Lexus Drives Customer Satisfaction with RealWear HMT-1

Lexus Using RealWear HMT-1 to Live the Vision of Ultimate Customer Satisfaction

This week, a number of European automotive publications have reported on Toyota’s exciting blog post that Lexus has embarked on an innovative pilot using the RealWear HMT-1 wearable ultra-tough computer and augmented reality/ remote mentor software.

What you need to know:

  • Lexus lives the concept of Japanese hospitality (“omotenashi”);  customers are always treated with the utmost courtesy and attention.  This pilot will test out if the HMT-1s can indeed further achieve omotenashi.
  • Using the HMT-1s, the exchange of information is possible in both directions (service technician to customer) .
  • The solution leverages ESSERT’s digital management platform via our reseller partner, Barcotec.
  • Customers no longer have to “stand under the car together with the service employee or lean over the engine compartment, minimizing security risk and offering customer more comfort.”

  • The developer or supplier follows the work from the point of view (POV) of the technical expert on his screen in the office, but can also send documents or image files to the tablet screen of the AR glasses if required.
  •  Due to the optimal noise suppression of the AR glasses, the customer only hears the voice of the service adviser and no screw or engine noise.
  • To avoid long explanations, the developer can take a photo of the live image, insert relevant markers, and send the photo back to the glasses at the dealership.

  • In the case of a technical problem, the service employee can contact a specialist from the German headquarters quickly and easily.
  • Troubleshooting can now be “real time” with no delays, saving time and money since the person doesn’t have to be present
  • The waiting time for the customer has been shortened thanks to the HMT-1, avoiding annoying follow-up appointments

  • Further applications for the device are conceivable, such as for sales via a live circuit in the showroom or show off cars while customers sit in their living rooms, receiving detailed advice and taking a closer look
  • The pilot will run until the end of December. In addition to Germany Lexus tests the new technology in the markets of Italy, Spain, France, and England.

ADDITIONAL SOURCES (in German):,-auto-auto-service-mit-elektronischem-durchblick-_arid,1291482.html

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