Future of copy repair

[SalesServiceGuy]

Re: Future of copy repair

... Xerox has introduced Care-AR. Technicians wear a virtual reality headpiece that has a camera, microphone and data connection built in.

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There are several OEMs experimenting with similar technology from alternate vendors but only Xerox has commercially made it happen.

The technician communicates visually in real time with a skilled call center attended to diagnose and repair equipment.

This is a premium service for high value customers with complicated equipment inside/outside the print industry.

It is not unusual for many OEM Help desks to ask technicians to take a picture of the problem on their mobile phones and send it to them.

[mloudy]

Re: Future of copy repair

Seems like there would be customers that would not allow that. Meaning someone walking in and straming live video and audio from their offices. We have clients that don't even allow techs to take a cell phone out of their pocket for security reasons. This is not a print industry customer but definately what I would consider high end.

[SalesServiceGuy]

Re: Future of copy repair

Seems like there would be customers that would not allow that. Meaning someone walking in and straming live video and audio from their offices. We have clients that don't even allow techs to take a cell phone out of their pocket for security reasons. This is not a print industry customer but definately what I would consider high end.

... I think Care-AR would a welcome assist for high value, high revenue print production customers where every minute of unscheduled downtime costs money.

[Murv]

Re: Future of copy repair

The company I work for has Care AR licenses. You don't have to have a VR headset to do it. I can Care AR another tech and give them support from my phone or my laptop, and I can see through their phone camera. From my laptop I have more latitude if they have installed the free client app on their phone, as I can draw on the image and point out where I want them to aim the camera, or what I want them to adjust. I can snap pics in realtime for my call records, etc. I have used it both to support customers, our own techs, and third party techs in the field. Is it a be all, end all panacea? Not by any means, but it's a good tool to add to the arsenal.

[SalesServiceGuy]

Re: Future of copy repair

The company I work for has Care AR licenses. You don't have to have a VR headset to do it. I can Care AR another tech and give them support from my phone or my laptop, and I can see through their phone camera. From my laptop I have more latitude if they have installed the free client app on their phone, as I can draw on the image and point out where I want them to aim the camera, or what I want them to adjust. I can snap pics in realtime for my call records, etc. I have used it both to support customers, our own techs, and third party techs in the field. Is it a be all, end all panacea? Not by any means, but it's a good tool to add to the arsenal.

... so Care-AR is good for helping copier rookies working on even low value print equipment? Once you buy a license it does matter what the equipment is.

[Murv]

Re: Future of copy repair

... so Care-AR is good for helping copier rookies working on even low value print equipment? Once you buy a license it does matter what the equipment is.

Depends on your company. I used to work for a mom and pop, but mom and pop retired and sold us to a bigger outfit. Bigger outfit has a lot of contracts with big nationwide companies, so there are plenty of times they have no choice but to send third-party, untrained, hairless apes out to beat on copiers or printers because they saw themselves in the opening of 2001 A Space Odyssey and think they can. When customer care calls me up and says, "Hey, Murv, we've got this One D Ten T working on a copier in East Bejeebus Wherever" I can get on Care AR and drive the repair.

It also comes in very handy for walking End Users through processes that will get them up and running ASAP and save a service call.

And, last but not least, it also allows one experienced tech to collaborate with another experienced tech when an issue is off the rails. As much as we'd all like to think we know everything, none of us do, and when you reach out for help you can be on Care AR and show what is befuddling you. That way the tech at the other end can say, "What the fuck?" and you can say, "I know, right?" And then you can put your heads together to figure it out.

It's a good tool to have in the arsenal, because sometimes a phone call just doesn't do it.

[Hobnobbed]

Re: Future of copy repair

Honestly, so interesting thread

[techsxge]

Re: Future of copy repair

I was thinking about moving to the states as a copier tech but this thread made me wanting to stay at home.