Virtual Brilliance - Currie Group Adds New Dimension to Service Support

Following a hugely positive response to its debut at PacPrint, Currie Group has officially launched HP xRServices, a mixed reality platform that it says will transform service delivery on the company’s range of HP Indigo digital printers and its entire product range.

Marcus Robinson, Currie Group’s Director of Operations, says the company has been working for twelve months to implement this unique support platform that connects print service providers directly with Currie Group and HP product specialists at the touch of a virtual button.

“If you attended PacPrint in Melbourne, you may well have been able to experience HP xRServices or have seen other visitors on the Currie Group stand deeply engaged in activity using what appeared to be a set of virtual reality goggles,” Robinson says.

“These were, in fact, the Microsoft Hololens 2 headset which gives users the feeling of being actually physically present with a virtual HP technical expert, who can guide them through basic service tasks, production troubleshooting or training on HP and other equipment, in real-time.”

Like other augmented reality platforms, the headset combines real-world visuals with superimposed information, allowing the virtual coach to see exactly what the user sees and collaborate to diagnose, identify and workshop issues.

“We’ve been fielding requests for reliable remote support for years but, until now, we hadn’t found a system we considered reliable enough to bring to market,” Robinson explains. “Now, with HP xRServices, we can confidently offer that virtual support drawing on the collaborative brilliance of HP and Microsoft in a print industry first.”

The technology, he says, is a ‘game-changer’, with the virtual support person able to display on-screen information, photos or drawings, circle or highlight various things in the user’s field of vision, identify parts, share documentation or provide commentary – and also provide real-time feedback on the operator’s actions and adjustments.

“The benefits are obvious – no time wasted on long service calls, instant answers to production questions, swift resolution of any problems, all leading to minimal downtime on systems and equipment,” Robinson points out.

“The system has also proven valuable for installation and training purposes, an application that was successfully piloted during lockdown when technicians from Israel and Singapore collaborated with our technicians and CMYKhub staff on the installation of Australia’s first HP Indigo 100K Digital Press in Victoria,” he reports.

The innovative system has been specifically designed to support new or already-installed HP technologies with a high level of HP resourcing in the back end, but Robinson says it has now been made available for products across Currie Group’s entire range.

“This broad application, together with the affordability of the subscription-based system, is generating plenty of interest, with users able to add it to an existing service agreement, or as a stand-alone service. We’re also still offering it at our special PacPrint promotional price, making it a ‘no brainer’ for many of those who have seen it in action,” Robinson adds.

HP xRServices is just one example of how Currie Group is bringing even more resources to bear on supporting print service providers as they seek to successfully deliver on higher production targets in even shorter turnaround times.

“We’ve listened to our customers and responded with a differentiated service model which takes into account the delivery metrics businesses are subject to, and provides genuine value,” Robinson explains.

“Within weeks, we will also move to a ‘24/6’ support model which will see customers able to access technical advice and support 24 hours a day, six days a week, with our expanded technical support team.

“We’ll also be continuing to lift our service KPIs to further streamline call processing with instant call logging and response, extended remote support and reduced response times for on-site service, so printers can enjoy maximum uptime – and maximum profitability.”