Mercedes-Benz USA deploys remote technician support with Microsoft Dynamics 365 Remote Assist and HoloLens 2

September 13 2020

Mercedes-Benz USA has deployed a mixed reality automotive maintenance system, Mercedes-Benz Virtual Remote Support, powered by Microsoft HoloLens 2 and Dynamics 365 Remote Assist.  

The system allows onsite dealership technicians to work hands-free and share real-time views and sounds of the vehicle while talking with Mercedes-Benz technical specialists who can provide guidance to complete complex issues. 

It was recently rolled out to all 383 dealerships across the U.S., the company said in a statement.  

The maintenance system appears to call on the core capabilities of D365 Remote Assist to deliver on benefits like:  

  • Faster service turnaround 

  • Decreased the time to resolve maintenance questions  

  • Increased productivity and efficiency of dealer technicians 

  • In times of COVID-19, it creates a remote work environment without eliminating collaboration between technical experts 

  • Reduces the environmental impact of service-related travel 

“We save so much time not having to go back and forth, uploading information, asking questions, waiting for a response,” said Matias Scolnik, shop foreman at Mercedes-Benz of Coral Gables, one of the 12 dealerships that piloted the technology, in a statement. “To get cars back to the owners—diagnosed, fixed, washed and ready to roll—in a fraction of the time, this has a huge impact on our ability to provide excellent customer service.” 

D365 Remote Assist  is one of the products in Microsoft’s Dynamics 365 Mixed Reality lineup, alongside Guides, Layout, and Product Visualize. These applications work with either the HoloLens 2 for immersive experiences or with smartphone and tablet devices to show 3D renderings and annotations and to share those mixed reality visualizations in the right context, whether it is collaborating with remote experts in the case of Remote Assist, sharing between trainers and trainees in the case of Guides, or sales people and customers with Product Visualize.  

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