Xerox Forms CareAR Software Business

Xerox Forms CareAR Software Business

Manufacturing Technology Insights | Monday, September 20, 2021

CareAR’s service experience management platform is developed to be industry agnostic and combines seamlessly with ServiceNow’s digital workflow platform, ensuring an end-to-end approach to work orders, cases, and incidents, as well as delivering high-quality customer outcomes and service experiences for businesses in a variety of industries.

FREMONT, CA: Xerox Holdings Corporation, an original equipment manufacturing and software company, reveals the formation of CareAR, A Xerox company, which centralizes CareAR, DocuShare, and XMPie under a single holding company named CareAR Holdings. Following a 10 million dollars equity investment from ServiceNow, the premier digital workflow firm that makes work better for people, CareAR was valued at 700 million dollars post-money. Steve Bandrowczak, Xerox President and Chief Operations Officer, will expand his current job to include CareAR Chairman, and Sam Waicberg, the original founder of Care, will serve as CareAR President.

The expanded CareAR service experience platform, which now includes DocuShare’s content management system, XMPies cross-media platform, and Xerox’s PARC Alto AI artificial intelligence engine, will provide service workforces with the visual tools and data they need to deliver high-quality service experiences for service employees and end-customers consistently, all while lowering operational costs.

“Xerox has positioned CareAR to deliver capabilities that service-intensive industries need, with real-time instruction, visual tools and access to data at the tip of any users fingertips, all driven by predictive artificial intelligence,” said Xerox Vice Chairman and CEO John Visentin. “By creating a platform that is intuitive to a digitally native workforce, and with investment from ServiceNow, we believe CareAR will define and grow the Service Experience Management category, disrupting industries at a time when its needed most.”

Xerox acquired the augmented reality technology through its acquisition of CareAR. earlier this year, which integrates with ServiceNow Field Service Management and enables service technicians to tap into the knowledge of more experienced technicians through live, AR-assisted instruction is the cornerstone of the new CareAR platform.

CareAR’s service experience management platform is developed to be industry agnostic and combines seamlessly with ServiceNow’s digital workflow platform, ensuring an end-to-end approach to work orders, cases, and incidents, as well as delivering high-quality customer outcomes and service experiences for businesses in a variety of industries. The company’s augmented reality technology is upending the service delivery ecosystem and solving significant workforce and sustainability issues, such as:

Providing support workforces with the visual tools and data access they need to reliably offer high-quality service experiences for service personnel and end-customers while cutting service provider operating costs and greenhouse gas emissions.

Assisting in the resolution of workforce talent concerns, notably those related to a retiring workforce. Service firms will no longer be able to rely on apprenticeship-based training, which has maintained service enterprises for decades, as the current workforce ages into retirement. CareAR will enable experienced personnel harness and manage their time while also allowing unskilled workers to access a knowledge repository curated by CareAR’s predictive AI capabilities.

Supporting the sustainability and social responsibility aims of service employers. CareAR enables remote preventative and maintenance operations, eliminating the need for initial and subsequent professional dispatches. Reduced dispatches mean fewer truck rolls, which reduces carbon emissions for service firms. Furthermore, well-informed employees make for a safer work environment.

“Our customers have never more urgently needed workflows that deliver greater operational efficiencies, better customer and environmental outcomes, and improved safety,” said John Ball, Senior Vice President of Customer Workflows, ServiceNow. “Our investment reflects our belief that CareAR has the potential to deliver world-class, enterprise-grade augmented reality. Customers using CareARs augmented reality to route work through ServiceNows leading workflow platform can better solve problems remotely, speeding resolution times and reducing the need for expensive on-site visits, which also reduces carbon emissions dramatically. Together, were delivering powerful enterprise service experiences for the new world of work.”

In conjunction with the transaction, Mizuho Securities USA and Willkie Farr & Gallagher LLP advised Xerox.

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