Surepoint Group is an industrial contractor that specialises in electrical and instrumentation services, mechanical, and equipment fabrication, with clients worldwide. When customers experience issues with equipment, the team at Surepoint would send a field technician to fix the issue. If the technician arrived on site and didn’t know how to solve the issue, they would begin troubleshooting via phone calls, photos and videos. The process was cumbersome and frequently forced Surepoint to send a senior technician to support the task. 

Realising that it stood to gain both a competitive advantage and significant return on investment, Surepoint implemented Kognitiv Spark’s RemoteSpark solution. 

RemoteSpark is an industrial-grade remote support tool built on top of Microsoft HoloLens. It enables field technicians to establish a secure, low-bandwidth call with a subject matter expert to help facilitate complex troubleshooting. The system allows experts to guide remote technicians via live voice and video, and by dragging and dropping supporting content (images, PDFs and screen captures) which appear as holograms in the end user’s real-world environment. 

After six months of using RemoteSpark, Surepoint was able to solve 60 per cent of remote issues without sending an expert to site. This led to an average equipment downtime reduction of 14 – 20 hours per call.

This article was originally published in the Spring 2021 issue of The Record. To get future issues delivered directly to your inbox, sign up for a free subscription.

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