By 2030, the extended reality market in North America alone will reach a worth $16.65 billion according to some studies. Worldwide, the value of XR solutions is expected to increase at a staggering rate of approximately CAGR of 62.67%. The rapid growth of the XR landscape is mainly due to the discovery of endless new cases in a multitude of different industries.

The field service environment, defined by agility, flexibility, and employees on the move, is uniquely positioned to see the benefits of extended reality.

Used correctly, this technology could be the key to bringing distributed teams together to solve complex problems and improve customer service.

Extended reality in the field service space can also improve the management and management of every member of your team. So how do you build a business case to convince shareholders of the value of field services?

Watch training and education

There are a multitude of potential use cases for extended reality in field services, from augmented reality tools for collaboration to virtual reality for training.

The education and training opportunities offered by the extended reality environment could be extremely useful in an environment like field services.

Many technicians and engineers in this ecosystem must learn to use and maintain a wide range of different complicated tools, which can change and update regularly over time.

With VR systems, companies can teach their employees what it’s like to interact with various machines and devices, in realistic simulations. This can help develop crucial knowledge and skills to make teams more effective in the field.

Training and education tools infused with XR can also help employees improve the way they interact with customers. For example, you can set up training systems that teach employees how to know when it’s a good time to sell a customer.

Consider the changing landscape

A range of industries have recently been impacted by the pandemic and the subsequent increase in digital transformation over the past two years. Field services are no exception to this rule.

Increasingly, enterprises are expanding to support a wider range of customers in distributed environments. These customers are looking for opportunities to access service without necessarily interacting with specialists in person. XR offerings can help field service innovators deliver a wider range of remote services.

With virtual, augmented and mixed reality, a field service employee could guide a customer on how to troubleshoot a machine or fix a problem remotely.

In the future, 5G connectivity and the rise of IoT solutions could mean that we can reduce factory or site visits even further. Staff members may even be able to control technology from anywhere.

Address cost savings

Field services play an important role in delivering excellent customer experiences to consumers in a range of different industries. However, this can be an expensive and resource-consuming process.

Field service professionals must travel to different countries and cities to provide support to customers, which can require significant fuel and vehicle expenses.

With extended reality, you can reduce travel expenses, while finding other opportunities to cut costs.

For example, extended reality training means employees in the field service space don’t have to travel to various locations to learn how to use machines or waste essential materials and resources.

Extended reality tools can also help make staff members more efficient at work. Instant access to information when resolving an issue or getting support from a team member can ensure employees complete their tasks faster, so they can address more customer concerns in a shorter period of time. This improved efficiency means access to endless savings for business owners.

Look at the customer experience

Customer experience is one of the most important considerations for any business leader investing in new technologies. If you can improve customer satisfaction and happiness with the purchases you make for digital transformation, you can guarantee a positive ROI.

We’ve already looked at XR’s opportunity to support more customers remotely through virtual and extended reality. However, there are also a range of other possibilities.

Field service agents can use smart glasses to quickly access information on the go, so they can resolve issues faster and get their customers back up and running as quickly as possible.

Since many field service agents work on tools critical to business performance, this can be critical when trying to meet your SLAs.

According to some studies, remote assistance tools and augmented reality can help improve the customer satisfaction rate of companies by 30%.

With extended reality, employees can even work together to come up with more creative solutions to problems or discover new ways to help customers get the most out of their investments.

Focus on employee experience

Finally, as many companies have begun to recognize in recent years, succeeding in the modern world means investing not just in the customer experience, but in the “total experience”.

This means that brands need to consider the experiences they provide to their employees and users, as well as their target audience. Extended reality tools can be a great investment in enhanced employee experiences, helping them enjoy everything from training to day-to-day work.

Immersive learning and training opportunities are a great way for employees to learn skills in a safe and fun environment, so they can feel more confident and empowered at work. The training you provide can also make your staff more secure in complex environments.

When working in a distributed environment, field service agents can also use virtual and augmented reality to connect with other colleagues and get support from their teams whenever they need it.

The ability to collaborate and access assistance from travel specialists can help make staff members more efficient in their work. At the same time, it ensures that your staff aren’t constantly frustrated with a lack of access to the right support.

XR can be a valuable investment for any field service business, so start building your business case.


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