Fives is using smart glasses to improve its customer support
Always looking for new ways to improve their customers aftersales experiences, Fives' service department in Marseille, France, has been working on a remote assistance solution for our customers. The period of COVID-19, which results in a significant limitation of travel abroad, accelerated its development.
The first test was carried out with a customer in South Africa in the context of a tip change on a cement plant nozzle. The purpose of the intervention was to support the customer in controlling the assembly of the nozzle, starting up and adjusting the burner.
The Acty application coupled with Real Wear smart glasses allow live video communication between the customer and Fives' teams. The glasses are equipped with a camera and a screen, so they transmit through the application what the wearer sees, leaving his hands free. Fives' technician can remotely guide the customer by voice and by transmitting information (plan, image, text, videos ...) through the screen of the glasses.