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By Wayne Robinson | August 24, 2022
Following what the company said was a positive response to its debut at PacPrint, Currie Group has officially launched HP xRServices, a mixed reality platform, which it says will transform service delivery across HP’s line of digital presses. Indigo of the company and on all of its product. interval.
Marcus Robinson, chief operating officer of Currie Group, explains that the company has been working for 12 months to implement the support platform, which connects print service providers directly with Currie Group and HP product specialists, at simple touch of a virtual button.
“If you attended PacPrint in Melbourne, you may have been able to learn about HP xRServices or saw other visitors to the Currie Group stand deeply engaged in an activity using what appeared to be a set of virtual reality goggles” , says Robinson.
“It was actually the Microsoft Hololens 2 headset, which gives users the feeling of being physically present with a virtual HP technical expert, who can guide them through basic service tasks, production troubleshooting or training on HP and other equipment, in real time. time.”
Like other augmented reality platforms, the headset combines real-world visuals with overlaid information, allowing the virtual coach to see exactly what the user is seeing and collaborate to diagnose, identify and resolve issues.
“We’ve been responding to requests for reliable remote support for years, but until now we haven’t found a system that we consider reliable enough to bring to market,” says Robinson. “Now, with HP xRServices, we can confidently offer this virtual support by leveraging the collaborative excellence of HP and Microsoft in a first for the printing industry.”
According to Robinson, the technology will change the dynamics of the service, with the virtual support person being able to display on-screen information, photos or drawings, circle or highlight various things in the user’s field of vision, identify parts, share documentation or provide other feedback for the operator press – and also provide real-time feedback on operator actions and settings.
“The benefits are clear: no wasted time on lengthy service calls, instant responses to production questions, quick resolution of any issues, all with minimal system and equipment downtime,” Robinson points out. .
“The system has also proven useful for installation and training purposes, an application that was successfully tested during the lockdown when technicians from Israel and Singapore worked with our technicians and CMYKhub staff to installation of Australia’s first HP Indigo 100K digital press in Victoria,” he said. reports.
The innovative system has been specifically designed to support new or already installed HP technologies, with a high level of HP resources behind the scenes, but Robinson says it is now available for products across the Currie Group range. .
“This broad applicability, coupled with the affordability of the subscription-based system, is generating a lot of interest, with users being able to add it to an existing service contract or as a stand-alone service. We’re also still offering it at our special PacPrint promotional price, making it a no-brainer for many who’ve seen it in action,” adds Robinson.
HP xRServices represents part of the services focus that sees Currie Group bring even more resources to support print service providers, as they seek to successfully meet higher production targets on time. even shorter execution times.
“We listened to our customers and responded with a differentiated service model that takes into account the delivery metrics businesses are subject to and delivers real value,” says Robinson.
“In a few weeks, we will also be moving to a 24/6 support model, which will give customers access to technical advice and support 24 hours a day, six days a week, thanks to to our extended technical support team.
“We will also continue to improve our service KPIs to further streamline call handling with instant call logging and response, expanded remote support and reduced response times for on-site service, so printers can benefit from maximum uptime and maximum profitability. »