CareAR: AR-Powered Remote Assistance Embedded in ServiceNow
CareAR (acquired by Xerox) needed their augmented reality remote assistance tools embedded directly into ServiceNow’s Field Service Management module. XpertApps built the integration, enabling field technicians to access real-time AR guidance from within FSM work orders.
XpertApps built a certified ServiceNow integration that embeds CareAR Assist’s AR remote guidance into Field Service Management work orders. Technicians get one-click access to real-time AR expert support, and manual data-synchronisation effort dropped 50%.
The Challenge
CareAR’s AR remote assistance platform was powerful, but enterprise customers running ServiceNow FSM needed it inside their existing workflows. The integration had to:
- Embed AR capabilities into FSM work orders
- Work on mobile devices for field technicians
- Meet ServiceNow’s certification requirements
The Solution
XpertApps built a custom ServiceNow integration that brought CareAR Assist directly into the field service workflow:
- Embedded a “CareAR Assist” button within FSM work orders for one-click AR sessions
- Mobile-ready interface for field technicians with on-site access to AR guidance
- Real-time expert support through augmented reality annotations and video
- Full ServiceNow certification compliance for Store listing
The Results
Field technicians got instant AR-powered expert support straight from ServiceNow:
- Improved first-time fix rates
- Fewer unnecessary dispatches
- Manual data-synchronisation time down 50%
“XpertApps brought a high level of ServiceNow expertise that helped us deliver a great user experience with CareAR Assist.” — Chetan Gandhi, Co-Founder & CPO, CareAR
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