Resilient field operations with Connected Worker solution

To ensure 24x7 service availability, our client needed to perform regular infrastructure maintenance and fast troubleshooting during service interruptions. These activities usually require field engineers to mount mobile towers and perform necessary procedures, which can be risky and time-consuming. Further, some of the operations can be very complex and require the field engineer to seek assistance from experts while working on the infrastructure on-site. Our client envisioned a solution to improve the field service quality, accelerate the inspection process and enable end-to-end support to the technical team during the maintenance process.

Nagarro teams across different domains such as industrial and telecom collaborated with multiple partner companies to develop an assisted reality solution. This solution enables regional field technicians to perform complex maintenance operations on transmitter masts by closely collaborating with remote experts who are maintenance technicians located in an office. The regional field technician wears a Smart Glass while working on the transmission mast. The assisted reality technology available on Smart Glass helps the regional field technicians to receive step-by-step instructions as per their work order while keeping their hands free of any device. They can simultaneously connect with a remote expert via a video call to seek assistance as per need. The work approval protocol is executed step-by-step, and the results are available to the remote expert on a dashboard. During this process, minor defects are rectified by the assembly technician. If the field technician cannot resolve the issue in real-time, they can document the issue by taking pictures or videos as evidence.

This solution has helped our client achieve a maintenance acceptance procedure in a quarter of the original time. It allows the technical team working at the transmission masts to collaborate closely with the remote expert in the office, leading to a high-quality and validated sign-off procedure. Our solution enables safer working conditions for technicians operating in difficult working environments by allowing the field engineers to work hands-free. It has also significantly reduced the maintenance and repair process errors and ensures high first-pass work completion.