Field service management has already progressed with Generative AI for AI automation and virtual reality (VR) for safety training. There is one more potentially breakthrough technology application waiting to get mainstream — augmented reality or AR
In this blog, we will explain to you how field service businesses can adopt AR for their field service scheduling and operations.
How does AR-enabled field service management software work?
It is possible to integrate specialized augmented reality tools into your existing field service management software.
Simply put – AR devices are hardware like glasses, AR headsets, tablets, or smartphones equipped with AR capabilities. These devices display digital information overlaid on the physical environment.
Let’s consider an example of applying AR technology for on-site inspections, here’s how it would work:
- Upon arrival, technicians use AR devices to scan and identify the equipment.
- The AR system overlays digital information, such as schematics, component labels, and real-time sensor data, onto the equipment.
- This information helps technicians quickly assess the situation and diagnose issues.
Thus, AR makes it much easier to identify issues by having virtual help which makes them less dependent on documentation.
An example of how Siemens uses AR in field service management for its clients — Porsche
Several companies have already started leveraging AR in their field service operations with remarkable success. For example, global giants like Siemens and Porsche use AR to assist their field service technicians.
Siemens has implemented AR for Porsche to provide remote support to its field technicians, allowing experts to guide them through complex repairs from anywhere in the world. They also need not manually go through documentation. This has reduced the need for expert travel, saving time and costs, and has improved the efficiency of repairs.
4 applications of AR in field service management app for field service operations
Here are three practical AR + field service management software use cases you can explore:
1. AR and FSM app for predictive maintenance
By integrating AR with Internet of Things (IoT) sensors, field service management software can provide technicians with real-time data on the condition of equipment. AR can visualize this data, showing potential issues before they lead to failures.
For example, a technician could use an AR headset to see a thermal image of a machine, identifying hotspots that indicate wear or impending failure. This allows for proactive maintenance, reducing unplanned downtime and extending the life of the equipment.
2. Remote Expert Assistance
AR also makes it possible to use remote field service assistance to save time and costs for experts to travel. It is a more immersive solution than mere phone or video calls.
For example, if the technician encounters a complex issue, they can initiate a remote assistance session through the AR device. A remote expert views the technician’s live feed, uses AR annotations to highlight specific parts, and guides to ensure the repair is completed correctly.
3. Verification and Quality Control
It is possible to integrate AR with a field service management app, technicians can ensure that repairs and maintenance tasks meet high standards, reducing errors and improving customer satisfaction.
Let’s consider pre-verification preparation – the field service management app will contain detailed job documentation, including repair history, schematics, and technical specifications. Then, relevant AR content, such as checklists, 3D models, and diagnostic tools, is loaded onto the AR device before the technician starts the verification process.
It can also help in customer reporting, where the technician can use the AR device to explain the verification results to the customer. This provides a transparent view of the work done. Customers can then sign off on the job through the app.
4. Guided Repair Process
Once the field service scheduling is done by the field service management app, one can help prepare the assigned worker for the job. Before heading to the site, technicians can review AR-enabled instructional content related to the job.
It can further guide them through the job – for example, the AR device can provide interactive, step-by-step repair instructions, including 3D animations and visual cues. AR overlays can help identify specific components and show how to perform tasks correctly.
