Highlights

  • The platform can provide step-by-step guide, experiential learning, real-time coaching, custom onboarding, and training, among other business requirements.
  • CGS will soon launch two more phases this year. It will allow organizations to digitize their assets using TeamworkAR’s object capture feature.

Enterprise outsourcing and learning provider, Computer Generated Solutions (CGS), announced the launch and availability of its enhanced, patented TeamworkAR platform on a global scale. The TeamworkAR platform is an augmented reality solution designed for enterprise organizations’ out-of-the-box mobile devices or wearable.

With the pandemic disrupting lives, enterprises enhanced their customer service strategies to handle heightened consumer needs; many accelerated the implementation of technical support as an option. A recent research report revealed that about 35% of the workers require/desire more training on technology/tools. As businesses continue to have a dispersed workforce where employees choose to remain remote or are in hybrid mode, customer experience (CX) and learning and development (L&D) have become a sine-qua-non for the survival of businesses.

The updated edition of TeamworkAR provides enterprise-wide businesses with an easy-to-use platform on any mobile device and wearable. It can provide step-by-step guides, experiential learning, real-time coaching, custom onboarding, and training, among other business requirements. Through a mixed reality experience, TeamworkAR allows employees and leaders to address and solve complex problems, collaborate and share expertise efficiently and effectively.

“With the AR tooling, our technicians have increased hands-on experience and retention that provides an improved service delivery performance,” said Brian Osborne, client delivery executive at Toshiba Global Commerce Solutions. Toshiba implemented the TeamworkAR solution in 2020.

Deploying traditional training methods to transform CX

A research by the Centre for Economic Research revealed that teams that used Augmented Reality (AR) registered a 60% increase in learning effectiveness and 150% better performance than teams using paper-based training materials. Applying AR for field service organizations will enable businesses to retain, upskill, and cultivate award-winning customer experience programs and talent.

“If you’ve worked in field services, it’s safe to say you’ve experienced ineffective training that hasn’t prepared you for the real-world job,” said Steven Petruk, President, Global Outsourcing division, CGS. “It is not just frustrating; it can be potentially unsafe for technicians or representatives, and it produces a less-than-quality customer experience when it comes to resolving issues.”

Next step in CX – Drive ROI for Field Services

About 53.5% of the respondents to a latest AR survey said that the use of remote or guided repair, maintenance technology, service is the “new normal” for field service. Furthermore, 58% expected to increase investment in technologies for this service.

TeamworkAR’s patented, collaboration-forward interface allows for field service connection and functionality. TeamworkAR’s latest features will help companies benefit in the following ways:

  • It will help them improve training with a collaboration-forward interface that includes interaction with 3D annotation.
  • Upgrade customer experience using remote troubleshooting that increases first-time problem resolution, reduces support calls costs, and no fault found. It also improves customer experience (CX) and net promoter score (NPS).
  • It will be easy to collaborate with the digital twin technology model.

“Industry leaders adopting technology such as TeamworkAR will be ready to meet the pace of change in the coming years and set themselves up for operational excellence,” said Doug Stephen, President, Enterprise Learning and TeamworkAR divisions, CGS. “We are seeing the future of business in the hands of many of our clients and their employees who are using the solution. Leaders can experience the power these technologies can have on their teams. Empowering workforces with a collaborative tool like TeamworkAR can open up endless possibilities and game-changing growth potential.”

Future initiative

CGS plans to launch the second phase of TeamworkAR in spring 2022. It will allow organizations to digitize their assets using TeamworkAR’s object capture feature to combine their best practices learning curriculums with mixed reality.

The third phase and the final phase, to be released this summer, will see the launch of the Experiences Authorizing module. TeamworkAR clients can create and scale their real-world scenarios enhanced with computer-generated objects and perceptual information with complete control through this.