CASE STUDY

D-Groupe selects CareAR® Assist for remotecollaboration to optimize technical support
operations and device installations.
D-Groupe improves the mean time to completion of hotline technical support for various
machine device installations while extending use cases for training support.

The Challenge
D-Groupe is a logistics, value-added delivery, and repackaging provider.
Drawing on its multidisciplinary expertise, D-Groupe has identified the need tooptimize the management of its logistics operations. The group’s innovative andcritical mindset has enabled them to continuously improve their service delivery
to meet customer needs and achieve success.

94% of field technicians
surveyed agreed thatCareAR helped resolve theissue. The support hotline
noted a reduction in MeanTime-To-Completion from
50% to 70%.

Through its partnership with the Xerox Supply Chain, D-Groupe Hotline
technical support experts were presented with the CareAR augmented realitysolution. The D-Groupe Hotline is essential in ensuring smooth technical interventions at customer sites. CareAR will
provide remote assistance and supplement technician technical knowledge using augmented reality (AR). With CareAR
remote support, SMEs of the D-Groupe Hotline aim to reduce their Mean Time To Completion and improve their First-TimeFix Rate.

The Solution
Hotline Technical Support
The D-Groupe hotline provides technical support forinstallation and setup of various machines throughout
France. In cases where the issue requires remote visual
assistance and guidance, the hotline enables a CareAR
session for remote collaboration.
Since the first months of implementing CareAR® Assist,an impressive 94% of field technicians agreed that CareAR
played a crucial role in resolving issues. Moreover, thehotline has observed a significant reduction in Mean Time toCompletion, ranging from 50% to an astounding 70%. These
remarkable outcomes demonstrate CareAR’s effectivenessand efficiency while offering:© CareAR, A Xerox Company, 2024. All Rights Reserved.

•streamlined communication•

fast and efficient resolution of issues remotely•

successful installations, the first time•

reduced machine downtime•

improved customer satisfaction

According to Nicolas Sicot, a D-Groupe Hotline technicalexpert, “CareAR reinforces the reliability of our service
provision by validating in real time that an intervention has
been carried out in accordance with our customers’ standardprocedures.”Case Study: Distritec

During a CareAR Assist session, Nicolas adds that“technicians have actively engaged in the resolution process
thanks to visual guidance, which promotes learning andskills development while carrying out their duties.” A definite
advantage for this technical expert.

Technical Training
The technical training department has extended the use ofthe CareAR solution. Jean-Luc Weber appreciates the AR
annotation tools to resolve and assist technical problems

remotely with crews to avoid unnecessary dispatch. “Thepositive point of CareAR is the possibility to draw a line
around particular parts of the device, screws, etc., withthe AR annotations. The team sees precisely what I amtalking about. This saves time and brings greater precision
in my remote guidance; rather than getting lost in blind
explanations.” Thanks to this functionality, Jean-Luc could
complete an installation remotely without needing urgent
on-site travel. “CareAR is a tool that allows us to be morereactive.”“CareAR reinforces the reliability of ourservice provision by validating in real timethat an intervention has been carried out inaccordance with our customers’ standardprocedures.”“With CareAR the team sees precisely
what I am talking about. This saves timeand brings greater precision in my remote
guidance. CareAR is a tool that allows us tobe more reactive.”

Nicolas Sicot, Technical Expert,
D-Groupe Hotline Services

Jean-Luc Weber, Technical Training Leader,
D-Groupe

About CareAR

About D-Groupe

CareAR, A Xerox Company, is the Service Experience
Management (SXM) leader. We make expertise accessible
instantly for users through remote, live visual augmented
reality and AI-driven interactions, instructions, and insights
as part of a seamless digital workflow experience. CareAR
sets the benchmark for the SXM category by bridging skills
gaps, accelerating knowledge transfers, providing greater
operational efficiencies, and enhancing customer outcomesand safety. Learn more at CareAR.com.

D-group prioritizes technology in optimizing technicalservices for all its customers while improving its integrated
service capabilities. D-Groupe, https://www.dgroupe.fr/,
has more than 25 years of experience in specialized valueadded delivery. SAS D GROUPE today has three branches ofactivity that offer tailor-made and transversal services in thefields of logistics, delivery value-added, and repackaging.

Ready to change the way you do work with augmented reality?
Schedule a demo at CareAR.com/demo

Web:: https://carear.com
Email: info@carear.com© 2024 CareAR, Inc. All rights reserved. CareAR is a trademark of CareAR, Inc. inthe United States and/or other countries.