Frost & Sullivan, an independent global research, analysis and consulting firm, has awarded Trane, a global provider of indoor comfort solutions and services and a brand of Ingersoll Rand, a prestigious Manufacturing Leadership Award in recognition of its work with Seattle-based ResolutionTube.
Trane and ResolutionTube collaborated to develop a mobile cloud-based application that allows two-way video collaboration between technical support agents and field technicians.
The project has shown great potential in reducing truck rolls, increasing first-time fixes, reducing support center call wait times and increasing efficiency for technicians and technical support personnel.
The application enables technical support to interactively engage with field technicians using their mobile device to solve problems. The solution leverages features of augmented reality (pictures, sketches, etc.) to support the dialogue and ultimately allow the field technician to accurately diagnose and correct the issues the first time.
The platform provides the ability to perform live remote collaboration, allowing technical professionals to assist others from across the country as if they were standing right next to one another. The ResolutionTube system automatically captures troubleshooting steps and solutions discussed during remote support. With the retiring Baby Boomer generation, capturing knowledge from the most experienced individuals before they leave the workforce is becoming an increasingly important concern.
Greg Parker, director of customer care for Trane, will accept the award on behalf of the Trane Customer Care division during the Frost & Sullivan June Manufacturing Leadership Summit which will be held June 3 – 5 in Palm Beach, Fla.
“We are honored to receive this prestigious award,” says Greg Parker. “We took feedback directly from the field and worked with ResolutionTube to develop a collaboration solution that has great potential at Trane and it also has the potential to strongly impact the whole field service community. In the future we see additional possibilities for the use of this technology such as remote training, customer support and more.”
“We are extremely fortunate to be working with one of the most innovative companies in field service,” adds Arnav Anand, ResolutionTube founder and chief executive officer, “The Trane focus on innovation and customer satisfaction helps ensure the absolute best experience for their customers. Increasing technicians’ ability to troubleshoot problems more quickly and reach the right resolution faster are both key to innovating in the field service sector.”
Currently in its 10th year, the Frost & Sullivan Manufacturing Leadership Awards program honors manufacturers that are on the cutting edge of innovating manufacturing best practices. Frost & Sullivan conducts independent research and in-depth analysis before selecting and honoring the most innovative companies across all manufacturing industries.
The Manufacturing Leadership Awards panel of expert judges concluded that Trane has demonstrated excellence in Enterprise Technology Leadership, one of the most competitive categories, for its project, ResolutionTube Advanced Collaboration Platform with Augmented Reality.