Xerox has added to its software portfolio with the acquisition of CareAR, an augmented reality support platform company that provides real-time access to expertise for customers, employees and field workers.
“Our software solutions address some of the biggest needs for customers – content management, digital transformation and personalized communications, and now we’ve added enterprise augmented reality,” said Steve Bandrowczak, president and chief operations officer, Xerox. “By combining DocuShare, XMPie and CareAR, we have a Software business that can together and apart support a wide range of clients’ needs.”
With CareAR software, remote agents and experts can virtually see the situation and visually guide a solution using a suite of augmented reality tools via desktop, mobile, and smart glass devices, as if they were in-person.
In announcing the deal, Xerox said: “Today, one-third of field service on-site calls require remote expert assistance to resolve issues but cannot effectively communicate the context of the situation. This causes delays, creating negative customer perception while risking loyalty and retention. Equipment downtime can be costly, running organizations between $US300,000 and $US5m per hour, depending on the company’s size.”
The expanded Software business will be led by Sam Waicberg, vice president and general manager of Digital Services for Xerox - and former CareAR Co-founder and CEO prior to acquisition.
“CareAR’s augmented reality software, which is integrated and certified with ServiceNow, helps customers remotely view and solve service issues,” said Michael Ramsey, vice president of Customer Workflow Product Management at ServiceNow. “Xerox’s acquisition of this technology can help drive further opportunities to modernize field service, customer support and IT services leveraging the power of the Now Platform and CareAR.”
ServiceNow is collaborating with Deloitte to integrate the CareAR platform for ServiceNow into the operations service systems and support workflows for joint clients.
“Xerox’s CareAR augmented reality platform provides us an ability to extend our market leading, industry-focused ServiceNow offerings.” said Asish Ramchandran, principal, Deloitte Consulting LLP. “CareAR represents the next mile in the digital transformation journey of organizations and together we have the ability to deliver next generation solutions.”
