Implementing AR remote expert support is not just a technology decision—it is an organisational one. You need experts available to take sessions, protocols for routing requests and governance to ensure quality and efficiency. How you organise your remote expert pool determines whether AR support delivers on its promise.
This article provides practical guidance on structuring, staffing and managing a remote expert pool for AR support.
Why organisation matters
AR remote support technology is powerful, but it only works if the right expert is available when needed. Without thoughtful organisation:
- Technicians wait for experts who are unavailable
- Requests are routed to the wrong specialists
- Expert time is used inefficiently
- Session quality varies widely
Good organisation ensures technicians get fast, effective support every time.
Key decisions for organising your expert pool
1. Who will provide remote support?
Identify who will serve as remote experts. Options include:
- Internal specialists: Experienced technicians, engineers or product experts within your organisation
- OEM support teams: Equipment vendors who offer remote support as a service
- Third-party networks: External expert networks or consultants
Many organisations start with internal experts, then supplement with OEM or external specialists for specific equipment or skills.
2. Dedicated or shared duty?
Decide whether experts will be dedicated to remote support or take sessions alongside other responsibilities:
- Dedicated: Experts are scheduled specifically for AR support duty, ensuring availability
- Shared: Experts take sessions when available, balancing support with other work
Dedicated pools offer faster response but require more headcount. Shared pools are more resource-efficient but may have longer wait times.
3. Coverage model: hours and time zones
Define when AR support will be available:
- Business hours only: Support available during normal working hours
- Extended hours: Coverage for multiple shifts or global operations
- 24/7 availability: Round-the-clock support for critical assets
Consider the locations of your field teams and assets. Global operations may need follow-the-sun coverage across time zones.
4. Skill and routing logic
Not every expert can help with every issue. Define how requests will be routed:
- By equipment type: Route requests to experts with relevant equipment knowledge
- By issue type: Route based on the nature of the problem (electrical, mechanical, software)
- By geography or site: Route to experts familiar with specific locations or configurations
AR support platforms often include routing capabilities to match requests with the right experts.
Staffing your expert pool
Determine required capacity
Estimate the volume of AR support requests you expect. Consider:
- Current volume of phone support calls
- Number of field technicians and assets
- Complexity and frequency of issues
Plan expert capacity to meet demand with acceptable wait times.
Select and train experts
Choose experts with:
- Deep technical knowledge in relevant areas
- Good communication skills (verbal and visual)
- Comfort with AR technology and remote collaboration
Provide training on the AR support platform, including how to:
- Join sessions and share views
- Use annotation tools effectively
- Document sessions and capture knowledge
Define roles and responsibilities
Clarify expectations for remote experts:
- Availability and response time targets
- Session documentation requirements
- Escalation paths for issues they cannot resolve
- Feedback and continuous improvement participation
Managing the expert pool
Monitor performance
Track key metrics to ensure the expert pool is performing well:
- Response time: How quickly do experts join sessions?
- Resolution rate: What percentage of sessions result in resolved issues?
- Session duration: How long do sessions take?
- Technician satisfaction: Are field teams happy with the support they receive?
Use data to identify bottlenecks, training needs and improvement opportunities.
Balance workload
Distribute requests fairly across experts. Avoid overloading top performers while others remain underutilised.
Capture and reuse knowledge
Recorded sessions are a knowledge asset. Establish processes to:
- Tag and categorise resolved sessions
- Identify recurring issues suitable for AR work instructions
- Share learnings across the expert pool
Iterate and improve
Regularly review expert pool performance and organisation. Adjust staffing, routing and coverage based on actual demand and feedback.
Real-world example: global field service organisation
A global equipment manufacturer organised its remote expert pool as follows:
- Experts: 15 internal specialists with deep product knowledge
- Coverage: Business hours in three regions (Europe, Americas, Asia-Pacific) for effective 18-hour coverage
- Routing: Requests routed by equipment family and region
- Metrics: Target response time under 5 minutes, resolution rate above 75%
Results after six months:
- Average response time: 3 minutes
- First-call resolution rate: 78%
- Expert utilisation: well-balanced across the pool
- Technician satisfaction: 4.5/5
Getting started
If you are implementing AR remote support, invest time in organising your expert pool. Define who will provide support, how requests will be routed and how you will measure success.
Learn more about AR remote expert support for corrective maintenance or contact ActARion to discuss your remote support organisation.