Improve Field Service Performance with Augmented Reality Software and Smart Glasses

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1 SAP Brief SAP Enterprise Asset Management SAP AR Service Technician Objectives Improve Field Service Performance with Augmented Reality Software and Smart Glasses

2 Reduce workers reliance on cumbersome laptops and tablets Reduce workers reliance on cumbersome laptops and tablets Mobile devices have done a tremendous job of enabling field service technicians and extending enterprise processes but they can only do so much. With a hands-free augmented reality (AR) solution that provides access to visualizations of job-critical information and expert knowledge, your organization s technicians can improve service quality and efficiency. Laptops and tablets offer powerful computing and connectivity on the go but share a common drawback when used in the field they must be held. This is no small matter for technicians who are continuously performing a range of skilled and precise hand tasks. And given the breadth of service these field workers perform, having fast, user-friendly access to a wide range of detailed information is essential. By freeing technicians hands through the use of smart glasses and sophisticated AR software, your organization can empower field workers and significantly improve efficiency, reducing wasted effort, mistakes, and lost time. Now SAP is using cutting-edge technology to make this possible. Through 3D visualizations, voice activation, and real-time access to expert assistance, this solution enables your people in the field to execute service jobs faster and better. 2 / 7

3 Let field technicians work efficiently with hands-free guidance Let field technicians work efficiently with hands-free guidance Enable over-the-shoulder expert assistance The SAP AR Service Technician mobile app was developed through design-thinking workshops to meet needs defined by business stakeholders to improve the effectiveness of field service workers. The software integrates with smart glasses (including camera) and the SAP Work Manager mobile app to provide hands-free guidance that improves field service productivity and efficiency. SAP AR Service Technician empowers users with visualization and modeling functionality, voice-activated commands, and audio note functionality, as well as the ability to call in an expert for virtual over-the-shoulder guidance. SAP 3D Visual Enterprise applications give access to visual renderings and audio for a complete rundown of the information needed to perform the task at hand. Continued on next page View and select parts and see more extensive part information with simple voice commands. 3 / 7

4 Let field technicians work efficiently with hands-free guidance Enable over-the-shoulder expert assistance To get started, technicians simply sync the smart glasses with a tablet or laptop to retrieve all necessary data and any new voice notes from SAP Work Manager. They can scan the QR code the Quick Response 2D matrix bar code and select from a list of procedures. Once the information for the current job is loaded into the smart glasses, workers can navigate the software with voice-activated commands there s no need for swiping or touching a device screen. They can browse 3D visualizations and information including instructions, operational steps, and parts lists. They can drill into details for more information on a specific part, listen to equipment voice notes, and record new voice notes. Browsing through procedure steps is easy using voice commands such as Next, Previous, and Step. For each step, the 3D model of the part or item will animate, and audio and textual instructions can be provided if available in the visual enterprise model. View detailed models of parts provided by SAP 3D Visual Enterprise applications. 4 / 7

5 Enable over-the-shoulder expert assistance Let field technicians work efficiently with hands-free guidance Enable over-the-shoulder expert assistance It s a cliché to say that two heads are better than one when it comes to figuring out a tough challenge, but in this case it applies. Our design-thinking workshops called attention to how important it is for field technicians to have access to expert advice and guidance when it s needed to answer an unexpected question or assess a unique technical problem. But in the past, actually getting expert advice has often meant scheduling hassles and costly work delays. With SAP AR Service Technician, a field technician can use voice commands to select from a list of available experts and make the call enlisting the help of an expert with a virtual presence and a real-time view of the situation. The expert can see what the technician sees through the camera in the smart glasses, and the technician can see the expert in the smart glasses as if on a video phone call. Listen to, save or delete, and create new voice notes for better project communication. 5 / 7

6 Visualize your business benefits Visualize your business benefits SAP AR Service Technician gives field technicians in your organization hands-free functionality that improves work quality, productivity, and efficiency. Three-dimensional visualizations on the smart glasses display and voice-activated menu navigation and commands provide access to the necessary operational information for completing the work order or procedure correctly from step-by-step instructions to parts lists and images. And because this information is available without the need for screen touches or gestures, work goes faster as skilled hands are kept on the task, not on tablet user interfaces and laptop keyboards. Technicians can listen to audio notes left by other project workers and stakeholders, and leave new audio notes, helping ensure better communication and collaboration. If a difficult or unexpected issue arises, they can resolve it with real-time assistance from an expert virtually connected through the smart glasses camera. Enable your organization s technicians to perform top-notch field service with cutting-edge technology. 6 / 7

7 Objectives Summary The SAP AR Service Technician mobile app frees technician s hands through the use of virtualization and voice-recognition functionality, improving performance and service quality. Based on cutting-edge technology, the software combines the power of smart glasses and access to 3D visualization applications with the ability to connect virtually with an expert for real-time, on-site guidance to let field workers resolve service issues on the spot. Objectives Reduce time, effort, and efficiency lost working through laptop and tablet interfaces and operating menus Free field service technicians hands to work on the task, not the mobile device Provide visual and audio access to needed information and advice Integration with smart glasses and the SAP Work Manager mobile app Visualization and modeling functionality for work information such as instructions and parts lists Voice-activated commands and audio note functionality Virtual connectivity with technical experts Improve quality of work with visual and audio access to key operational information Raise efficiency by freeing hands to work on the task, thanks to voice-recognition functionality Gain productivity by virtually connecting field workers with technical experts for realtime advice and guidance Learn more To find out more, call your SAP representative today or visit us online at 7 / 7 Studio SAP 33167enUS (14/09)

8 No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. Please see for additional trademark information and notices. Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP SE or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP SE or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP SE s or its affiliated companies strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.

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