Remote Expertise Network systems provide all of the benefits of traditional web-conferencing technologies: instant communication, collaboration and document sharing.
However REN systems also solve persistent and dangerous problems associated with traditional web-conferencing technologies such as Zoom, Cisco Webex, Microsoft Teams, etc.
We have optimized REN for both the safety, productivity, and continuous improvement of industrial workers in dangerous environments with spotty internet connectivity or low bandwidth.
Safety issues solved with REN
Remote Expertise Network solves the number one complaint about Zoom, Cisco Webex, Microsoft Teams: they do not work offline.
As a primary safety concern, Zoom, Webex or Teams with spotty internet becomes dangerous: frozen video, garbled or dropped audio, sudden disconnections, and cross-talk.
Remote Expertise Network also solves the problem with autonomous offline operation with a store-and-forward multimedia recordings and annotated whiteboards and screenshots.
When enabled by local onsite computers and mobile devices, REN supports live local area collaboration, using Bluetooth or local hotspots.
REN systems also provide adaptive bandwidth management that can prioritize live audio and text messaging over the bandwidth-consuming video and screensharing.
Your Remote Expertise Network can include a large number of documents, technical diagrams, videos and animations — performance support materials for offline workers.
As an optional service, SmarTECHS will convert your legacy documents and content into adaptive, responsive, and context-aware solution guides and curated video gallergies.
Unlike traditional software suites that force users to make jarring context switches among applications, REN sports a modeless (no context switching) voice interface to all of the connected applications and services.
This includes modeless data entry and queries with connected business services (ERP, CRM, etc.) as well as important notifications from this business services.
Modeless voice search alone, a core function of REN, will save each worker tens to hundreds of hours each year spent searching various knowledge bases, portals, servers and USB thumb drives!
REN’s modeless voice interface supports a deeper focus and a more sustained concentration on the jobs to be performed.
A voice interface also means that workers have the full use of both their hands.
You can configure your Remote Expertise Network to communicate any number of SMS messaging services, instant messaging apps (Facebook Messenger, Whatsapp, Skype, Slack), and secure communications apps (Signal, Telegram, Wickr).
You might say, “Really, do we want workers connected to all those apps?” Well, for one, they’re probably going to do it anyway. Two, important safety and emergency notifications will arrive first through those apps. And three, integration enables monitoring these messaging services and their use while on the job.
So where seconds may save lives, judicious and monitored access makes for good safety tradeoff.
Multimodal communications across these apps and services represents one small but significant safety feature: the ability to initiate a communication with needed experts.
Your Remote Expertise Network also enables authorized remote users to make high resolution videos and photos using a connected video-camera at the job site.
This remote recording and transport function supports a more complete documentation of the job being done, without getting the local worker tangled up in the mechanics of shooting and sending videos, photos, or shared whiteboards.
This translates into implicit traceability, automated documentation and data capture without forcing local workers to manually produce and upload step-by-step photos and later organize and categorize this content for reporting.
Local and remote recordings also support the fast, low-cost and easy way to capture worker-generated content within an automated content processing and management system.
REN workspaces represent a huge breakthrough in the cost, hassle and time to produce learning and development content and, in particular, microlessons.
Unlike traditional courseware for classroom or offsite learning, microlessons are optimized real-time on-the-job learning with remote mentors.
Production narrated explainer or how-to videos, often the most valuable videos to produce were, until REN came along, expensive and took weeks.
REN workspaces flip the economics of field worker- and expert-generated video upside down, making production fast, easy and inexpensive.
Productivity issues solved with REN
Remote Expertise Network solves the number one problem of field worker productivity: the time and effort it takes to
- ASSESS a complex or unfamiliar situation, using internal and external network of experts as well as a library of published documentation and worker-generated performance support resources (explainer and how-to videos, etc.)
- ESCALATE a service ticker or request for help across a global multi-party support network.
This includes hands-free voice-controlled interface to tethered smartphones and their apps and directories, Wifi to the Internet, or wired USB access to local area networks.
- DETERMINE the root cause of the problem, tapping internal or external experts, including OEM technical support or product specialists.
More like a pit crew for a Formula One race car, your practiced Remote Expertise Network will operate as a high performing team of teams.
- RESTORE operations / uptime, harnessing the power of your network of experts, suite of Intelligent Assistance tools and worker-generated content.
- CAPTURE new knowledge (products of collaboration) and implicit documentation of how experts diagnosed new problems and generated often unique, never-been- attempted-before solutions.
Customers of Remote Expertise Network report the following results:
- 76% increase in first time fix rates
- 50% reduction in mean-time-to-repair
- 6% reduction in total cost of service
- 94% of customers report improved service and satisfaction
- Reduction of safety infractions, near misses, incidents, and injuries to near-zero