- Real time communication. With See-What-I-See sessions, remote experts guide the Ford technician with clear instructions in real time.
- Instant access to knowledge and guidance. Formerly analogue processes are digitalized, giving technicians immediate access to knowledge, and helping them to increase first-time fix rates quickly and efficiently.
- Augmented field of view. TeamViewer Frontline augments the technician’s field of view offering tailor-made features to troubleshoot repairs including AR pointers and markers, as well as document sharing and more.
With TeamViewer Frontline augmented reality software at both ends of the conversation, the FSE can contact the technician to start a remote See-What-I-See (SWIS) session through a pair of smart glasses worn by the technician, or through a smart phone. The wearable device will display relevant information in real time such as images, diagrams, and most importantly 3D markers shared from the FSE’s device. The camera enables the remote expert to see exactly what the technician is seeing. Throughout the session, the remote expert guides the technician, giving verbal instructions or even directing the technician’s camera to zoom in, to record, to freeze frame, to share its screen, and to trigger the flashlight to illuminate whatever the technician’s camera is showing.
The onboarding process for the dealers is seamlessly structured and led by TeamViewer’s system integration partner Tech Mahindra that also supports initial training, device configuration, and after-sales service. The dealerships receive the ready-to-use SWIS packages via mail, containing the hardware, pre-set with the Frontline solution for remote assistance. The technicians only need to connect the smart glasses to the local Wi-Fi and SWIS is ready to aid them in diagnosing vehicle owner concerns.
On the administration side, Ford leverages information provided by the Frontline software, such as call history and relevant media shared and created, to ensure correct data when referencing cases. A seamless integration within Ford’s own dashboards allows for real-time insights on the usage of SWIS, making it easier to evaluate how to effectively use SWIS.