Combining CareAR with Xerox’s current capabilities will alleviate the remote assistance problem for enterprises, according to Steve Bandrowczak
➨ Xerox is establishing itself as a complete software and hardware provider for enterprise
➨CareAR provides software to enable experts to remotely guide customers
➨ CareAR co-founder and chief executive officer Sam Waicberg to lead the company’s reorganised software business
Xerox is moving into augmented reality for enterprise with the acquisition of CareAR.
While best known for printing and copying technology, Xerox is establishing itself as a complete software and hardware provider for enterprise, and this acquisition, for an undisclosed sum, firmly sets its sights on the immersive technology market.
CareAR, based in the US, provides software that enables experts to remotely guide customers through repairs, maintenance and upgrades. Its augmented reality tools work via desktop and mobile devices, and capable smart glasses.
Xerox believes remote assistance to be a growing use case for augmented reality, with one-third of field service on-site calls requiring expert assistance while lacking the means to effectively communicate the context of the situation.
The technology company points to Fieldpoint research that highlights the cost of this problem, putting it somewhere between $300,000 and $5 million per hour of downtime.
‘Now we’ve added enterprise augmented reality’
Combining CareAR with some of Xerox’s current capabilities will alleviate this and other problems for enterprises, according to Steve Bandrowczak.
Bandrowczak, president and chief operations officer at Xerox, says: “Our software solutions address some of the biggest needs for customers—content management, digital transformation and personalised communications. And now we’ve added enterprise augmented reality.”
“By combining DocuShare, XMPie and CareAR, we have a software business that can together and apart support a wide range of clients’ needs.”
Xerox’s belief in the importance of enterprise augmented reality is so firm that CareAR co-founder and chief executive officer Sam Waicberg will lead the company’s reorganised software business, incorporating CareAR, DocuShare, XMPie, and FreeFlow, as vice president and general manager of digital services.
Following the acquisition, CareAR’s software will be integrated with workflow solution ServiceNow, to create an end-to-end approach to work orders, cases and incidents.
Michael Ramsey, vice president of customer workflow product management for ServiceNow, says: “CareAR’s augmented reality software, which is integrated and certified with ServiceNow, helps customers remotely view and solve service issues.”
“Xerox’s acquisition of this technology can help drive further opportunities to modernise field service, customer support and IT services leveraging the power of the Now Platform and CareAR.”
Xerox also revealed that the ServiceNow business is working with Deloitte to roll-out CareAR’s software and its workflow solution across the systems of joint clients.
Asish Ramchandran, principal at Deloitte Consulting, comments: “Xerox’s CareAR augmented reality platform provides us an ability to extend our market leading, industry-focused ServiceNow offerings.”
“CareAR represents the next mile in the digital transformation journey of organisations and together we have the ability to deliver next generation solutions that drive greater outcomes and value for our collective clients.”
Xerox is offering a free trial of CareAR’s software to mark the acquisition. Follow this link to find out how to take advantage.