Cablex AG optimizes remote maintenance with AR glasses

Lack of transparency requires more diverse networking

Unlimited communication through a network that not only connects, but also shapes the future - at Cablex AG, everything is a question of connection. The Swiss company specializes in the construction and maintenance of network infrastructures and offers innovative solutions in the fields of ICT and networks, transport and electromobility. Founded in 2001, the subsidiary of the Swisscom Group now employs around 2,500 people at 24 locations in Switzerland - and the trend is rising, as Cablex is expanding. The development of new sectors means that the installation and maintenance of network infrastructure requires increasingly diverse knowledge. In order to find the right connection, employees on site increasingly have to rely on the support of specialized experts. The problem: anyone who has ever tried to describe an error message on the phone knows that misunderstandings are inevitable. Even forwarded videos do not always help, because the expert in front of the screen cannot see what the employees on site see at the same time.

"The variety of systems we support is greater than ever," says Simon Barralon, technician at Cablex AG. "That's why we sometimes work in environments that present additional challenges. For example, at our customer ECCO2, for whom we carry out complete installations in boiler rooms. Especially in situations like this, it's good to be able to fall back on technical support that really understands the situation."

In order to be able to make more precise statements about technical problems, the network infrastructure expert was therefore looking for an innovative solution. And came across the start-up company Almer Technologies.

Visually connected: efficient remote maintenance thanks to smart glasses

When selecting the new technology, Cablex AG focused on simple, hands-free operation. Another important requirement was a well-coordinated combination of software and hardware. "A "technical gadget" was out of the question for us, we wanted a real tool," says Yoann Pernet, Head of Digital Exploration at Cablex AG. "The Almer glasses with TeamViewer software enable our experts in the office to efficiently support the service technicians on site in their work."

The "Arc 2" from Almer Technologies combines headset telephony with video conferencing and sets new standards for augmented reality in industrial environments. It is suitable for use in outdoor areas with strong sunlight and, thanks to its own lighting, also for dark working environments. Integrated speakers enable spontaneous phone calls without additional headphones - even in noisy environments. The camera delivers outstanding image quality with 25 megapixels and autofocus. Even when zooming, details remain razor-sharp. Smart glasses thus enable a new type of communication in the field of remote maintenance and customer service.

A clear view: the future of second level support

A total of 20 Arc 2 devices are currently in use at Cablex to support the second level support service team. Numerous advantages are already becoming apparent. Not only can new employees be sent into the field more quickly without the support of experienced colleagues, but the time savings are also enormous. For example, technicians no longer have to leave their work area to seek expert advice over the phone during installation and maintenance. As instructions, circuit diagrams and other information can also be easily accessed on the move and fewer misunderstandings occur thanks to high-resolution video transmission, problems can often be solved more quickly. And last but not least, fewer specialist personnel on site means less travel and personnel costs, which in turn saves costs and CO2 emissions.

"Particularly in light of our current expansion strategy, we can operate all the more efficiently if we train our employees on around 80 percent of use cases," says Yoann Pernet. "We can solve the remaining 20 percent remotely with the help of experts. This video support also has the advantage that our specialists are less stressed because they know they can rely on the additional expertise."

Better safe than sorry: on course for growth together

A close customer relationship based on partnership, in which customers are listened to carefully and their needs are taken seriously, forms the basis of the collaboration between Almer Technologies and Cablex AG. "Above all, the speed with which our feedback was implemented confirmed that we had found the right partner in Almer," says Yoann Pernet. "For this exploratory phase, we wanted to find an agile and technologically adept partner who would enable us to tap into new, promising business areas. The glasses fit perfectly with the level of innovation that Cablex is at, as they are significantly less complex than comparable solutions on the market and therefore easier to use."

Sebastian Beetschen, CEO of Almer Technologies, adds: "Both Cablex and we were convinced of the added value of Arc 2 right from the start. That's why we worked together to tailor our solution perfectly to Cablex's needs. In the end, our perseverance paid off. We have now been working together successfully for over a year and a half."

Source: www.almer.com / www.cablex.ch