Customer expectations are on the rise, exacerbating the challenge for companies facing a higher volume of requests during the pandemic. The issue is acute in field service work, where employees have to work on equipment with varying technical specifications — often in confined, bandwidth-constrained, and hard-to-reach spaces. In a recent survey by The Service Council, over 90% of field workers said more knowledge is required to service modern products, while nearly 70% said products are more complex today. Moreover, over 80% said their current field service responsibilities require “greater technology knowledge” compared with when they first started their jobs.
Against this backdrop, Xerox today announced that CareAR, a platform that combines Xerox’s content management system DocuShare and multichannel marketing service XMPie with augmented reality tools for field service workers, has raised $10 million. The funding — which came from ServiceNow — values CareAR at $700 million post-money, and ServiceNow’s John Ball says it will be used to expand the company’s operations and support future product development. read more here