Case Study: Customer Engineering Services boosts issue resolution with CareAR Assist

CareAR Enables CES Technicians to Complete Complex Tasks on a Variety of Equipment

Customer Engineering Services (CES) is a provider of support for technology and photo printing equipment across the US and Puerto Rico. Their challenge was the significant time and cost of dispatching technicians to remote sites, as equipment downtime resulted in lost revenue for their clients. CES needed a solution to leverage their subject matter experts to empower less experienced technicians to handle complex repairs, thereby improving first-time resolution rates and avoiding multiple dispatches. They turned to vendor CareAR to address this.

CareAR implemented its CareAR Assist augmented reality platform to provide real-time visual support. Through this solution, remote experts could see the onsite issue and guide technicians using AR annotations, audio, and video. This enabled CES to achieve an 84% issue resolution rate, with 73% of technicians reporting they learned new skills during support sessions. The technology improved repair accuracy, reduced equipment downtime, and successfully captured expert knowledge for future use.

Customer Engineering Services (CES)

Scott E. Johnson

Chief Executive Officer