Our mission is to revolutionize manufacturing and industry overall by building the first truly Augmented Workplace. We use technology and to provide our customers with productive work and collaboration solutions that apply visual guidance, real-time information, and remote communication. To us, implementing augmented workplaces for our enterprise clients is more than sending a log-in email and documentation, we take a hands-on approach towards ensuring they fully capitalize on our software’s robust features. This week we sat down with our pre-sales and onboarding teams and discussed their essential role in the enterprise implementation process for our clients.
1. What does the typical journey to a successful implementation of REFLEKT ONE or Remote look like for our clients?
Laurenz, REFLEKT Remote Product Owner:
In order to successfully establish AR applications for an enterprise, the implementation criteria must first be defined together. Then we look to answer the question of how this criterion can be solved through the use of AR.
In the ideal implementation, the process is usually lean. We try to go through 3 phases with our customers [for Remote]. These are Scoping (trial + start of the license and get to know the basic functions, as well as the use case), Dive-in (in-depth explanations and adaptations, suitable for the use case) & Ready to Go (ongoing support, whereby the customer already knows everything and is already using the software).
We have further useful articles specifically discussing our process, for those interested:
Andreas, Augmented Reality Solution Expert:
[For ONE] In the beginning, we pursue the path of creating a bundled solution for our customers. This means starting with POCs [proof of concepts]. For their first contact with REFLEKT, we offer customers the necessary licenses and support them through their complete POC phase. We kick off with a multi-day workshop, move to bi-weekly appointments and incorporate general support throughout.
In this way, we at REFLEKT ensure that our clients' don't lack anything and don't worry that they'll achieve anything short of success by the end of their POC period. The general feedback for this approach is very positive and appreciative. This usually leads to the decision to fully implement REFLEKT ONE across the enterprise.
2. What are some of the major challenges clients face and how do you help clients to overcome them?
Challenges for customers often come from two directions.
- First, what problem do they want to solve through REFLEKT Remote or ONE? For example, do they want to improve first-time fix rates or reduce travel costs (especially important through Corona)?
- Second, there are always onboarding challenges in introducing new software, especially modern ones that are not already known or accepted in the market. There can be small hurdles like the installation, missing ownership rights on the computer, or you have to call IT to unlock ports & IP addresses.
The best way to support the customer is to provide the requirements in advance and to stay in close contact. After this has been successfully established, the users need to be introduced to the software. Short meetings in which training is given or info material is made available are helpful in this. It is particularly interesting for users when examples are given that they can use as a guide and from which they can learn, as well as receiving inspiration about possible potential areas of usage that they have not yet considered.
Vanessa, Augmented Reality Solutions Engineer:
When they want to implement ONE:
- The CAD files are not available: we help them communicate with their machine manufacturers to organize.
- The client doesn't have resources (technical documentation experts or otherwise) to create content: we offer services to provide the missing resources and help teach them how AR is forward-looking and useful for the future.
- New technology is not used effectively or understood by every end-user: we test the created content with end-users and collect feedback on how to improve and achieve success moving forward.
3. How do you approach supporting clients in getting the most out of their software implementation?
In order for our customers to get the best out of our software, we accompany them from the beginning on their way to implementing the software completely. This is not only about teaching them how to use the software but also about getting them thinking about concepts for augmented reality that may not yet exist. With our software, there are novel, different features that they can incorporate into their content that offer added value. We take the time to listen to our client's ideas and concepts, and then add our expertise and show them new and additional possibilities with our software so they can get the best out of it.
We approach client support overall by:
- Starting with a scoping, training, and acceptance workshop. We want to enable customers to learn quickly [after two months] how AR brings value for them.
- Holding regular, weekly support meetings to determine progress and problems.
- Defining their use case and supporting their ideas with our AR experience and possible ways of implementation.
4. What are some tips you would give to prospective clients to help them decide whether or not to use augmented reality software?
We recommend that all clients start determining if they should use REFLEKT ONE by:
- Defining a specific use case, including collecting existing CAD files and documentation.
- Collecting existing data.
- Collect existing material regarding processes and work out main pain points.
- Define available resources (potential authors and future owners of AR projects).
5. What should prospective clients know before they sign on the dotted line?
They should know that content creation for Augmented Reality is not done with a simple one-click solution. It takes a little more time to learn at the beginning and this is not only related to learning our software but also the implementation of the ideas and concepts usually requires a new way of thinking or rather a rethinking and letting go of old paper documentation.
It is also important to know that we use CAD data as a basis to which the customer should have access.
6. What has been your favorite enterprise project at RE'FLEKT so far?
Medtronic Ireland is worth mentioning. In Ireland, they are using REFLEKT ONE in particular and are putting a lot of effort into creating content to support different processes.
I couldn’t say that I had a favorite project, but what I remember most is working with our client Volvo Trucks - Great people, great ideas, and cool showcases when you see AR on these huge trucks. And Siemens Healthineers. The latter was even a SIEMENS Teamcenter - REFLEKT ONE integration collaboration, which a very valued colleague from SIEMENS Digitial Industry (Enzo Muschik) and I worked on from start to finish. The cooperation with Enzo and the customer was excellent and fun from minute 1.
Enterprises have to continuously re-evaluate their software to see if it is still relevant. Technology is advancing so quickly that much will be out-of-date in 2-3 years. We at RE'FLEKT help our clients stay ahead of the curve with tools that enable their workforce to upskill quickly and collaborate instantly. When we roll out new features, we ensure that those new functionalities immediately reach our clients and we help them put them to use in the most effective way. If you're curious to get started with augmented reality, get in touch with us today.