Remote field service support to augment frontline workers’ capabilities

Today’s Field Service Managers are dealing with the most challenging scenarios ever in terms of service management of customers and assets.
  • Distance barriers: Think of geographic barriers as opposed to the way our working routines have changed over recent years. A team of technicians working in a plant in Asia may at some point need to cooperate with their colleagues based in the Americas. Geography, time-zone, language, cultural environment and expertise, all of these can be classified as highly challenging barriers.
  • 100% service continuity:Besides, asset complexity has increasingly become a matter, often requiring extended expertise to use or maintain it. Not to mention the fact that a large number of companies still rely on obsolete, on-prem and cut-off systems. Organizations require to keep 100% asset uptime. Transition from reactive to proactive field service is key.
  • Worker safety: Companies are very often operating in dangerous work environment, registering risk of human errors and complexity of the assets. The organizations must always provide technicians with the relevant information to complete the work safely, be compliant with the latest regulatory procedures and prove the timely execution of maintenance activities on assets, ensure the availability of a highly specialized set of skills and always updated certifications for each technician, and avoid the loss of information collected in the field.
  • Talent scarcity: Organizations are struggling with the scarcity of field workers and talents. Senior experts are retiring: this represents a large loss in expertise and human capital. Next-gen workers: the industry is struggling to recruit and retain the next generation of workers. Job outsourcing: very few companies have their own equipment or employ resources able to perform all the variety of jobs overseen. Outsourcing and contracting out jobs translates into the requirement of highly skilled and expensive personnel.
  • Operational excellence:Organizations need to grow revenues, discovering additional and higher resources & reserves, maximizing production rates, cutting costs, and expediting operations and maintenance processes.

Enable technological innovation with the #1 Field Collaboration software

To remain competitive, CIOs and managers need to transform their operations and enable technological innovation and digitization, on different levels:

  • Through end customers, providing them with innovative service and solutions to foster sustainable environments.
  • Through employees and workforce, equipping them with digital tools to ensure worker safety and increasing productivity.
  • Through enterprise systems, adopting FSM software, to ensure asset reliability, safety, and 100% service continuity.

OverIT is the best transformational partner for enabling innovation and optimizing FSM mission-critical operations, leading its customers to the Field Service of the future due to its most valuable asset: the OverIT NextGen Platform.

The platform has modules explicitly designed to provide technicians with the mobile devices they need for the accurate and effective execution of work orders, as well as for collecting data and, in conclusion, offering the best possible service. Relying on advanced collaboration features, our technicians can be assisted, guided, and trained even hands-free, leveraging AR features, annotation and content sharing functions, as well as digital work instructions. Moreover, users can be trained wherever they are: on-the-job, and even leveraging immersive Virtual Reality, ensuring their remote interaction and sharing of know-how.

Remote expert assistance

The platform enables remote collaboration between experts and technicians, giving them technical support. The combination of live video and AR technology allows both users to communicate visually. The expert can diagnose the error as well as guide the user through the appropriate fixing procedure by sharing expertise through a set of dedicated tools.

Digital work instructions

The platform allows to manage a wide set of procedures, ranging from the resolution ones used in maintenance to those regarding training activities.

Knowledge Management

The final aim of the knowledge management process is to distribute and make all the enhanced content available to all the other company’s employees, anywhere and anytime, even in mobility. Organizations are therefore provided with advanced and effective tools to successfully tackle any skills’ gap or generational shifts, by retaining and sharing the know-how within the company.

B2C & B2B Virtual Inspections

The platform supports end users, whether businesses (B2B activities) requiring support or end customers (B2C) requesting quotations to perform home activities or troubleshooting from remote, thus ensuring employees and customers’ safety, while granting service continuity and increasing savings.

On-the-job training

OverIT trains users wherever they are, ensuring remote interaction among remote users and sharing of know- how. The NextGen Platform supports and trains employees on-the-job, hands-free, by connecting multiple users and let them share their point of view, advanced content, and AR annotations, as well as collect and distribute knowledge, even where bandwidth is most challenged.

Virtual training

By leveraging Virtual Reality, the NextGen Platform improves the way employees experience e-learning, making training accessible from anywhere, on immersive head-mounted displays, as well as on tablets. It engages users in a powerful yet configurable virtual or immersive training, providing a realistic and immersive 3D environment for them to gain a complete understanding of any equipment or procedure.

Driving transformation of the end-to-end lifecycle of frontline workers

Over the last years the world has gone through a massive change. Organizations of the most diverse sectors had to adopt solutions for field collaboration among users at all corporate levels.
What it is that makes OverIT stand out amongst its competitors has to do with leading the adoption of pioneering technologies over the entire end-to-end life cycle of technicians.



Train users wherever they are: on-the-job, and even leveraging immersive virtual reality

Over the entire training and onboarding stages, the platform contributes to instructing junior technicians in the field, regardless of their basic skills, since they can make the most of the support given by the back-office expert operator guiding them remotely as well as of virtual and immersive training sessions.



Assist, guide and train physically separate workers, even hands-free, leveraging AR-features and digital work instructions

When on-site, the platform provides assistance and support to those technicians managing an asset, supplying Augmented Reality features and digital work instructions, which guide the operator throughout the entire performance of the task, even in offline mode.



Leverage ML-driven knowledge management to capture, enhance, redistribute expertise and drive continuous improvement

This brings to the final on-going phase, for capturing, processing, and redistributing knowledge, which breaks the barriers we talked about before, through Machine Learning while promoting knowledge sharing within the entire corporate community.

How Augmented Reality is changing the way Energy & Utility work is done
How Augmented Reality can empower field workers with right safety, compliance, and productivity
Maintaining competitive advantage through innovation in Telco

Opportunity for Field Collaboration

In the era of digital transformation, Augmented, and Virtual Reality, IoT, Machine Learning, and sensors are the ultimate and most promising technologies for reshaping operations in the industrial scene as well as in a great variety of different fields. Indeed, the implementation of these game-changing solutions in Field Service Management radically transform the way companies approach business processes and procedures, increasing safety standards and improving overall efficiency as well as the quality of the tasks performed, while reducing possible margins of error and scheduled execution time.

Recent research from Analysts indicates the key technologies in the digital transformation strategies addressing a great majority of enterprises:

  • By 2025, over 50% of Field Service Management deployments will have included mobile Augmented Reality-powered collaboration and knowledge sharing tools, up from less than 10% in 2019.
  • By 2025, algorithms and bots will have scheduled over two-thirds of Field Service work for Field Service providers depending on automated schedule optimization, up from less than 25% in 2020.
  • By 2023, 50% of electricity, gas, and water companies will have deployed ML to augment field technicians’ capabilities, improving safety, and reducing maintenance costs by 25%.
  • By 2026, 60% of IoT enabled predictive maintenance solutions will have been delivered as part of enterprise management products, up from 15%.
The OverIT NextGen Platform – Boosting enterprise performance
Improving first-time-fix rate even remotely
Increasing on-field technicians’productivity
Cutting down on time and effort to prepare collaborative training sessions
Empowering frontline workers with advanced collaboration tools
ENEL – Remote quality checks and inspections on suppliers’ materials
Every year, Enel carries out several tests on materials in more than 700 plants with the aim of ensuring high-quality standards. In order to enhance the efficiency while performing and monitoring inspection activities, Enel chose to deploy the OverIT NextGen Platform, since it allows to perform remote quality checks on materials by relying on Augmented Reality.
Enel Cusotmer success story
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A dedicated team of professionals is ready to support you in boosting your Customer Service and extending your Field Technicians capabilities with the OverIT NextGen Platform.

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