A need to reduce misinterpretations
Significant improvements in first-time fix rates
TABS' use of XMReality software has positively impacted first-time fix rates for ITC personnel. Darryl also implemented XMReality for TABS' Regional Specialists, who frequently traveled to be on-site to troubleshoot complex issues. By using XMReality, a Specialist can now resolve problems remotely, allowing TABS to provide sustainable and cost-efficient customer support.
- When describing to the technician, this is almost as good as standing beside them troubleshooting. It encourages the technician to follow the steps you are suggesting
Regional Specialist at TABS using XMReality
Positive ROI within six months
Within six months, the cost of adding XMReality into TABS' toolbox has been recovered by reduced operational costs. Darryl initially planned to deploy XMReality to the ITC agents and ATSG. However, TABS quickly expanded the use of XMReality remote visual assistance software to their regional Specialists who work directly with the dealers. The improved service has led to technicians proactively requesting to use "the [XMReality] video tool" when contacting ITC, showing that XMReality software has become a valuable and essential tool in TABS' toolbox.
Jeff Smith, Manager ATSG Senior Technical Specialist, who has led the implementation of XMReality, concludes that the tool is very much appreciated, especially by ITC technicians who spend a large part of their day supporting field technicians over the phone. Using XMReality has made it much easier to grasp the issue quickly and helps overcome language barriers using visual cues. Jeff points out that the ease of use of XMReality has been imperative for a successful rollout.
- I come back to the ease of use. If it wasn’t easy to use they [the agents] wouldn’t use it. That makes it so easy!
Jeff Smith, Senior Technical Specialist
Documentation capability during a call
Another benefit of XMReality for TABS is the documentation capability during a call. By recording troubleshooting of issues, TABS can recreate the entire scenario in their central lab for further investigation. The comprehensive documentation available after an XMReality call and the recreated scenario are shared with their Japanese headquarters research team for further investigation and global collaboration.
It also allows the call to be documented in real time, reducing the field technician's administrative workload by eliminating the need to compile reports after the service call for transmission back to the support center.
XMReality has been a valuable tool for TABS in improving its technical support. The software has helped to reduce response times, improve first-time fix rates, minimize miscommunication, and save money. TABS is confident that XMReality will continue to play a critical role in its technical support strategy for years to come.