Case Study: Xerox boosts field-service uptime and first-time fix rates with Fieldbit

Empowering Xerox’s Field-Service Force with Augmented Reality

Xerox Israel faced a challenge in its highly competitive market where customers demanded rapid resolution of equipment issues to avoid costly downtime. Increasing their field technician headcount to meet this demand was not a viable option, as it would negatively impact operating margins. The company turned to vendor Fieldbit Ltd and implemented its Fieldbit Hero augmented reality platform to find an innovative solution to this service dilemma.

The solution from Fieldbit enabled remote experts to see the problem through a technician's smart glasses and provide real-time, augmented reality instructions, dramatically improving support. This implementation resulted in a 76% improvement in remote resolution rates and a 67% improvement in first-time fix rates. Fieldbit's technology also increased field engineer utilization by 20%, reduced resolution time by two hours per job, and significantly boosted customer satisfaction to 95%, all while providing Xerox with a key competitive advantage.

Xerox

Eyal Mantzur

Service Executives