Despite the planning however, the first two days were challenging. The initial remote setup used the site’s onsite cameras plus WhatsApp. “We had constant problems with lagging and connection” says Sandgren, “there was a 20-second delay which was extremely frustrating on both sides. I decided ‘OK this isn’t working’ and we switched to XMReality Remote Guidance. We noticed the instant connection and advantages immediately.
Successful remote collaboration is a careful balancing act between trust and support, instruction and independence. The more the support desk knows about the skills level of the remote team the better they can delegate tasks without having to micromanage every component. To better facilitate planning and interaction Norden gave the client their own license and login to XMReality Remote Guidance. “This meant the customer could call any time without me having to send them links” says Sandgren.
The machine was successfully installed and no follow-up service issues or problems were reported afterwards. The project was completed on schedule in two weeks. Onsite installation would have taken one week, with travel and accommodation costs for the installation engineer. Sandgren points out that with remote installation he was able to take part in other projects as well during the two weeks.