XMReality is now being used by Cobalt Housing for first-line support and diagnosis for the 70,000 calls and emails the housing provider receives each year, mostly concerning repairs.
Call-centre staff log each repair with Cobalt Housing’s external contractors and then use XMReality’s Remote Guidance tool to further diagnose the problems. Remote Guidance uses augmented reality to remotely see the tenants’ problems and repairs through the tenants’ own mobile devices.
By Remote Guidance, Cobalt Housing’s call-centre agents can gather more information about the problem to make sure that the correct contractor is sent with the correct equipment to fix the problem during the first visit.
The agent uses XMReality to inspect the problem and document the findings using screenshots and notes that can be shared with the external contractor.