Challenge

One of Xerox’s most important Canadian clients was ready to install a sophisticated Xerox ink jet printer. However, the Trivor 2400 isn’t easy to get up and running; it requires trained specialists, along with specific tools and techniques. The US-based installation team that usually handles such projects was all set to visit its neighbor up north, except for one wrinkle: restrictions due to the COVID-19 pandemic prevented them from crossing the border. “We had to find a way to close the gap, of not having our team physically there but yet provide the support that the local team had on site,” said Carlos Lopez, systems engineer at Xerox. It needed a remote solution to assist the untrained team in Canada with the complicated set-up.

Solution

Dan Banaszak, Xerox’s vice president of global manufacturing, and Lopez used CareAR® Assist to remotely walk the untrained remote team through the two-week installation process, step-by-step. How did they communicate? With smartphone cameras and CareAR’s real-time AR-powered video feed. The Canadians showed the trained Xerox team what they were looking at and the experts asked clarifying questions, provided guidance, and fixed mistakes.

“We would use the tool to show them what we are seeing,” Lopez said. “Having that visual context of what they are seeing, gives us a way to easily troubleshoot the problem, and also allows us to narrow down the scope of where we should concentrate.” For example, once Lopez understood the problem, he placed captions, such as: “Make sure this hose is tightly fastened,” with an anchored arrow aimed at the point of contact for the hose.