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BEFORE YOUR EYES

Story by ALLISON ROGERS

Mercedes-Benz Canada introduces interactive remote support system

Have you ever found yourself elbow-deep in a repair job, wishing the solution to your challenges would appear before your very eyes? Well, thanks to Mercedes-Benz Canada, that could soon be a reality for you and your staff. In October, Mercedes-Benz Canada announced the successful launch of its new Virtual Remote Support program which, by using Microsoft’s HoloLens technology, technicians can share real-time views and sounds of what’s in front of them with one of the OEM’s remote training agents.

With the integration of Microsoft Dynamics 365 Remote Assist, the remote technical specialists at Mercedes-Benz will work with the onsite technicians in an immersive setting, sharing intricate 3D images and holograms, see where changes need to be made, annotate the visual information in front of the technician’s eyes, add documents and insert instructions to highlight which areas to focus on.

Joey Lagrasta, a foreman at Mercedes- Benz Brampton, sports the HoloLens headset equipped with Mercedes- Benz’s new Remote Virtual Support.

“Given the early success [of the program], Mercedes-Benz Canada has since engaged its certified collision centre partners and bodyshops to participate in the Virtual Remote Support program.” – Mercedes-Benz Canada

With the integration of Microsoft Dynamics 365 Remote Assist, the remote technical specialists at Mercedes-Benz will work with the onsite technicians in an immersive setting.

Technicians can share real-time views and sounds of what’s in front of them with one of the OEM’s remote training agents.

The technology was first implemented in Mercedes-Benz Canada dealerships in July 2021. Now, all dealerships nationwide offer the technology, and it will be available to the automaker’s network of Certified Collision Centres in 2022.

“Given the early success [of the program], Mercedes-Benz Canada has since engaged its certified collision centre partners and bodyshops to participate in the program,” said Zakary Paget, a representative for Mercedes-Benz Canada. “With initial conversations heading in a positive trajectory, we hope to see additional rollouts to these locations in 2022.”

Early users of the technology have also weighed in with their firsthand opinions on the technology.

“I’ve experienced firsthand how the HoloLens is a game-changer,” said Joseph Lagrasta, a shop foreman at Mercedes-Benz Brampton. “Since deploying this technology in July, I’ve found we’re getting cars back to owners in a fraction of the time. I’m also excited about the comprehensive, 3D training sessions we’ll have access to.”

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