Tech Live Look con­nects deal­ers with ex­perts

911 Porsche World - - News And Views -

Porsche Cars North Amer­ica is adopt­ing so-called aug­mented re­al­ity tech­nol­ogy in its ser­vice cen­tres in the USA. The tech­nol­ogy is de­signed to im­prove ser­vice qual­ity and ex­per­tise.

The tech com­bines light­weight smart glasses with a soft­ware plat­form pro­vided by Atheer Inc. The glasses in­clude high res­o­lu­tion pro­jec­tion tech, an aut­o­fo­cus cam­era and a pow­er­ful LED light. Tech­ni­cians in the ser­vice cen­tres don the specs and then con­nect to Porsche's At­lanta, Ge­or­gia based tech­ni­cal team. The sup­port team can then see ex­actly what the tech­ni­cian is see­ing in real time.

Porsche says the sys­tem al­lows both par­ties to quickly iden­tify and re­solve tech­ni­cal is­sues. It can also help de­crease prob­lem res­o­lu­tion time by up to 40 per cent, based on the find­ings of a pi­lot pro­gram un­der­taken in July 2017 at eight Porsche deal­er­ships in Cal­i­for­nia, Flor­ida, In­di­ana, New Jer­sey and Wash­ing­ton, along with one in Canada.

Tech Live Look, as it's known, can do much more than just pro­vide real-time video ca­pa­bil­ity. It also al­lows the tech­ni­cal sup­port team to take screen shots or send tech­ni­cal bul­letins and in­struc­tions onto the pro­jec­tion sur­face of the glasses while the ser­vice tech­ni­cian is work­ing on the ve­hi­cle. Porsche says this type of in­for­ma­tion ex­change is far more ef­fi­cient than send­ing emails and pho­tos or ex­plain­ing com­plex tech­ni­cal is­sues over the phone.

“Our main goal is to pro­vide a bet­ter over­all ex­pe­ri­ence for our cus­tomers. Tech Live Look al­lows us to be more ef­fi­cient and helps get ve­hi­cles back in the hands of our cus­tomers faster, all while still de­liv­er­ing ex­cep­tional ser­vice qual­ity” ex­plained Klaus Zellmer, Pres­i­dent and CEO of PCNA.

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