Hands-free AR improves auto technician productivity by 25%
Overview
A global leader in automotive manufacturing partnered with HCLTech to enhance technician and field engineer capabilities by integrating advanced Augmented Reality (AR) tools for immersive training and remote maintenance support.
The Objective
The client wanted to transform technician and customer service capabilities by:
- Equipping technicians with AR-based tools for real-time equipment visualization and guided maintenance
- Enabling remote troubleshooting and centralized knowledge access to reduce downtime
- Providing self-service capabilities for customers through AI- and AR-powered applications
The Challenge
The client faced several operational challenges that impacted technician efficiency and customer service:
- Lack of hands-free, real-time operational support for technicians and field engineers
- Difficulty in accessing maintenance data, manuals and asset performance records during field operations
- Absence of a centralized knowledge-sharing platform for faster problem resolution
The Solution
HCLTech implemented two solutions. These were AURA, an AR training and assistance platform and ADPass, a customer experience app.
AURA, an AR training and assistance platform:
- Enabled real-time visualization of equipment through AR
- Supported scanning of equipment parts for instant identification and related details
- Integrated AI-driven search for service history, problem resolution and maintenance data
- Established a centralized knowledge portal for technicians to share and access solutions
ADPass, a customer experience app:
- Delivered immersive AR-based customer experiences
- Enabled self-service via DIY videos and AI-powered chatbots
- Provided intelligent service scheduling and streamlined product purchase processes
The Impact
HCLTech delivered measurable improvements for this global automotive manufacturer including:
- 38% faster problem diagnosis and resolution, reducing equipment downtime
- Up to 25% productivity improvement for technicians through hands-free AR support
- 27% reduction in repeat service visits due to better guided maintenance and remote troubleshooting
- Enhanced customer satisfaction with self-service, AI-driven support and intelligent scheduling
- Improved knowledge retention and sharing across global technician teams, building a scalable service ecosystem
