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.

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50%

Less Manual Sync Time

Reduction in manual data synchronisation effort.

Higher

First-Time Fix Rates

AR guidance improved on-site resolution success.

Fewer

Unnecessary Dispatches

Remote resolution reduced costly truck rolls.

The Challenge

CareAR had built a powerful AR-based remote assistance platform, but enterprise customers using ServiceNow for field service management needed the tool accessible directly within their existing workflows. The integration had to embed AR capabilities into FSM work orders, work on mobile devices for field technicians, and 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 gained instant access to AR-powered remote expert support directly from ServiceNow. First-time fix rates improved, unnecessary dispatches were reduced, and manual data synchronisation time dropped by 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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