Covid-19 affected client influences swift deployment of Merged Reality remote assistance solution.
A software solution using Merged-Reality (MR) has been made available by IFS after a customer affected by the impact of Covid-19 required a remote solution to remain operating.
Impact of Pandemic on the Field Service Sector
The technology's route to market came in record time following a request from one of IFS' long-standing customers, Munters, who had been monitoring the spread of the outbreak.
At the beginning of March and with the knock-on effect of global travel restrictions soon to take hold, the global supplier of sustainable air-treatment solutions, realised a solution would be required if service tasks were to continue.
“Our President Peter is in Italy, and as Coronavirus began to spread, he saw the immediate need to leverage remote assistance to help support both our field and manufacturing operations,” says Roel Rentmeesters, Munters Director of Global Customer Service. “By the beginning of March, it became urgent for us to get this technology in place to continue to be able to serve our customers and support our manufacturing operations.”
Rentmeesters contacted IFS on 6 March and the company were training staff six days later on the technology.
Currently, the firm are expanding the use of the technology to more than 200 users globally, which it hopes to complete within a fortnight.
IFS Remote Assistance utilises MR technology to create a real-life situational context that engineers can share with appropriate product experts operating remotely.
The solution blends to real-time video streams into an interactive environment for mobile devices. The app also includes, telestration, document sharing, three-party calls, screen capture, recording, call tagging and satisfaction surveys.
- Find out more about IFS' remote assistance solutions @ https://www.ifs.com/corp/solutions/service-management/remote-assistance/
- Read a detailed overview of this case study @ https://blog.ifs.com/2020/03/munters-rolls-out-ifs-remote-assistance/