Guest Column | May 16, 2022

Utilizing AR To Support A Densely Populated Install Based

By Michael Blumberg, Blumberg Advisory Group

Field Service AR ROI

Field Service Organizations (FSOs) face many challenges in supporting a densely populated install base. Augmented Reality (AR) is an optimal tool that provides various solutions to face these challenges.

When you have a densely populated installed base, you will have unique struggles. AR provides critical support needed to ensure successful outcomes no matter what issues arise. Here are a few areas where AR optimizes positive results.

  • Highly experienced repair personnel
  • High services call volumes
  • High turnover of service employees due to retirement or resignation
  • All service staff needs specific, detailed, consistent training on new and rarely serviced products

Examples & Challenges Of A Densely Populated Install Based

The challenges that can arise from supporting a densely populated install based can come from a knowledge, training, and performance perspective. Typically, the larger install bases have a high concentration of experienced and skilled staff members who know their customers and products.

One of the main challenges occurs when the experienced staff members leave a business, and new employees come on board. The challenge is making sure that the new employees have the same depth and understanding of the products/equipment, services, and customers that those leaving had.

Another common challenge is that the more equipment that requires support, the more information is required to provide an all-inclusive training experience. The training would have to be comprehensive and encompass every aspect of the product line to maximize efficiency. This can prove to be a difficult and highly complex task for a company without the assistance of AR.

Common Reasons For Hesitancy

AR is a superior business tool because it’s flexible, economical, and easy to use. However, one of the most common reasons people are hesitant to implement AR is that the success rate of digital transformations (DX) is low. However, AR has a better performance history. AR users can experience up to 35% Improvement in the first-time fix rates after implementation.

Some service leaders are reluctant to implement AR because they don’t want to cause upset within their company. This view is especially true if service leaders are experiencing aging employees retiring or other essential service staff resigning and changing jobs. This situation can already be a very hectic time for the business, and the fear is that implementing a new tool such as AR can cause confusion or upset among staff.

Businesses fail to realize that these key employees are often resigning or changing companies because of burnout. One of the most common reasons people leave their service job for another is that they feel overwhelmed and overworked.

Ironically, business leaders often try to refrain from implementing new tools like AR because they fear that their employees will see this as a new challenge or become offended that they are not doing their job well enough. One of the common causes of burnout is that employees do not have the tools they need to do their job faster and more efficiently. As a rule of thumb, companies should never hold back improvements because of a fear of failing or employees not embracing new technology.

Perhaps the most crucial aspect of implementing AR is that it can improve technician efficiency and customer satisfaction. It does this without adding any more stress on the technician. This benefit makes A for morale and the technician’s mental health.

 AR: Your Tool For Success

Technician morale and customer satisfaction go together. If the customers are happy, then the technicians are happy. Technicians are less apprehensive toward new technology when provided with the proper presentation, orientation, and onboarding 

It is vital to express the positives of AR as a successful tool for supporting a densely populated installed base when rolling it out to your technicians. For instance, inform your staff before implementation about the following:

  • AR is not a replacement or substitute for on-site technicians
  • AR facilitates remote support fixes more efficiently, allowing employees to be less stressed and ultimately more productive
  • Technicians in other companies that support high-volume service requests appreciate AR
  • AR reduces job stress and anxiety, which improves the mental health of service personnel

Embracing AR For A Successful Future

The fact is that the larger the installed base, the more areas there are that require additional, solid support. With this impressive tool, you can enhance technician efficiency by closing the skills gap using remote visual assistance. You also can enable your IT staff to improve overall employee productivity and uptime by resolving many incidents remotely.

There are so many unique features that benefit the field service industry. AR’s experience supporting customers and technicians alike makes it one of the most effective platforms for improving field service and guiding businesses through their digital transformation journey.

If you want to improve staff morale and reduce stress on your service technicians, AR is a perfect business solution. If enhancing customer satisfaction and boosting productivity is a goal for your densely populated installed base, you owe it to your company to learn about the countless benefits of implementing Augmented Reality. To learn more about the benefits of deploying AR in support of a densely populated installed base, download our FREE whitepaper today.

About The Author

Michael Blumberg is President of Blumberg Advisory Group, the leading research and consulting firm in the Field Service Industry. Mr. Blumberg is a growth catalyst helping technology service and software solutions providers establish market preeminence through a laser focus on thought leadership, operational excellence, and customer experience. He is a prolific author and frequent speaker at industry events and conferences. He is available via email at Michael’s blog is accessible at Follow him on Twitter via @blumberg1.