Xerox announced CareAR on Thursday, a new subsidiary that has developed what the company calls a service experience management platform that combines communications and augmented reality to become a product for companies that provide training, maintenance, and other services .
Xerox, headquartered in Norwalk, Connecticut, said that CareAR, which was initially valued at US$700 million, received a US$10 million strategic investment from ServiceNow, a developer of digital workflow technology.
According to Sam Waicberg, president of the new Dallas-based organization, CareAR is a combination of four Xerox assets.
[Related: Partners Say Xerox Has Had Their Back Amid COVID-19-Related Sales Slump]
At the core is CareAR technology, a visual augmented reality platform designed to help organizations digitally transform the support experience of their users. Xerox acquired CareAR, the developer of the technology, in January.
New products also include Xerox’s DocuShare content management system, XMPie multi-channel marketing technology for personalized content delivery, and Xerox PARC’s artificial intelligence technology.
Waicberg, who was the co-founder and CEO of CareAR at the time of the acquisition, told CRN that the platform allows organizations to provide help or assistance in the use of enterprise-level augmented reality.
Waicberg said that with the introduction of CareAR, the organization also introduced a new category called Service Experience Management.
“This is a set of user-level experiences that combines active, passive or self-service experiences to make augmented reality accessible,” he said. “It includes visualization tools and contextual data.”
Waicberg said that CareAR is designed for field technicians, customers and employees so that they can get help without having to send someone to the site.
“Aid can be real-time audio and video with interactive tools to provide help, or it can be interactive content with instructions,” he said. “The help provided is context-sensitive. It is related to a specific topic.”
Waicberg said that CareAR allows employees to receive help remotely without sending another car, thereby improving employee efficiency.
“It also contributes to greenhouse gas emissions and safety,” he said. “We are replacing expensive truck dispatching with remote operations. We help avoid contact, which is important during the COVID pandemic.”
Waicberg said that several vendors, including ServiceNow and Salesforce, provide service management technology.
“They did an excellent job of bringing the right technology to the right place at the right time,” he said. “That works, but this is where it ends. A third of the time, you need to bring a second person to help.”
Waicberg estimates that the total potential market for service experience management is approximately US$80 billion.
Waicberg said that ServiceNow’s $10 million equity investment is an exciting addition to the CareAR story.
“ServiceNow is the market leader in digital workflows,” he said. “Its investment recognizes and validates what we are doing, and it aligns ServiceNow’s interests and market opportunities with ours.”
Wakeberg said that ServiceNow’s investment has nothing to do with funding.
“In any case, CareAR supported by Xerox is feasible,” he said. “This is a purely strategic investment. This gives them the opportunity to align with our technology. …Their support helps us scale faster.”
He said that the CareAR platform is sold directly by Xerox and sold through Accenture, Deloitte, HCL, Tata and some smaller channel partners.
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