Forward-looking: The service department can seem like the slowest part of a dealership, especially when it’s your car getting worked on. But Mercedes-Benz is infusing its dealerships with AR technology to speed up the diagnosis and repair of tricky and complex issues with its Virtual Remote Support, powered by Microsoft’s HoloLens 2 and Dynamics 365 Remote Assist. I visited one of Mercedes’ showcases last week to check out the implementation and get some hands-on time with the HoloLens 2.
For customers that bring in a hard-to-solve problem, it was common for Mercedes-Benz to call in a flying doctor, an expert from HQ that would fly in and get hands-on with an issue. That could take days to arrange, not to mention the costs and environmental impacts associated with flying in these technical specialists from all over the country. All the while, the customer is left without their luxury automobile.
While many shoppers go with a Mercedes for the styling and performance, it’s the service experience that impacts their future purchases. Long waits could see someone changing brands in the future.
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