An American manufacturer of medium and heavy-duty trucks.
The manufacturer’s inability to provide top notch after sales experience to its clients was hurting the business. The quality and turnaround time (TAT) of the service delivered by the channel partners wasn’t satisfactory and this had the potential to hit sales and market share.
The service delivery team lacked the skills to solve the problems. The high frequency of incorrect diagnoses, which led to inflated TaT, was eroding customer loyalty, and the company's sales and market share.
Birlasoft’s proprietary augmented reality (AR) backed collaboration solution (WorkWearTM) helped the client provide expert guidance in real-time. Smart Glass, mounted on the service agents' safety helmet, allowed them to initiate a “see what I see” video session with voice talk. The expert technician would guide the service agent, fetch schematics, annotates and share with service engineer in real-time. This helped the service agent perform tasks as per the heads-up checklist and record a video or capture a picture as a proof of completion.