Vroom with a view: HoloLens 2 powers faster fixes for Mercedes-Benz USA


The tools enable diagnostic technicians at the dealerships to troubleshoot a problem in real time by tapping into Mercedes-Benz’ vast ecosystem of remote technical specialists with particular expertise across its various car lines. That network ranges from Mercedes-Benz field specialists in the U.S. who are schooled on the intricacies of each model to engineers at company headquarters in Germany who helped design those vehicles.

Now, a service technician like Edgar Campana, who works at Mercedes-Benz of Coral Gables, can wear a HoloLens 2 and share his view of the car part or car system in question while talking with one of the company’s remote technical specialists, via Dynamics 365 Remote Assist.

Edgar Campana.

If he needs to peer deep inside the layers of machinery, Campana can gesture with his fingers at, say, the engine and immediately see a 3D hologram that appears next to the car.

Watching from a laptop or desktop computer, the remote specialist can ask Campana to turn his head toward a specific part or sensor, then share wiring diagrams, notes or other visual information directly into the view of the HoloLens 2.

What’s more, the remote specialist can draw on the hologram a picture of that engine (or other component) to show the technician where, for example, to adjust a specific cable. Multiple Mercedes-Benz specialists can join the same call.

“It’s like they are there. It’s like I am them,” Campana says. “The expert is looking through my eyes and seeing what I’m seeing so they can guide me.”

Mike Munoz.

During his virtual conversations, Campana can keep his hands free to use his tools. He also can use the HoloLens 2 to drag the specialist-shared diagrams and documents behind him, away from his field of view. If he needs to view them again, he can just turn backward to reference them or drag them back in front.

“It makes everything easier,” Campana says. “We’re able to diagnose and address issues right there, get the car out of the garage and back to the customer much quicker.”

Mercedes-Benz USA has supplied HoloLens 2 devices to its authorized U.S. dealership partners, including Mercedes-Benz of Coral Gables.

Before the rollout, Campana and his fellow diagnostic technicians typically communicated via email with the remote technical specialists, who often are working to troubleshoot multiple queries across U.S. dealerships. Those back-and-forth email exchanges took time.

“We can now resolve issues often in minutes and hours as compared to days, allowing us to serve our customers more quickly with faster turnaround times,” Munoz says.



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