Wearables in Field Service

How AR Smart Glasses Close the Skills Gap, Boost Performance, and Increase Profitability

Thought Leadership | Field Service, Remote Support & Augmented Reality

Overview

Field service organizations are facing a perfect storm: rising service costs, labor shortages, increasingly complex equipment, and higher customer expectations. Traditional approaches—adding headcount, increasing truck rolls, or relying solely on first-time fix rates—are no longer enough to maintain margins or scale operations.

To stay competitive, leading field service organizations are turning to augmented reality (AR) smart glasses. By enabling hands-free access to real-time information, AI insights, and remote expert support, AR wearables are transforming how field service teams train workers, resolve issues, and deliver customer value.

The Digital Transformation of Field Service

Field service has rapidly evolved from paper-based workflows to fully digital operations. The COVID-19 pandemic accelerated this shift, forcing teams to adopt remote service models almost overnight.

Today, organizations have access to vast amounts of data—but often lack a practical way to deliver that information to technicians at the moment of need. AR wearables solve this problem by combining:

• Assisted reality (aR): Hands-free access to screens and instructions

• Augmented reality (AR): Visual overlays and interactive guidance

• Artificial intelligence (AI): Intelligent insights, diagnostics, and recommendations

Together, these technologies form a single, wearable platform that improves productivity, safety, and service quality.

Why AR Wearables Matter in the Field

Unlike phones or tablets, smart glasses keep technicians’ hands free and eyes up, which is critical for safety and efficiency. With AR wearables, technicians can:

• Connect to remote experts using “see-what-I-see” video

• Access schematics, manuals, and service history in real time

• Receive step-by-step guidance without stopping work

• Reduce repair times and unnecessary truck rolls

As one field leader noted, smart glasses make it possible to deliver the same support as a smartphone—but without sacrificing hands-free operation.

The Business Case for AR in Field Service

Revenue Growth

Organizations using AR see:

• 62% higher annual revenue growth compared to non-users

AR enables teams to take on more work, support more customers simultaneously, and expand service offerings without increasing headcount.

Cost Savings

Field service organizations deploying AR experience:

• 127% greater improvement in first-time fix rates

• 92% greater reduction in service costs

Remote diagnostics and expert guidance reduce repeat visits, wrong-part orders, and downtime.

Scalability & Profitability

Businesses using AR report:

• 42% higher year-over-year profitability

• The ability to scale operations without adding technicians

As one engineering leader explained, AR makes it possible to “be in multiple places at once,” extending the reach of limited expert staff.

Bridging the Workforce Skills Gap

The field service workforce is aging rapidly:

• Tens of thousands of experienced technicians are retiring each year

• Replacing one expert often requires hiring 3–4 new workers

• Poorly trained technicians significantly increase service costs

AR wearables help close this gap by enabling real-time knowledge transfer from experienced technicians to newer hires.

With AR:

• New technicians reach proficiency faster

• Remote experts can coach multiple workers at once

• Knowledge is captured and reused across the organization

Organizations using AR report:

• 65% decrease in time-to-proficiency

• 60% year-over-year productivity increases

• 68% reduction in voluntary employee turnover

Improving Customer Experience While Cutting Costs

Customer expectations for fast, personalized service continue to rise. A failed first visit typically results in:

• 1.75 additional service visits

• 13 extra days added to resolution time

AR helps technicians diagnose problems remotely, arrive better prepared, and resolve issues faster—dramatically improving customer satisfaction.

Companies using AR see:

• 12.7% year-over-year increase in first-time fix rates

• 9.4% growth in customer satisfaction

• 5.5% increase in customer retention, while non-users see erosion

As one industry analyst put it, collaborative tools like AR are becoming the standard by which customers evaluate field service performance.

From Reactive to Predictive Service

Traditionally, field service has followed a break-fix model—technicians are dispatched only after equipment fails. AR wearables, combined with IoT and AI, enable a shift to proactive and predictive service.

Technicians can:

• Monitor equipment health in real time

• Identify issues before failures occur

• Minimize large-scale repairs and downtime

This proactive approach reduces costs, improves uptime, and strengthens customer relationships.

Expanding Revenue Through Field Service Sales

Field service technicians are uniquely positioned to drive revenue:

• They understand customer environments

• They identify unmet needs during service visits

• Customers trust their recommendations

AR supports upselling and cross-selling by providing:

• Real-time access to contracts and warranties

• Automated product and service recommendations

• Visual tools to explain parts and upgrades

Organizations using AR report:

• 1.6× higher annual revenue growth

• 17.8% increase in customer lifetime value

• 3× growth in customer lifetime value compared to non-users

Key Takeaways

Field service organizations deploying AR wearables are achieving:

• 4× increase in customer retention

• 62% advantage in year-over-year revenue growth

• 127% greater improvement in first-time fix rates

• 92% greater reduction in service costs

• 42% higher year-over-year profitability

• 2× improvement in customer retention

• 68% improvement in employee retention

AR wearables are no longer experimental—they are a proven tool for closing skills gaps, scaling expertise, and delivering superior service at lower cost.

Conclusion

Field service is becoming more complex, more competitive, and more customer-driven. Organizations that rely on traditional tools and processes will struggle to keep up.

By adopting AR smart glasses, field service leaders can:

• Scale with fewer technicians

• Preserve and transfer expert knowledge

• Improve productivity and safety

• Enhance customer experience

• Drive sustainable revenue growth

This white paper makes one thing clear: AR wearables are now a strategic advantage in field service—not a nice-to-have.