wonderfully unique software solutions

TeamViewer solves worldwide customer service complexity for Ford

When Ford technical assistance wanted to streamline customer vehicle repairs globally, it turned to TeamViewer.

Bryan Jenkins, powertrain operations manager on Ford’s central troubleshooting team, says his colleagues must diagnose some of the most complex and complicated vehicle issues for customers.

“A picture is worth a thousand words, but sometimes that still wasn’t quite enough, and we needed a way to see something live and in action. And that’s what really kicked this whole programme off,” Jenkins says.

TeamViewer’s Frontline solution was adopted to deliver ‘see what I see‘ support via augmented reality (AR) to automotive technicians across Ford’s global dealer network. This helps them more accurately diagnose problems with the vehicles, Jenkins says.

Dealer technicians contact Ford via phone or a web-based portal, and can join a remote AR session via on-site smartglasses that can display exactly what the repair tech is looking at in real time.

The troubleshooting specialists can also annotate views and documentation, zoom in, share screens, record sessions and more via Frontline. This additional layer of support is now used by some 400 dealers worldwide — from the USA and UK to Thailand and South Africa.

“Feedback from the dealers has been really good,” says Jenkins. “They just turn on their smart glasses and accept an incoming call, then it is like my specialists are there looking over their shoulders.”

Patty Nagle, president of TeamViewer Americas, notes that most workers globally do not sit in front of a desk.

“Our goal is to enable those frontline workers with AR guided solutions to enable them to do their jobs better by digitalising and streamlining processes,” Nagle says.

TeamViewer has a burgeoning suite of AR and IoT connectivity solutions but is perhaps more widely known for its remote-working connectivity products like Tensor.

( Photo by Enis Yavuz on Unsplash )

Recent Articles

Responsibility shifts towards vendors with US National Cybersecurity Strategy

The US government has called for aggressive regulation as part of its National Cybersecurity Strategy for 2023, ITops company Automox has warned.

Four critical challenges for cybersecurity provision in 2023

Skill sets, AI, co-operation, and climate have become the critical challenges for cybersecurity provision this year, according to Europe-based IT/OT security software...

Snow adds certifications to partner programme to drive Atlas sales

Technology intelligence software platform Snow Atlas has achieved ISO 27001 certification and completed the Service Organisation Control (SOC) 2 Type 1 examination...

Arista says edge threat defences could have safeguarded Tallahassee health

Tallahassee Memorial Health might not have been disrupted in February, requiring systems downtime and patient inconvenience, had it deployed strong edge threat...

OpenText Cloud Editions aim for accelerated AI and digital transformations

Information software company OpenText has whipped the covers off its Cloud Editions (CE) 23.1, which it says will support AI adoption and...

Related Stories

Leave A Reply

Please enter your comment!
Please enter your name here

Weirdware monthly - Get the latest news in your inbox