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Augmented Reality is Changing Field Service

The transition from paper-based to digital methodologies in field service has been nothing short of transformational. As we move into a world dominated by technological advancements, augmented reality (AR) and virtual reality (VR) are progressively reshaping how we can execute field service management.

What Is Augmented Reality?

Whilst the terms “AR” and “VR” are often used interchangeably, they are distinctly different. Virtual reality (VR) uses pose tracking, headsets and 3D displays close to the eyes to give users an immersive experience in a digital environment. On the other hand, augmented reality—often referred to as AR technology—supplements the real world with an interactive experience. AR devices layer virtual data or environments over our actual surroundings to enrich the user experience.

AR’s integration into the field service sector is monumental. As customers demand efficient and seamless service experiences, AR serves as a possible game-changer. But how is AR changing the field service landscape?

Augmented Reality Is Transforming Field Service

Enriched Service Experiences

Traditional field service operations are ripe with inefficiency. However, with AR’s capabilities, you can elevate the service experience. Technicians equipped with smart glasses or AR-enabled mobile devices can receive real-time guidance from office-based subject matter experts. This not only cuts down time-to-fix rates but also significantly elevates customer satisfaction. By integrating augmented reality AR into triage and service processes, field service organisations can blend human expertise with technological precision.

Augmented Problem Solving

In the past, field service technicians might approach a job with limited information, leading to multiple visits or prolonged service times. With AR, the “see-what-I-see” capability enables technicians to visually communicate with customers, effortlessly identifying and resolving issues in real-time. This method can dramatically reduce on-site visits, making operations more efficient and cost-effective. Additionally, the flow of information dramatically improves.

Empowering Technicians

The field service industry needs more experienced technicians. AR offers a solution. With the power of augmented reality for field services, novice technicians can access computer-generated service manuals, diagrams and expert guidance in real-time. This is crucial in ensuring service quality despite workforce challenges.

Better Workforce Management

Training and onboarding new field service technicians can be time-consuming and expensive. However, AR presents a more intelligent way forward. Through AR technology, training can be done virtually, utilising tools like electronic markers, optical character recognition, and location tracking. This approach reduces training time and ensures technicians are well-equipped from day one.

Warranty Management

Augmented reality in field service offers a revolution in warranty management admin. Technicians can instantly access and review customers’ warranty details, identifying upselling opportunities or addressing lapses, directly impacting the organisation’s bottom line.

6. Advanced Analytics

Knowledge is power, and with FSA's detailed reporting and dashboard visualisations, you're always in the know. Gain real-time insights into every aspect of your field service operations, from technician performance to service trends, enabling you to make informed decisions every step of the way.

Incorporating AR and VR in Field Services

Augmented Reality (AR) and Virtual Reality (VR) are redefining the norms of the field service industry. While AR overlays digital elements in the real world, VR immerses its users in a completely virtual environment. Together, they are transforming field services, empowering technicians, and boosting customer satisfaction.

What Are AR Tools?

AR’s potential in the field service industry is not limited to overlaying diagrams over real-world equipment. With smart glasses and mobile devices, technicians can access a wealth of knowledge in real-time. Whether it’s pulling up a machinery’s entire service history or connecting with a subject matter expert halfway across the world for insights, AR bridges the gap between knowledge and application.

Moreover, features such as optical character recognition (OCR) enable technicians to identify parts and machinery specifications quickly. These tools, paired with location tracking and automatic call logging, enable a seamless flow of information, reducing the time taken to address and fix issues.

Integration with Other Technologies

AR doesn’t exist in a vacuum. Its integration with other technologies, like IoT devices, can lead to predictive maintenance. When a piece of machinery starts showing signs of wear and tear, AR can be used to pinpoint the exact defect and relay this information back to field service technicians, even before a breakdown occurs.

Furthermore, coupling AR with VR provides technicians with immersive training sessions. These simulated environments can recreate real-world challenges, ensuring that technicians are well-prepared for any situation they might face on the job.

Enhancing Customer Service with AR and VR

Field service is not just about fixing issues; it’s about the entire service experience. Augmented Reality, especially when coupled with VR, can redefine customer service in this sector. Customers can use AR and VR tools to give technicians a comprehensive view of the issues they are facing, eliminating the back-and-forth usually associated with over-the-phone troubleshooting.

Moreover, you can leverage these technologies to provide customers with self-service options. Through AR-enabled mobile devices or smart glasses, they can receive step-by-step instructions for minor fixes, enhancing the overall service experience and boosting customer satisfaction rates.


Discover More: Enhancing The Field Service Customer Experience

Virtual Reality: A Game Changer for Training

While AR offers real-time enhancements, Virtual Reality takes training to the next level in the field service industry. Technicians can immerse themselves in lifelike scenarios without the risks associated with hands-on training. This not only ensures that technicians are well-trained but also significantly reduces the learning curve for novices entering the industry.

AR and VR in Field Service: The Road Ahead

As AR technology gains traction, its potential applications in the field service sector appear boundless. For organisations that genuinely aspire to stay ahead of the curve and ensure customer satisfaction, integrating AR into their operations is not just a possibility—it’s imperative.

With projections indicating a surge in the AR market, reaching nearly $98 billion by 2028, it’s evident that augmented reality for field services is not just a fleeting trend. AR and VR technologies continue to mature and integrate with other advancements, like IoT-driven maintenance, offering organisations the tools to deliver unparalleled service experiences.


Field service organisations that incorporate AR and VR into their operations stand to benefit not only in terms of operational efficiency but also in offering enriched service experiences that customers now demand. With real-time insights, advanced troubleshooting capabilities, and enhanced training modules, the future looks bright for those ready to embrace these technologies.

Edward Bell

Edward Bell, Totalmobile's Content Strategist, shapes and delivers compelling content spotlighting their unique SaaS solutions. With 6+ years in MarComs, his journey spans diverse marketing roles, driven by tech passion. Edward fuels Totalmobile's mission, educating and advocating for impactful solutions across sectors, ensuring ROI for customers.