In the after-sales services of our products delivered to customers, a problem that always arises is the shortage of resources for skilled staff and experts for on-site work instructions and customer service. This may lead to a decline in customer satisfaction or become a bottleneck in expanding our service business. To address these issues, a remote work support tool has been established. The tool consists of a wearable camera and a web conferencing system, thereby enabling to share the situation happening on-site or in the field with someone at a factory or office in real time. The hurdle in introducing the tool has been lowered by combining commercially available cameras with in-house tools. This allowed us to immediately deploy it in the multiple business divisions. Our capability to provide timely decisions about the situation happening in a remote area has not only improved the in-house service business but has also enabled us to promptly respond to customers.
