Legacy Systems Are Still a Challenge to AR Adoption in Field Service
Augmented reality (AR) has quickly evolved from a novelty technology into an important tool in the field service industry. Numerous field service organizations have already implemented several use cases for AR. It has become widely used for training purposes, and it is enabling many field service technicians to improve first-time fix rates, lead times, and other key metrics in their day-to-day activities.
AR solutions often take the form of applications that are usable with smartphones and other handheld devices. This is even true in field service settings, as customers can often rely on an AR tool to engage in self-service, depending on their needs.
Nonetheless, many organizations are rolling out more mature AR programs. These may involve the use of smart goggles and other connected devices to aid technicians in making repairs. But just how successful are field service organizations leveraging AR, and what are the prospects for further development of AR solutions for future field service applications?
Most Field Service Organizations Find AR Effective
AR has been adopted in varying degrees across field service organizations. Some companies employ AR only as a training tool, whereas others have incorporated it into their day-to-day service operations.
Several field service organizations have discovered that AR is particularly useful when connecting novice technicians in the field to veterans, who can then assist them with real-time graphics and overlays.
According to a recent report by WBR Insights entitled Future Applications of AR in Field Service, 53% of field service organizations are already using augmented reality in at least one application as part of their operations. However, more importantly, 41% of the field service leaders who hadn't yet adopted AR said they were considering adopting AR in the next 12 months. That left just 6% of the respondents who hadn't adopted and weren't considering adopting AR as a solution.
Most of the organizations that are already using AR also believed that it was effective for their needs. With the right applications, AR can reduce costs and improve measurable field service metrics. Often, the challenge for companies is finding a specific use case in which AR could improve metrics, then piloting the technology to ensure investing at scale is a viable opportunity for the company.
For example, 45% of the field service organizations that were already using AR at the time of the study said that the technology was "very effective." AR had helped them reduce costs and significantly improve service KPIs.
Another 40% of these respondents said AR was "somewhat effective." They believed AR had helped them reduce some costs and improve at least some of their service KPIs, making the investment worthwhile. In subsequent responses, organizations said they were using AR or planned to use AR to improve technicians' diagnostic capabilities, provide customers with self-service capabilities, and help technicians prepare for service cases in advance.
Still, many field service organizations face key challenges in adopting AR as a solution. Although identifying use cases can be a significant barrier, integrating the new technology with legacy systems may be a more pronounced challenge.
Legacy Systems Remain a Key Hurdle to AR Adoption and Integration
Augmented reality is generally not as complex as other technology solutions, such as artificial intelligence (AI) and machine learning (ML). Indeed, anyone who owns a smartphone can use a rudimentary AR application, and many of today's consumer devices have AR functions as an inherent feature.
But to be effective at scale, field service AR solutions must be integrated into the organization's field service workflows. This requires them to be integrated into existing technology systems.
Among those organizations that had already leveraged AR, 58% said they had trouble integrating their AR solutions into their legacy systems. In these cases, it could be that those systems didn't integrate properly with a specific AR solution or that they couldn't host SaaS solutions in general.
Field service organizations need a solid foundation of hardware, infrastructure, and software to ensure AR investments are usable. Organizations that are dependent upon older systems that can't be replaced must find workarounds if they are leverage AR to its full potential.
Thankfully, Most AR providers have developed solutions to this challenge. They may be able to build a unique integration in special cases. Other providers may rely on APIs or integration connectors to ensure their solution works with a variety of legacy systems.
If your organization is considering AR as a potential solution, search for a vendor that is familiar with your existing systems and can provide a roadmap for adoption and integration.
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Augmented reality is just one of the tools making waves in the field service space. To stay on top of the latest trends and research, you need to connect with the most innovative leaders in the industry.
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