How to build “how to” guides for remote assist
- Posted on April 20, 2020
- Estimated reading time 3 minutes
This article was originally written by Avanade alum Jens Grambau.
Until about a month ago, remote working was one of those “nice to haves” for companies undergoing digital transformations. The benefits from increased flexibility were valued, but perhaps not fully used. Now, with the COVID-19 pandemic mandating social distancing, remote working has become a “must have” – not just for employees but also for customers.
Within a matter of weeks, we’ve seen numerous possibilities emerge as companies try to make tools and platforms their own. They’re using technology to transition to a new way of working while at the same time building value-added skills that will benefit the company well into the future.
New opportunities for progress and innovation
Remote working solutions are nothing new to us at Avanade. We’ve been helping organizations for years find innovative ways to empower their workforce to create exceptional customer service. For example, in a previous blog post, I described how we're working with ABB Turbocharging to explore the possibilities of mixed reality to help employees learn, communicate and collaborate more effectively. But beyond training and collaboration, ABB Turbocharging has a larger vision for the Microsoft HoloLens 2 technology. It wants to give employees the tools, guidance and confidence they need to provide services to customers without interruption.
Our approach to such solutions – for ABB and other clients – include two important layers:
1. Microsoft Dynamics 365 Guides
From one single device, the Microsoft Dynamics 365 Guides on HoloLens provide photos, videos, holograms and virtual connections to personalize training and make it more interactive. The technology enhances learning and standardizes processes with step-by-step instructions that tell employees what tools and parts they need to solve issues and how to use them.
Creating these guides to meet your specific needs requires a collaborative approach. That’s why we work closely with our clients to develop solutions. Our in-depth workshop transformed the ABB Turbocharging project. It allowed them to be a part of the whole creative process – from the research and development phase to the testing of the application to the actual deployment of the guide. And then, by building out a minimum viable product (MVP), we were able to test the core functionalities of the “how to” guides to determine what works best and how to move forward.
2. Microsoft Dynamics 365 Remote Assist
What happens if a technician still has a question while in the field? If additional support is needed, the user can immediately connect to an expert and collaborate using Microsoft Dynamics 365 Remote Assist, which is accessible on the same HoloLens headset, or if preferred, Android and iOS devices
As we’re seeing now, this is particularly useful in times of crises. Remote assist allows those in the field to tap into the full spectrum of company expertise to perform high-quality service and ensure business continuity. At ABB Turbocharging, for example, the combination of a user-friendly guide and remote assist can help a technician who is proficient, but not a specialist, disassemble a turbocharger directly on-site. Companies can use this extended capability to differentiate themselves in the market and create unmatched customer experiences.
Better employee experiences for better customer experiences
Great customer experience means having highly engaged sales and service employees who are empowered to deliver their best every day. But it requires quick and easy access to critical insights and context around their customers’ needs and journeys, so they can make the right decisions at the right time. By enabling employees to communicate and rely on one another even when not in close proximity, they can feel empowered to do their jobs better and faster. At the end of the day, those who deliver the best customer experience have the most loyal customer base.
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