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Visual augmented reality platform helps organisations digitally transform support experience

Xerox Holdings Corporation has expanded its growing software portfolio with the acquisition of CareAR, an augmented reality support platform company that provides real-time access to expertise for customers, employees, and field workers.

According to the company, CareAR software will help remote agents and experts to virtually see the situation and visually guide a solution using a suite of augmented reality tools via desktop, mobile, and smart glass devices.

Expressing happiness over the acquisition, Xerox President and Chief Operating Officer Steve Bandrowczak said the company’s software solutions address some of the biggest needs for customers – content management, digital transformation and personalised communications.

End-to-end approach

“And now we’ve added enterprise augmented reality. By combining DocuShare, XMPie and CareAR, we have a Software business that can together and apart support a wide range of clients’ needs,” said Steve Bandrowczak.

This expanded Software business will be led by Sam Waicberg, vice president and general manager of Digital Services for Xerox and former CareAR Co-founder and CEO prior to acquisition.

CareAR’s platform seamlessly integrates with workflow leader ServiceNow, ensuring an end-to-end approach to work orders, cases and incidents for full visibility and better troubleshooting.

ServiceNow Vice President of Customer Workflow Product Management Michael Ramsey said CareAR’s augmented reality software, which is integrated and certified with ServiceNow, helps customers remotely view and solve service issues.

“Xerox’s acquisition of this technology can help drive further opportunities to modernise field service, customer support and IT services leveraging the power of the Now Platform and CareAR,” said Michael Ramsey.

CareAR points out that one-third of field service on-site calls require remote expert assistance to resolve issues but cannot effectively communicate the context of the situation. This causes delays, creating negative customer perception while risking loyalty and retention. Equipment downtime can be costly, running organisations between $300,000 and $5 million per hour, depending on the company’s size.

Support workflow

Today, ServiceNow is collaborating with Deloitte to integrate the CareAR platform for ServiceNow into the operations service systems and support workflows for joint clients.

Deloitte Consulting LLP Principal Asish Ramchandran said Xerox’s CareAR augmented reality platform provides us an ability to extend the company’s market-leading, industry-focused ServiceNow offerings.

“CareAR represents the next mile in the digital transformation journey of organisations, and together we have the ability to deliver next-generation solutions that drive greater outcomes and value for our collective clients,” said Ashish Ramachandran.

Xerox has launched CareAR, the latest addition to a series of solutions to provide digital transformation tools to customers. These include automation and centralisation solutions like DocuShare, a content management platform providing robust tools to automate processes and support cloud-enabled digital transformation; and XMPie, a flexible technology that allows customisation and personalisation of assets across customer touchpoints, both online and offline, for full marketing campaign integration.

In acknowledgement of the acquisition, CareAR is offering a free trial, found here: CareAR Trial. Offer valid starting January 28, 2021.

CareAR™

Live visual assistance and guidance for remotely seeing and solving issues, anywhere. CareAR™ enables service teams anywhere to instantly provide remote visual AR support for their customers, employees and field workers. Enable access to remote experts or agents to deflect costly dispatches and reduce time-sensitive resolutions, while fostering safety.

Benefits

Faster Time to Resolution: Gain instant visual context – spend time solving the problem versus assessing the situation

Higher First-Time Fix Rates: Annotation suite of tools for more effective guidance and accurate resolution

Knowledge Transfer: Reduce your skills gap and make experts accessible to more junior field resources or contractors

Deflect Costly Dispatches: Increase remote resolutions and decrease unneeded dispatches through visual assistance and guidance

Customer Experience: Elevate your customers’ experience and NPS through unmatched quality, service, and capabilities

Integrated Into the ServiceNow Platform: Customer Service, Field Service, IT Service Management (CSM, FSM, ITSM), Knowledge Base for easy workflow and application integration

Features

Enterprise Cloud Platform With Embeddable APIs: Built for scale on a global infrastructure and for easy integration with our embeddable API’s

Scalable HD Video and Audio Collaboration: Designed for crisp video, audio, doc sharing quality while resilient across low latency and challenged “field based” networks

Augmented Reality 3D Spatial Mapping: Our patented technology detects and interacts with 3D objects and their spaces for anchoring, persistence, and occlusion.

Augmented Reality Suite of Tools: Comprehensive tools for remote service teams to accurately annotate, guide and instruct as if actually on-site

1-Click Create and Capture Content: Create, capture, and save images and video recording from live service sessions auto into service tickets and knowledge base with 1-click

Wide Supported Devices: Desktop Mac and Windows, mobile devices iOS and Android, and Smart Glasses

Enterprise AR Analytics and Dashboard: Tag and track teams, content, interactions, usage, and location data in order to manage and measure critical KPI’s

ServiceNow Pre-Built and Certified: Integrate and extend AR for ServiceNow digital workflows with Field Service, Customer Service, and IT Service Management

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