The HoloLens 2 with Remote Assist in the Service Field
Hilpert tests the HoloLens 2
In September 2020, we were allowed to unpack and try out the HoloLens 2. In the meantime, we were able to conduct a first field test for the use of HoloLens 2 in the corporate environment with the company Hilpert electronics AG from Baden-Dättwil. Hilpert electronics offers consulting and solutions in the areas of production equipment and consumables for the development and production of electronics, microelectronics and micromechanics.
Does the HoloLens 2 stand up in practice? How is the HoloLens 2 received by experienced service technicians?
The focus of the test phase was the use of HoloLens 2 on site at the customer of Hilpert electronics AG. At the same time, a specialist at headquarters instructed the service technician via video and voice transmission. Microsoft refers to this as the Remote Assist use case. With remote instructions, a company can deploy device specialists in the office who can answer questions from a service technician in the field via Microsoft Teams (integrated in HoloLens 2). Here, specialists can be involved in problem solving regardless of location and easily, from anywhere.
This opens up new possibilities for remote diagnostics and specialist instructions in the service business - a practical thing, especially in the current situation, as business trips are difficult to manage. At Hilpert, the «Remote Assist» use case is to be tested in practice. Later, customers of Hilpert itself will also own a HoloLens 2. Hilpert will thus be able to conduct service calls remotely directly with its customers' own service staff. Travel costs and time for solving simple problems can thus be saved.
HoloLens 2 Configuration
After a few instructions, it was time to get down to business. The team from isolutions was very excited about the field test and whether the HoloLens 2 could convince the Hilpert service team. In a kickoff meeting, we discussed the procedure and presented the HoloLens 2 to the service team and the management.
After calibrating the HoloLens 2 to the eyes of the service technician, a training program helps to learn the hand gestures within five minutes to be able to operate the HoloLens 2 independently.
Hilpert was able to use their existing Microsoft 365 environment. This meant that the internal service specialist, with the existing Microsoft Teams, could communicate with the field technician. An additional application in the office is therefore not necessary for this application purpose. For further use cases of the HoloLens 2, integration with Microsoft Dynamics 365 Field-Service is recommended in order to visualize service orders, documents, installed base information, etc. directly on the HoloLens 2.
So what was the decision? Hilpert decided to purchase the HoloLens 2 and put it to use right away with their customers. The test phase with Hilpert was a lot of fun and we are looking forward to further cooperation.
Experience the future of virtual collaboration. You are welcome to borrow the HoloLens 2 from us for a trial period and test it extensively for your intended use.
Get in touch with me to learn more.
CRM Consulting & Innovation Lead
MAS in Customer Relationship Management