Mercedes-Benz Launches Virtual Remote Support System To Dealership Workshops In U.S.

Mercedes-Benz USA (MBUSA) has announced that is has rolled out a new Virtual Remote Support system to its 383 dealerships in the U.S.

The system, developed with Microsoft, is a ‘mixed reality automotive maintenance’ system that uses Microsoft’s HoloLens 2 smartglasses and the software company’s program to enable dealership technicians to work with off-site Mercedes-Benz specialists while sharing real-time visuals and audio. The remote specialists can see exactly what the technician is seeing at the dealership and provide guidance to the technician on the repair or maintenance without having to leave their office.

The system offers a mixed reality environment, and is an immersive experience where both technician and specialist can view 3D images and holograms, see where changes need to be made, annotate the visual information, add documents, insert arrows, circles and more all to highlight areas on which to focus.

The aim of the system is to enhance customers’ experience by providing faster service turnaround; decrease the time it takes to resolve maintenance questions and increase the productivity and efficiency of dealer technicians; and reduce the environmental impact of service-related travel. The system also creates a safe work environment – useful in these COVID-affected times – without eliminating the collaboration between remote and onsite technical experts.

“This is a massive shift in the way we do business – helping us to serve our customers more quickly – and is especially timely with the new realities of COVID-19 and our desire to keep employees safe,” said Christian Treiber, Vice President of Customer Services at MBUSA. “Today’s vehicles feature more than 100 million lines of software code. Through our partnership with Microsoft, we have a new paradigm for technology support and communication that helps our dealers and technicians master the complexity of these vehicles while eliminating travel time and onsite visits.

It’s like having an expert on your shoulder.”

Source: Motor Trader E-magazine (October 2020)

12 October 2020

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