Following successful beta tests and pilot programs of software introduced late last year, Porsche dealers across the US are rolling out new “Tech Live Look” processes for their technicians to use in the diagnosis process. This system connects your local Porsche dealership tech remotely with specific systems experts using ODG R-7 smartglasses and a software platform developed in conjunction with Atheer, Inc. The hope is that this software will assist technicians in reducing diagnostic and service resolution times by as much as 40%. The program is expected to be rolled out slowly, first to three dealerships this week. The remaining 186 US Porsche dealers under the Porsche Cars North America banner will be gradually updated to use the software, and the hope is that all of them will have this capability by the close of next year.
Klaus Zellmer, President and CEO of PCNA:
“Tech Live Look is the kind of digital innovation Porsche values because it raises the quality of the customer experience. By solving issues faster, our dealer partners can get their customers back into cars with less disruption. And our overall service quality increases as we share expertise more efficiently between our experts and dealer technicians.”
Until this software was introduced, technicians would frequently have to deal with complex or unusual repair requests through a series of back-and-forth messages with PCNA’s technical support team. This process usually took a while, as it incorporated potentially dozens of E-mails, instant messages, phone calls, photographs, and potentially escalate to on-site visits by designated Field Technical Managers to diagnose. It was a convoluted process that certainly needed streamlining.
How does the technology work? Until now, a complex or unusual technical issue could go back and forth repeatedly between a dealership and the PCNA technical support team. It could take multiple electronic messages, phone calls, photos, and even on-site visits by Porsche’s Field Technical Managers to identify and diagnose the issue for repair. Porsche’s technical support team in Atlanta will now be able to tap into a live video feed through the AR glasses, allowing them to see the same things the technician sees. The two-person team can then open and share documents, like technical bulletins and schematic drawings of the systems in play. The technician, even when not on a call with tech support, can open and view documents while working with full function of their hands. There are many ways in which this new program should streamline the repair of your Porsche, getting you back behind the wheel quicker than before!
The automotive industry has been experimenting with augmented reality technical support, but analysts say Tech Live Look is the first application at scale in U.S. auto repair.