Case Study: Visioneer achieves remote maintenance savings and improved customer service with CareAR Assist

CareAR Enables Remote Preventative Maintenance, Improved Customer Service, and Savings for Visioneer

Visioneer, Inc., a provider of document capture solutions and a Xerox partner, faced challenges in troubleshooting customer scanner issues remotely. Their technical support teams struggled with the limited context provided over the phone, which often led to extended customer downtime and high costs from dispatching technicians or shipping replacement hardware. To address this, they turned to the vendor CareAR and implemented its CareAR Assist augmented reality platform.

The CareAR solution enabled Visioneer’s support teams to see issues through live HD video sessions with customers and use AR annotation tools for real-time guidance. This allowed them to diagnose and resolve problems remotely. As a result, Visioneer saved thousands of dollars and achieved a 331% return on investment by avoiding on-site dispatches. The implementation of CareAR also enhanced customer satisfaction by providing more effective and efficient remote support.

Visioneer, Inc.

Jim Tamo

President