Mercedes-Benz Canada announced the full deployment of Virtual Remote Support, powered by Microsoft HoloLens 2 and Microsoft Dynamics 365 Remote Assist. The Virtual Remote Support is a mixed reality automotive maintenance system. Beginning in July 2021Mercedes-Benz Canada became the first automotive company in the country to deploy the technology to every dealership in its national network. All Mercedes-Benz dealerships across the country now feature this technology, which offers fully bilingual applications.

The primary use of the technology allows dealership service technicians to wear the HoloLens 2 headset—an untethered, self-contained holographic device — to work hands-free. Whether simply inspecting a vehicle to make decisions about body repair or to solve more complex situations that require a collaborative diagnostic plan, the technician can share real-time views and sounds of the vehicle while talking with Mercedes-Benz technical specialists located across Canada and around the world.

With Microsoft Dynamics 365 Remote Assist, the remote technical specialists work with the onsite technicians in an immersive mixed reality environment and can share intricate 3D images and holograms, see where changes need to be made, annotate the visual information, add documents, and insert instructions to highlight areas of focus.

Mercedes-Benz Canada is piloting additional use cases to leverage the potential of the technology, including supporting in-depth training programs and further mastering the complexity of the vehicles through video, 3D images and more. Providing step-by-step visual instructions will help accelerate on-the-job learning and offer skill-building initiatives that target specific gaps, while helping recruit the next generation of service technicians.

“Our collaboration with Microsoft Canada and the use of Microsoft HoloLens 2 and Microsoft Dynamics 365 Remote Assist is already benefiting drivers and dealers by reducing servicing time and costs, freeing up service bay space and most importantly, getting drivers back in their Mercedes-Benz vehicles and on the road again,” said Nikhil Ondhia, Vice President, Customer Services, Mercedes-Benz Canada, in a company statement. 

 

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