Currie Group has launched HP xRServices, a mixed reality platform that it says will transform service delivery on the company’s entire product range, including its HP Indigo digital presses.
Currie Group’s director of operations Marcus Robinson says the company has been working for 12 months to implement this unique support platform that connects print service providers directly with Currie Group and HP product specialists at the touch of a virtual button.
“If you attended PacPrint in Melbourne, you may well have been able to experience HP xRServices or have seen other visitors on the Currie Group stand deeply engaged in activity using what appeared to be a set of virtual reality goggles,” Robinson says.
 |
| "Game changer": Marcus Robinson, director of operations, Currie Group |
“These were in fact the Microsoft Hololens 2 headset which give users the feeling of being actually physically present with a virtual HP technical expert, who can guide them through basic service tasks, production troubleshooting or training on HP and other equipment, in real time.”
Like other augmented reality platforms, the headset combines real-world visuals with superimposed information, allowing the virtual coach to see exactly what the user sees, and collaborate to diagnose, identify and workshop issues.
“We’ve been fielding requests for reliable remote support for years but until now we hadn’t found a system we considered reliable enough to bring to market,” says Robinson. “Now, with HP xRServices, we can confidently offer that virtual support drawing on the collaborative brilliance of HP and Microsoft in a print industry first.”
The technology is a ‘game-changer,’ he says, with the virtual support person able to display on-screen information, photos or drawings, circle or highlight various things in the user’s field of vision, identify parts, share documentation or provide other commentary – and also provide real-time feedback on the operator’s actions and adjustments.
“The benefits are obvious – no time wasted on long service calls, instant answers to production questions, swift resolution of any problems, all leading to minimal downtime on systems and equipment.
“The system has also proven valuable for installation and training purposes, an application that was successfully piloted during lockdown when technicians from Israel and Singapore collaborated with our technicians and CMYKhub staff on the installation of Australia’s first HP Indigo 100K Digital Press in Victoria,” Robinson says.
The innovative system, designed to support new or already-installed HP technologies with a high level of HP resourcing in the back end, has now been made available for products across Currie Group’s entire range.
“This broad application, together with the affordability of the subscription-based system, is generating plenty of interest, with users able to add it to an existing service agreement, or as a stand-alone service,” says Robinson. “We’re also still offering it at our special PacPrint promotional price, making it a ‘no brainer’ for many of those who have seen it in action.
“We’ve listened to our customers and responded with a differentiated service model which takes into account the delivery metrics businesses are subject to and provides genuine value. Within weeks, we will also move to a ‘24/6’ support model which will see customers able to access technical advice and support 24 hours a day, six days a week, with our expanded technical support team.
“We’ll also be continuing to lift our service KPIs to further streamline call processing with instant call logging and response, extended remote support and reduced response times for on-site service, so printers can enjoy maximum uptime – and maximum profitability.”
