The energy industry is finding it difficult to recruit technicians with the experience required to be able to perform complex cases and infrequent assignments, which are becoming more and more numerous. New and more unique cases require specialist knowledge. The experts that exist are simply not enough.

But there's a clever solution to the problem: remote support with new digital tools – we call it Remote Guidance.

Remote Guidance makes it easy for the client to show what it looks like on-site with the mobile phone and to be guided visually by a technician. The first visit can be replaced by a digital call and if the error is easy to fix, the customer can often do it himself. This makes a lot of on-site customer visits superfluous.

But not least, junior technicians can get support from an experienced technician in a whole new way and thus perform more assignments in the field. In other words, an employee's skills can be useful in many places during the same day, regardless of distance.

How does it work?

In concrete terms, Remote Guidance works so that a link is sent to the customer, or you can connect to another field technician. When the recipient clicks on the link, a call is started where both parties to the conversation see the same thing in real-time: what is filmed with the recipient's mobile camera. Through Augmented Reality, AR (or augmented reality), the expert can point, pause the video and draw or use their hands to instruct the other person. Remote Guidance works with regular mobile devices, but also smart glasses or so-called point pads where you then get both hands free for work.

We can take an example: if a tenant-owner association reports that they do have a problem with a district heating substation, it may take a few days before a technician can be on-site for an initial analysis. Perhaps a follow-up visit is required where the technician brings the necessary tools and equipment. The association can then be offered an upgrade of its service agreement so that it includes Remote Guidance. If they choose this agreement, an initial assessment of the cause of the error and possible measures can be made as early as tomorrow through a Remote Guidance call.

Make digital case management even more efficient

Our solution Remote Guidance is an integration of a Swedish AR platform from XM Reality. They have measured almost twice the fault resolution rate compared to regular remote support, three times as effective technical support and halved problem resolution time. In other words, it is a powerful complement to our case management system.

To summarize the benefits of Remote Guidance:

Better use of resources. More cases can be carried out with the same resources, i.e. because existing expertise can even be used in more places, and partly because more of them can be handled by the customer or by less experienced technicians.

The faster learning curve for inexperienced technicians. Direct support means that more people can get "on-the-job training" and video recordings from previous guided tours can be used as training material.

Shorter lead time and faster execution. A Remote Guidance call with the customer can be taken earlier than if a technician has to be on-site, and can ensure that the right things are brought on a first visit. And work is faster with visual instructions from an experienced employee where and when they are needed.

Better quality. This is due to a reduced risk of incorrect diagnoses or incorrectly performed work that requires return visits.

Safer fieldwork. Personal guidance and having contact with an employee during the execution is security in unsafe environments or when there is a risk of occupational injuries.

Better customer experience. A natural consequence of faster action and fewer visits, not least return visits.

Happier employees. Technicians can try new types of tickets and develop their skills faster when they can get support from an experienced employee in real-time.