At Novatech, delivering fast and reliable service has always been a priority. As a provider of tailored IT, print, cloud, and security solutions across the southern and midwestern United States, their team often faces the challenge of resolving issues quickly, without having to send a technician on-site for every problem.
Before implementing XMReality, Novatech relied heavily on phone calls, emailed photos, and occasionally FaceTime to help customers troubleshoot. While these methods sometimes worked, they rarely gave technicians the clarity they needed. Minor issues that could have been fixed in minutes often escalated into full technician dispatches, causing longer downtime for customers, higher costs for Novatech, and avoidable delays in installations.
The impact was felt on several levels:
Customer downtime: Even simple fixes could stretch into hours or days while waiting for a technician.
Operational costs: Dispatching technicians for minor issues drove up service costs unnecessarily.
Installation delays: Without a clear view of customer environments in advance, installations often took longer than planned.
In January 2024, Novatech adopted XMReality which transformed the way their support team assists customers. With XMReality, technicians can instantly see what the customer sees in real time, guide them through fixes using live video and on-screen annotations, and even record troubleshooting sessions to prepare field staff before they arrive. For customers, it’s seamless - no downloads or technical know-how required.
This new approach allows Novatech to resolve many issues remotely, from clearing a printer jam to reconnecting a cable or identifying a hardware fault. The impact has been substantial: hundreds of unnecessary truck rollouts avoided in the first year alone, faster installations thanks to site assessments done virtually, and dramatically reduced downtime for customers.
“XMReality has been a game changer for our operations,” says Alexander Geist, Remote Services Manager at Novatech. “Its intuitive interface and live annotation features make even the most complicated instructions easy to convey and understand. Not only has XMReality streamlined our processes, but it’s also provided a significant impact by reducing time and costs associated with on-site visits. XMReality has become an indispensable tool in our daily operations.”
By using XMReality, Novatech now resolves many issues remotely. In fact, about half of the calls handled with XMReality prevent a truck from being dispatched. Over the course of the last year, this has added up to hundreds of avoided truck rollouts. With an average cost of around $500 per rollout, and an estimated 200 avoided truck rolls, Novatech saved approximately $100,000 in a single year.
The return on investment? Novatech achieved payback within just the first few weeks of using XMReality.
Beyond cost savings, Novatech also reports faster installations, thanks to the ability to visually assess customer sites before delivery, and reduced downtime, as many issues can now be resolved remotely in minutes instead of hours or days.
Looking Ahead
By embedding XMReality into their daily workflows, Novatech has transformed the way they deliver support. Customers get faster, more effective solutions, and technicians are empowered to work smarter, not harder. For Novatech, XMReality isn’t just a tool, it’s a new way of keeping their promise of fast, reliable, and friendly service.
Want to see directly from Novatech how they’re using XMReality? Check out the video below to see how remote support is helping their team deliver faster support.
Read more about Novatech on their website: https://novatech.net/