Ford Technical Support Center Uses TeamViewer Frontline Augmented Reality Solution to Streamline Customer Vehicle Repairs Worldwide
TAMPA BAY, Florida, 23 November 2021 / PRNewswire / – TeamViewer, a leading global provider of remote connectivity and workplace digitization solutions, today announced that the Ford Motor Company uses TeamViewer’s Frontline solution to add Augmented Reality (AR) ‘See What I See’ support to provide enhanced support to automotive technicians in its global Ford dealer network.
The new service is offered by Ford’s Technical Assistance Center (TAC), a centralized diagnostic team that provides assistance to all technicians at Ford and Lincoln dealerships who diagnose and repair customers’ vehicles. Dealer technicians can initially contact TAC specialists through a web portal or even by phone. With the new See What I See program, TAC specialists can now initiate a remote AR session using TeamViewer Frontline via a pair of RealWear smart glasses on site to share, in real time, exactly what the technician repair looks. TAC specialists can add on-screen annotations and additional documentation directly into the field of vision of repair technicians, as well as zoom, share their screen, record the session and even turn on flashlights remotely.
“My team diagnoses some of the most complex and complicated vehicle problems,” says Bryan jenkins, responsible for the operations of the TAC powertrain. “I would often hear my team say that if they could only see what this technician is talking about, or what the technician is doing or how they are performing a test, then they could solve the problem more precisely. A picture is worth 1,000 words, but sometimes it still wasn’t enough, and we needed a way to see something live and in action. And that’s what really started this whole program. “
Ford’s See What I See program is an additional layer of support that is already in use by over 400 dealers in the United States, Mexico, South Africa, Thailand, Australia, New Zealand and the UK Currently, Ford is promoting the new program to its full network of 3,100 US-based dealers, with a positive response. “The feedback from the dealers has been really good,” Jenkins says. “From the dealership technicians’ perspective, they just turn on their smart glasses and accept an incoming call, then it’s like my specialists are looking over their shoulder to help fix the problem.”
“We are very pleased to add Ford to our growing list of forward-thinking customers who are leveraging AR solutions to improve business processes,” said Patty nagle, President of TeamViewer Americas. “The majority of workers around the world are not sitting at a desk. Our goal is to empower frontline workers with AR-driven solutions to enable them to do their jobs better by digitizing and streamlining processes. “
TeamViewer is a leading global technology company that provides a connectivity platform to remotely access, control, manage, monitor and repair devices of all kinds, from laptops and mobile phones to industrial machines and robots. Although TeamViewer is free for private use, it has over 600,000 subscribers and enables businesses of all sizes and in all industries to digitize their critical processes with seamless connectivity. In the context of global megatrends such as the proliferation of devices, automation and new jobs, TeamViewer is proactively shaping digital transformation and continuously innovating in the areas of augmented reality, the Internet of Things and the Internet. ‘artificial intelligence. Since the company was founded in 2005, TeamViewer software has been installed on more than 2.5 billion devices worldwide. The company is headquartered in Goppingen, Germany, and employs approximately 1,500 people worldwide. In 2020, TeamViewer carried out invoices of 460 million euros. TeamViewer AG (TMV) is listed on the Frankfurt Stock Exchange and is owned by MDAX. Further information can be found at www.teamviewer.com.
Head of Americas Public Relations and Analysts, TeamViewer
E-mail: [email protected]