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TillerStack – Vuzix M400, M4000 & RealWear HMT-1

Client: TillerStack
Application: Remote support
Hardware: Vuzix M400, Vuzix M4000 & RealWear HMT-1
Software: Field Service Management Software and On-Site Remote (OSRA) from TillerStack
Services: Hardware provision

VR Expert Vuzix m400
VR expert vuzix m4000
VR Expert Realwear HMT-1 with workband sideview

The client

The Berlin-based IT company TillerStack is a globally active solution provider in the field of Enterprise Field Service Management. Based on more than 25 years of experience resulting from major customer and innovative research projects, the company delivers forward-looking solutions for complex problems in the field of maintenance, servicing and commissioning as well as repair of technical assets.

Complete solutions from TillerStack reduce service times, decrease machine downtime and save travel costs. With 100% guarantee of compliance with service level agreements, costs are thus reduced.

The challenge

A constant challenge is to provide situational support to the service technician or craftsman at the point of work (POW), for example when working on a wind turbine or at the production or signaling system. 

Situational support means that the technician at the POW has the possibility to react proactively to sudden, unpredictable work situations and problems in order to arrive at a solution as quickly as possible without having to leave the work site for this purpose.

It must be taken into account that the service technician does his work with his hands. If he reaches for a smartphone or tablet to help him solve a problem, the work process is interrupted every time, which costs more time, is nerve-wracking and can have a negative impact on the quality of the work. 

However, if the service technician has the option of using data glasses for his work, his hands are free and he is given different opportunities to receive and pass on POW-related information.

VR Expert - TillerStack Use case 3
VR Expert - TillerStack Use case 2

The solution

With the use of smart glasses for remote support, TillerStack has created a new, industry-independent solution in addition to its existing portfolio, which offers the service technician at the POW two different types of support, also for solving unexpected problems.

On the one hand, the service technician can call up and display further information (knowledge items), such as explanatory videos or work plans, on the data glasses using voice control. In the background, the TillerStack Field Service Management solution ensures task-related, structured and intuitive access to the knowledge objects.

On the other hand, the service technician can add an expert to his action competence by launching TillerStack’s On-Site Remote Assist (OSRA) to talk to an expert. Again, the benefit is that the TillerStack platform automatically identifies the right expert available at that moment and establishes a seamless connection.

The expert called in obtains an overview at the POW via the service technician’s smart glasses and together with the service technician and provides him with targeted support. With the help of OSRA, the expert can also transfer his qualification, e.g. as an expert for electrical engineering, to the service technician on site and, for example, guide him through an acceptance or testing process in an audit-proof manner.

VR Expert - TillerStack Use case 5
VR Expert - TillerStack Use case 4

As part of the multi-year research project Handwerksgeselle 4.0, TillerStack had the opportunity to specifically evaluate the use of different smart glasses for the plumbing, heating and air conditioning industry. The Vuzix M400, Vuzix M4000 and the RealWear HMT-1 proved themselves and were evaluated as suitable for use. 

The On-Site Remote Assist (OSRA) and the seamless integration of smart glasses into the hardware-independent TillerStack platform have been significantly influenced by the innovative and forward-looking findings and results of the Handwerksgeselle 4.0 research project.

“The integration of smart glasses and smart glasses applications is a must for technical service. Therefore, reliable partners are important for us as a solution provider. Many thanks to VR Expert.”
  – Thomas Schwab, Business & Innovation Manager at TillerStack

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