Axalta, Cromax parent company, is taking its customer support to the next level through a remote technical conferencing solution. The latest initiative enables customers in Australia and New Zealand to receive technical assistance from our experts through innovative smart glasses in conjunction with a digital communications platform.
Using extended reality (XR), repair technicians save time by operating the smart glasses hands-free, to access the most up-to-date repair procedures and training videos, all within their field of vision. This solution also allows technicians to call and collaborate with technical experts in real-time, right at the vehicle.
The pandemic accelerated the need for us to identify different ways to support local customers remotely and deliver better operational efficiency. The introduction of this new technology is the first step in providing a solution for remote technical paint-related support and extends to include IT and colour connectivity.
Several repair facilities within Australia, including North West Smash Repairs (WA) are using the smart glasses solution. The team at North West Smash Repairs, located in Bilingurr (Broome), are actively utilising the smart glasses in their work following the recent installation of a Cromax system. Axalta representatives located in Perth are remotely supporting the North West Smash Repairs team. The plan is to expand the number of shops utilising the technology at a later to stage, which will encompass refinish training programs and other business support for bodyshop owners.
"Covid-19 has challenged us to re-examine the services we offer. We continue to support our customers, but under new and often challenging circumstances,” said Steven Brett, Managing Director of Australia and New Zealand at Axalta. “This latest initiative allows us to provide advanced support solutions to our customers in regional and remote areas."
The smart glasses solution provides an easy-to-use and comfortable digital experience. A repair technician can readily share live video and audio by using a digital communications platform in conjunction with the glasses and its built-in camera. This allows the remote expert to zoom in and out on the repair area, discuss the appropriate steps to take and add instructional diagrams or text. The expert can also share video, process charts or instructions that can be seen by the repair technician through the viewer. The smart glasses headset is designed for long periods of use and is voice activated and durably built for real-life work environments.