Augmented Reality is offering a way to help customers faster

Augmented reality offering new tools for Norden field service engineers

Remote Guidance, based on Augmented Reality (AR), offers an effective tool for Norden field service engineers. 
When the customer service department at Norden Machinery receives an alarm from a customer site about machinery fault, the organization springs into action. The tube filling systems manufactured by the Kalmar-based company are of complex design and require specialist skills to troubleshoot and repair.
Our clients are located all over the world, manufacturing anything from cosmetics to pharmaceuticals and heavy machinery. Some clients make as many as 1,000 tubes per minute, where each minute of downtime can result in significant financial loss,” says Christer Bäck, Customer Service Manager at Norden Machinery.
Intuitive solutions for servicing machines
The company has experienced strong global demand for support services, but finding right skill locally is difficult. To Norden Machinery, the newly developed tool with remote eyes and hands is a valuable tool, enabling its service staff to guide each other without being physically on site. Behind the solution are Norden customer service department in close cooperation with the partner XMReality.
Powerful support
XMReality, with its background in the Swedish Defense Research Agency, and its long industrial experience, provides solutions that combine efficient technology with ease-of-use.
To Norden Machinery, XMReality’s solution means that Norden Machinery’s service personnel in Kalmar can see and hear exactly what the customer and the service engineer see and hear on the other side of the world, with video and audio in real time.
“This means we are not dependent on having specialist skills on site, while still being able to deliver the support our customers expect from us.
Our engineers can also be confident they have powerful support with backup that is always there for them,” says Christer Bäck.
For more information, contact +46 480 44 77 00

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