Remote Expert Technology Must Be Deployed Enterprise-Wide

A wide range of findings were included in the report, revealing leadership attitudes about AR, such as business needs and benefits, important capabilities, pace of adoption, expected investments, and challenges.

Key results from the survey include:

• 56% of participants reported growing AR applications, with 10% fully integrated
• 60% of organisations anticipate increasing AR investments at a significant rate
• From 2019 to 2020, Librestream saw customer AR license grow by 838%
• Over 40% of respondents said that the most important remote assistance features of AR are: device-agnostic software, low-bandwidth features, diagnostic tool support, and usage statistic analytics
• 45% of organisations associate AR as a selling point in third-party contractor negotiations
• 40% associate AR with improved technician productivity
• 38% associate AR with improved cost savings and ROI
• 37% associate AR with improved worker safety
• 34% associate AR with shorter training timelines

Jereme Pitts, COO of Librestream, is quoted to have said that despite remote assistance technology not being new, organisations are no longer using these tools for simple communication. Instead, they are harnessing the full power of AR-enables remote assistance platforms. This enhances service ROI, improves productivity, and even creates new revenue streams. The results demonstrate that AR should be deployed on an “enterprise-wide basis be executives”.

However, the most challenging factors of developing an AR strategy are perceived as follows:

• 53% consider collecting and implementing technician feedback to be the biggest challenge
• 50% consider managing the scaling of technology after a pilot
• 45% consider change management and training

Digital Content and Research Manager of WBR, Chris Rand, has stated that the results show the importance that organisations are acknowledging of AR integration into field services. The technology is being adopted at a fast rate, to solve a range of requirements.

The survey was carried out by WBR and commissioned by Librestream, and consisted of phone interviews with 100 US service organisation leaders in industries including:

• Manufacturing
• Energy
• Medical
• Automotive
• Aerospace
• Heavy equipment

Read the full article here, and download the full survey results here.