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CareAR provides a full suite of end-to-end service experience management (SXM) SaaS-based solutions across service, support, sales, and marketing workflows. The CareAR SXM platform makes expertise accessible instantly for customers, employees, and field workers through live visual AR and artificial intelligence (AI) interactions, instructions, and insights as part of a seamless digital workflow experience. CareAR helps bridge the skills gap and accelerate knowledge transfer through augmenting intelligence while providing greater efficiencies, customer outcomes, and safety as well as reduced carbon emissions.

CareAR delivers critical context through real-time visual AR interactions, instructions, and intelligence as part of a seamless digital workflow. The CareAR SXM platform takes advantage of smartphones, tablets, and other devices such as smart glasses and drones to capture real-time video for a personalized perspective of every support engagement, linking a remote expert with a customer or a field technician. Graphical guidance such as a laser pointer, circles, and annotations is overlaid on video in 3D to create an immersive AR experience. Rear-facing smartphone camera use focuses on the target issue while eliminating visible video lag or latency. Computer vision automatically frames the area being considered. Digital information is overlaid on real-time video with "stickiness" to its intended area despite movement, which is a defining CareAR characteristic. As a result, the real-world visual is blended with digitally created images to focus attention with graphical direction to improve service and support outcomes.

CareAR Insight delivers contextual data for greater insights into specific assets, issues, and resolutions. By combining AI with AR, CareAR augments the intelligence of service teams to bridge knowledge gaps and uncover insights into hidden problems. The technology helps the service professional get to the root cause of the issue faster by accessing a full view of the asset's data, reducing the duration of a service call, and eliminating costly repeat visits.

As manufacturers and service organizations shift their business and customer engagement models, they must address a few areas to truly bring together the service experience and the customer experience:

•  Establish the knowledge capabilities to address reactive, proactive, and self-service needs. No one model will be in place in all situations, and organizations will need to be nimble to adjust to the need efficiently.

• Deliver support and resolution for both simple and complex work with a diverse workforce with various degrees of expertise. Customers want a resolution to ensure that their operation or experience is not negatively impacted by downtime. To provide this level of service, organizations need to solve problems of varying complexity. What has changed is this level of response needs to happen on the first visit because extended downtime due to a lack of expertise to solve a problem is unacceptable.

• Harness the convergence of the customer experience with the service and support experiences, strengthening the partnership with customers. Data must flow across the organization, and manufacturers are beginning to understand they need to make data accessible across functional teams to offer an integrated customer experience. Customer centricity has shifted the focus of manufacturers to prioritize the needs of the customer and the service employee, providing them with the visibility to go beyond standard engagements to deliver "wow" experiences. Meeting service-level agreements (SLAs) is table stakes; organizations need to go beyond the standard contract to connect the service experience with other activities such as sales, marketing, and product improvements.

• Leverage innovative technologies such as augmented reality (AR) to drive innovation and an enhanced customer experience. The pandemic helped drive a rapid shift where AR moved from being a cool future technology to a technology that's delivering tangible value around remote service, remote collaboration between a service worker and a customer, and self-service experiences with technical support. Nearly three-fourths (72.2%) of manufacturers in IDC's May 2021 Product and Service Innovation Survey pointed to AR as important or very important to their current efforts around service innovation.

• Capturing and then sharing institutional knowledge, which minimizes the impact of an aging or retiring field and service workforce

• Improving increased first-time fix and lower mean-time-to-resolution metrics, which enhances the customer experience through proactive support

• Avoiding unnecessary truck rolls that impact fuel usage, emissions, and safety, which helps improve operations

• Establishing an emotional and personalized bond between the service team and the customer through contextual awareness of the problem at hand, integration of a full view of the customer, and self-service experiences