Mercedes-Benz accelerates vehicle maintenance with remote expertise

Mercedes-Benz has equipped its US dealership service technicians with HoloLens 2 and Dynamics 365 Remote Assist to accelerate vehicle diagnostics and maintenance. By leveraging augmented reality and remote collaboration, technicians can troubleshoot in real-time with specialized remote experts who share annotated diagrams, 3D holograms, and guidance directly into the technician’s field of view. This results in quicker and more accurate diagnostic resolutions and improved safety for complex repairs, such as high-voltage hybrid systems. Before adopting this approach, technicians relied on back-and-forth emails with experts, slowing service. The solution is widely deployed at US dealerships, supporting over 100 cars per day at some locations, and leads to faster turnaround and increased customer satisfaction. Remote technical specialists from Mercedes-Benz can join live sessions with technicians to provide expertise on complicated repairs, enhancing both speed and safety. For example, the system assists with managing high-voltage electric car batteries and high-pressure fuel systems, ensuring compliance with stringent safety requirements. The augmented reality platform allows a seamless, hands-free workflow. Thanks to the new workflow, Mercedes-Benz has drastically reduced vehicle downtime and improved its customer experience in the US.