EXTENDING EXPERTISE
WHEREVER YOU NEED IT.
AR-ENHANCED FIELD SERVICE
Businesses with widespread operations are using 5G-powered augmented reality to maintain and repair systems while minimizing downtime.
EXTENDING EXPERTISE
Challenge and opportunity.
Field service technicians are a lifeline to the systems and services we depend on daily. Sprawling power grids, finely tuned manufacturing facilities, and heavy equipment on construction sites all rely on field service experts to keep work running smoothly. When things break down and support or repairs are needed to avoid expensive delays, getting expert support in as little time as possible becomes a critical business mission.
In the fast-growing renewable energy sector, field technicians help maintain facilities like wind farms and their sophisticated array of turbines, controllers, and communications systems. Equipment inspections and maintenance can take experienced technicians hours or even days of travel and hands-on work at these remote sites. It’s essential to get the job done right—both quickly and correctly.
But hiring and retaining these skilled workers is a challenge, and as experienced technicians retire, that institutional knowledge base shrinks further.
Increasingly, business leaders in energy, manufacturing, and other industries are turning to augmented reality (AR) tools and wireless connectivity to support their field service operations. AR places digital information within a service technician’s field of vision while they conduct hands-on maintenance or repairs.
“Along with efficiency and cost savings, 5G-enabled AR can bridge talent gaps and lower the resolution time in field service by connecting techs with remote experts in real time.”
Christian Egeler, Principal Product Manager at
Share expert knowledge virtually anywhere. Share expert knowledge virtually anywhere.
In the face of turnover, competition for talent, and the need for greater efficiency, 5G-enabled solutions offer scalable and cost-effective approaches to field service.
Business benefits.
Advanced wireless connectivity allows field service technicians to perform tasks with support from specialists who may be miles away. AR-rendering devices with data overlays, like head-mounted AR displays, are especially beneficial for complex tasks. These capabilities can help scale up your organization’s technical know-how and ability to take on more jobs simultaneously.
Greater workforce efficiency.
On-site technicians tap into video feeds and 3D models, following step-by-step guidance from remote experts. This leads to faster resolution, reduced downtime, and fewer callbacks.
Decreased training and development costs.
Workers can tap into experienced technicians’ expertise from anywhere, enabling fast and efficient training. Field teams can record procedures within an AR environment for future reference.
Faster return to productivity.
AR-enhanced maintenance ensures fewer errors, minimizing downtime and return visits. This leads to quicker turnaround, better fix rates, and more satisfied customers.
Key technologies.
AR leverages 5G’s high speed and capacity to access and display rich libraries of digital training content from remote locations.
AR rendering devices and controllers.
Head-mounted displays and other AR devices provide heads-up, hands-free access to digital product manuals and detailed technical information.
AR software and platforms.
AR workflows are coordinated by a content management system. And AR platforms support video conferencing, secure data access, and digital instructions via mobile devices and smart glasses.
AR rendering applications.
Applications running on AR devices enable technicians to visualize virtual models and contextual information.
Enhancing field service across industries.
AR-enhanced field service, enabled by 5G, is particularly impactful in places where machinery, assembly lines, and sophisticated equipment must be available and in top working order.
Manufacturing. Manufacturing.
Unplanned downtime costs an estimated $50 billion annually.2 With 5G, technicians can use AR for digital instructions to quickly diagnose and fix a problem.
Construction. Construction.
5G-enabled AR solutions can help keep up with preventive maintenance, train operators in the proper use of heavy equipment, and highlight safety precautions.
Utilities. Utilities.
Reliable services are essential in the utilities industry. AR-enhanced guidance helps technicians complete inspections and repairs more quickly, accurately, and safely.
Understand the impact.
The business world thrives on reliability, but mission-critical systems can break down or need maintenance—making field service essential to business operations and continuity.
At the same time, the cost of field service is rising—it jumped 7% in one year.3 That’s due to growing labor and parts costs, as well as a skills shortage caused by the retirement of veteran technicians.
30% IMPROVEMENT
IN FIRST-TIME FIX RATES WITH AR IN INDUSTRIAL ENVIRONMENTS 4
AR-enhanced field service helps lower the costs associated with field service work. Senior technicians can use 5G-enabled AR to travel less and collaborate more, with shorter learning curves and faster fixes for those in the field. Repairs can be completed successfully the first time, resulting in fewer return visits.
One field service software company reported that if every technician had the same knowledge and skills as the top 20% of field technicians, service costs would be cut by 21%.3
A global company in the energy industry used 5G-enabled AR to reduce the time needed to train, develop, and collaborate with workers on its oil rigs in the Gulf of Mexico, cutting service times from 12 hours to near-real time.
“With this technology, we can see in real time what’s going on,” said a VP with the energy company. “That was crucial not only for safety reasons, but for security reasons, and to ensure our team members are following our regulations, which are set forth by our board of directors.”
The VP, who was interviewed by a researcher on our behalf, said 5G-enabled AR resulted in safety improvements on its oil rigs. “Safety cannot be based on someone’s opinion anymore,” the VP said. “It has to be based on real-time technology, where my [leadership] can see what’s happening.”
Across industries, the ability to safely respond with guided repair and remote expert assistance can increase reliability and customer satisfaction.
“Our team members can perform the work and read the guidelines simultaneously. You’re reading it and doing it at the same time. It’s a huge benefit.”
Vice President with an energy company
Recommended reading.
Endnotes:
- Gartner, Inc, “Emerging Technologies: Top Use Cases for Enterprise Augmented Reality,” April 9, 2021.
- Emerson, “How Manufacturers Can Achieve Top Quartile Performance,” The Wall Street Journal.
- Aquant, “2023 Service Intelligence Benchmark Report,” BusinessWire, November 18, 2022.
- PTC, “Industrial Augmented Reality,” accessed May 2, 2023.