone, tablet or external camera to stream the video showing the end-user scene to a remote service engineer, complemented by audio communications. Advanced tools for visual navigation, e.g. live pointer in the video or graphical annotation within a snapshot, are used to guide the end-user visually through the process.
The usage of WebRTC protocol enables the Instant Remote Visual Support session to run in the browser for most modern smartphones, so the end-user does not need to install any application or create a user account. He/she only needs to click on the invitation link, typically shared via an SMS. Literary any person in the world can be supported instantly through this innovative Remote Visual Support solution