The mechanics in the dealers will be able to be assisted remotely by experts from the head office in real time.
Volkswagen Group Spain Distribution has implemented the Remote Product Support solution with ATR and augmented reality technologies in the workshops of its dealer network in Spain.
The objective is that the experts located in the technical centre provide remote technical assistance to the mechanics of the different dealerships without travelling.
About ATR
ATR, Remote Technical Assistant, is a product created by Innovae and it consists of a collaborative augmented reality tool designed to provide technical support remotely and in real time to technicians in the field.
This multi-device solution allows technicians to superimpose visual instructions, share files and even make group sessions. It also allows them to take screenshots, record sessions and generate reports automatically.
Consequently, ATR is not only a remote communication system, it also contributes to the digitalisation of knowledge and the monitoring of users activity.
Use of ATR in Volkswagen's case
In the case of Volkswagen Group Spain Distribution, they have decided to use ATR to improve the efficiency of their support process by complementing the level of assistance with the traditional system.
This way technical queries are resolved and the number of trips is reduced, optimising the department’s time and resources.
To improve the repair process, the Importer has opted for the use of smart glasses that allow technicians in the workshop to operate hands-free and transmit real-time visual information to the Importer’s Product Support department.
Thanks to ATR, mechanics can access expert knowledge immediately not only to resolve complex breakdowns but also to receive training. In addition, once technical assistance is received, the mechanic can access the digitised knowledge through stored reports or videos.