Ford Technicians in the US Now Using Remote Assistance Technology

Ford Technician

Ford dealerships across the US now have access to a very nifty, state-of-the-art remote viewing technology allowing their technicians to receive real-time assistance from team members at the company’s Ford Technical Assistance Center (TAC).

The two-way, hands-free headset, known as See What I See (SWIS), allows for both visual and audio communication between dealership techs and the TAC team, and the system’s augmented reality capability allows TAC team members to display modified or enhanced images on the headset for the dealer technicians to view.

“The remote technology is designed to assist the technicians as they’re working on vehicles – with the goal of increasing efficiency and decreasing down time for customers,” said David Green, Ford General Service Equipment Program Specialist. “This technology modernises and simplifies our operations, benefiting everyone involved.

“We had one case where a technician reported the vehicle would not recognize the low tyre pressure sensors. When the tech contacted the Hotline using SWIS, they quickly found out they were using the wrong tool when they tech held it up in front of the camera. Once the right tool was used, everything was programmed just the way it should.”

According to Ford, TAC has a team of 150 technicians that receives some 5,000 calls from dealership technicians across the US each week looking for support or answers regarding a variety of issues. Of those, about 200 cannot be diagnosed by phone and field agents must be sent out to check out the issue in person.

Ford has activated 1200 of the headsets so far with more than 350 SWIS calls to TAC in the 90 days leading up to the end of June. All US-based dealers should have SWIS by November of this year.

Currently, SWIS is for diagnostic assistance, but Ford says its designers are working to enhance the headsets to add more specific use cases.

Those cases include mobile service teams who could use SWIS to remote in from someone’s driveway where they are performing a service.

Source: Motor Trader e-Magazine (July 2022)

20 July 2022

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