Xerox expands its software product portfolio through the acquisition of CareAR

Through the acquisition of CareAR, Xerox is expanding its software product portfolio. The company provides an augmented reality platform for field service events. The platform provides real-time access to professional knowledge for customers, employees, and field technicians.

CareAR software enables remote employees to visualize specific situations and guide them to solve problems through a desktop, smartphone or AR/VR glasses with the help of a set of augmented reality tools.

Currently, one-third of field service personnel require remote expert assistance for field tasks. It is often difficult to clarify the context of the situation. This can lead to delays, negative customer experience, and the risk of customer churn. In addition, downtime can be very expensive. The cost varies from US$300,000 to US$5 million per hour, depending on the size of the company. 1

“Our software solutions solve some of the most important customer challenges,” said Steve Bandrowczak, president and chief operating officer of Xerox. “By combining DocuShare®, XMPie and CareAR, our software business can jointly or individually provide services to customers with various needs.”

The expanded software business is led by Xerox vice president and general manager of digital services Sam Waicberg, who was the co-founder and CEO of CareAR.

CareAR’s platform is seamlessly integrated with the workflow expert ServiceNow’s platform. For example, you can provide an end-to-end approach to work orders, cases, and incidents, where you can have complete insight and troubleshooting.

“CareAR’s augmented reality software is integrated into ServiceNow and is certified to help customers view and solve service problems remotely,” said Michael Ramsey, Vice President of Customer Workflow Product Management at ServiceNow. “The Xerox acquisition can help drive further capabilities to modernize field service operations, customer support, and IT services through the deployment of Now Platform and CareAR.”

ServiceNow is currently working with Deloitte to integrate CareAR for ServiceNow® into the service system and support workflow of joint customers.

“Xerox’s CareAR augmented reality platform gives us the opportunity to further expand our market-leading, industry-centric ServiceNow solution,” said Asish Ramchandran, head of Deloitte Consulting. “CareAR is the next step in the digital transformation that the organization has already begun. We have the opportunity to provide next-generation solutions together that will bring better results and value to our mutual customers.”

CareAR is the latest product in a series launched by Xerox for customers driving digital transformation. These include automation and centralized solutions such as DocuShare®, a content management platform with powerful tools to support processes and digital conversion in the cloud, and XMPie, a flexible technology that allows different touch points across online and offline Customize and personalize marketing assets and develop fully integrated marketing activities.