Optimize fieldworker communication

Case

Remote Air-conditioning support

Daikin is one of the leading manufacturers of air conditioning equipment. To install, commission and service these installations, a team of engineers travels to rooftops far and wide to make sure they’re in the best possible shape.

When an engineer is troubleshooting a machine up on a roof, not having the right data or information could mean having to abandon the job. The sheer complexity and wide range of different models makes it hard to know every single detail. So, the availability of data is crucial.

When questions arise, the engineer calls the helpdesk. But this usually raises more questions than it solves, because the engineer cannot show what he sees, and the helpdesk employee can’t point out what they mean by ‘that particular screw’ or ‘yellow wire’ when there are dozens.

That’s why Daikin uses their own Gemvision communication platform where the on-site engineer wears Vuzix smart glasses and shows the helpdesk employee what he sees. The helpdesk employee then draws on the screen, types instructions or even shares their own screen to present information right in front of the engineer’s eyes. In the meantime, the engineer has their hands free and can continue with whatever task needs completing. Using Gemvision, Daikin can do much more than ‘merely’ offer remote support to their on-site engineers.

• A dedicated ‘client application’ called GemAssist enables clients to start a service video-call with Daikin for initial diagnosis. When the client shows what the problem is, or communicates error codes, the Daikin helpdesk can try and solve the issue at hand.
• Because help is always available in the guise of a remote specialist, junior employees can execute jobs independently with less training than before. This facilitates on-the-job learning and they also have a senior ‘tutor’ on stand-by.
• In the not so distant future, step-by-step commissioning workflows on smart glasses could help engineers to install machinery. This procedure logs progress and setup for quality control purposes, using workflow steps in which you scan (bar)codes, take pictures or identify objects for validation. The workflow builder is a PRO feature of Gemvision and enables users to build their own workflows with whatever instructions are needed.

For an example of this remote support setup, please view the video below.

Case

Remote Woundcare | SKB Winterswijk

Connecting home care nurses with the wound care specialist at the hospital.

In 2017 we introduced a new project called ‘Making hands-on nurses hands-free’. This is a multidisciplinary project in cooperation with our partners at Gemvision and Careaz Homecare. The purpose of this project is to provide professional support in wound care to our colleagues at homecare organisations when they are caring for clients at home. Gemvision is our supplier for ICT solutions such as a secure communication platform and the delivery of smart glasses. The SKB wound consultant and the Careaz nurse use smart glasses to communicate with each other. We also collaborate with four other home care organisations in our region of East Gelderland.

• Quality of life improves for patients as they don’t have to leave the comfort of their home, because the hospital comes to them.
• Nurses in home care situations have become more important, because they literally become the hands of the (remote) specialist.
• It reduces pressure on healthcare organisations, shortens waiting times and improves quality.
• Remote wound care specialists can see up to three times more patients, without compromising on the personal touch or quality.
• Home care organisations in the region are setting up smart glasses team for remote healthcare.

For a sample case, please view this case video, made by SKB Winterswijk.

Case

Wound-analysis with Artificial Intelligence

Case

Remote specialists for Hamer

Hamer provides a full range of technological services for utilities, industry, automotive, fuel suppliers and the chemical and food industries. With its core focus being technical installation and servicing these installations, Hamer provides over 100,000 instances of service to customers every year. They design, install and maintain. To make sure that this wide range of installations and services is properly maintained as efficiently as possible, Hamer engineers use Gemvision’s Visual Communication platform to assist their engineers on the job.

Hamer uses Gemvision with the Vuzix smart glasses to receive live, on-site video instructions.

• Third-party product specialists and suppliers assist engineers on the job to get the job done and boost first-time fix rates.
• The on-site helpdesk: while at work, engineers can get real-time video support by showing what the problem is.
• Improving remote resolution rates by having the right information at the right time.
• Improving engineers’ relevance by enabling them to complete more jobs through teaching them on the job.

Because well-trained engineers are becoming increasingly scarce and senior tech specialists are retiring, this solution allows Hamer to strike back and improve service and efficiency standards for their customers.

For an impression, see the video below.

Case

Remote resolution solutions

WEMO is a specialist in machine building and machine components. WEMO designs, builds and installs special machines and tools for punching, bending, joining and working sheet and coil material. WEMO is active in automotive, storage, building industry and domestic appliances.

Read more