Porsche Uses Augmented Reality to Expedite Service in the US

Porsche’s subsidiary in the United States, Porsche Cars North America (PCNA) is turning to an augmented reality tool called “Tech Live Look” to help speed up service resolution in Porsche dealerships. Porsche rolled out “Tech Live Look” to its 189 dealers in the United States. The augmented reality system can be used to connect dealership technicians to experts at the company’s headquarters through smart glasses for a live interaction. Such live interactions can help shorten service resolution times by up to 40 percent.

Provided that the system achieves its goal of reducing the time that Porsche owners are losing for service appointments, Volkswagen is planning to roll out the same technology for use in in service bays for Bentley, Bugatti, Lamborghini, and VW dealers.

Commenting on the technology, Klaus Zellmer, President and CEO of PCNA said that it is the kind of digital innovation that Porsche values as it significantly enhances customer experience. When service issues are solved faster, there is less disruption for dealers and their customers. It also results in better service quality increases as Porsche can share the expertise of its dealers with dealer technicians more efficiently.
Tech Live Look streams live video from the glasses to the experts at headquarters so that they can see exactly what the technician at the service center sees. The experts can then use the tool to project step-by-step technical bulletins and schematic drawings onto the display inside the technician’s glasses. They can also take screen shots and enlarge images for better visibility.
Porsche successfully conducted pilot studies of the tool in 2017 and plans to have all dealers in the United States on board by the end of 2019. The tool has already won a Best-in-Class Award from the annual Field Service USA conference.