Augmented Reality burst onto the market last year through the launch of several enterprise and consumer oriented applications leading media and industry analysts to proclaim 2016 the year of Augmented Reality. While the adoption of AR is in its early growth stage, the market for this technology has tremendous growth potential. Per market research firm, Digi-Capital, AR will be a $90 Billion market by 2020. Goldman Sachs estimates that 60% of the market will be driven by consumer applications, with the remaining 40% ($36 Billion) of the market attributable to enterprise usage.
The Field Service Industry represents one of the largest enterprise markets for the deployment of AR. Considering the vast number of manufacturers, resellers, distributors and 3rd party service providers who must support a growing installed base of electronic and electro-mechanical technology, the opportunity is enormous. AR improves users’ experience by enabling them to interact and learn from whatever they are observing.
By implementing AR solutions, companies can expect to realize significant improvements in key performance indicators related to Service Lifecycle Management. For example, AR can help facilitate repair processes, thereby reducing both repair time and downtime while improving first time fix. Furthermore, the contextual knowledge made available through AR enables equipment owners to make smarter decisions about operating the equipment, which in turn can extend the equipment’s life. Given this potential, there is little doubt as to why Augmented Reality is considered one of the most defining technologies of our times by industry experts, participants, and observers.
I conducted interviews with approximately two dozen field service executives and my findings echo this sentiment. When asked, which trend will have the greatest impact on the future of field service, the respondents answered Augmented Reality. The most frequently mentioned benefit is its ability to accelerate the learning curve of less experienced technicians. This is important because the service leaders I interviewed also expressed concern about the growing shortage of experienced field service technicians. A shorter learner curve implies faster and better service by novice technicians.
Despite the consensus that AR will have on a positive impact on field service operations, many field service executives do not fully understand what’s involved with implementing AR and/or how these initiatives will be funded within their organizations. Indeed, there are multiple components which must function together to make AR work. However, it’s not a matter of there being a one size fits all solution. For example, companies can choose between smart glasses or tablets as the viewing device. They can also choose to display either video, graphics, or GPS data, or all three types of content. The choices are many and the solutions can range from basic to complex. Let’s also not forget that there are approximately a dozen AR vendors who focus field service that need to be considered.
Given these challenges, it’s easy for field service leaders to take a wait and see approach to deploying AR. In other words, wait and see what other companies are doing or if someone else within their company will champion AR before they go down this path. However, this could leave their service organization vulnerable. Competitors may implement it first or investment dollars for AR may be allocated to other area like product sales rather than service.
Clearly, there are enough use cases and early adapters of AR for field service companies to warrant a closer look. Projects usually get approved when there is compelling business case to do so. Field Service executive must who think they can benefit from AR must start building their business case today. Leadership is everything when it comes to deploying new technology. Consider other major technological developments in field service over the last twenty years, they’ve all occurred because field service executives embraced the mantle of leadership and influenced their companies to act. This year, 2017, may just be the break-out year for AR within the Field Service Industry. It’s up to field service leaders to make this happen.