"Porsche would respond and we would read it," Struble says. "Naturally, it was a time-consuming process. With Tech Live Look and these [augmented-reality] glasses, once they get the ticket with the escalation request, they contact us directly."
The response time has been cut from weeks to, in most cases, a same-day resolution.
A pair of the glasses costs a dealership $3,250 and Porsche charges a monthly fee — which it wouldn't disclose — to connect with its Atlanta-based experts.
Because they communicate live through the glasses, the technicians at Porsche now have a chance to see precisely what the Collection's service technicians see. Porsche can supply a service bulletin through the glasses to local technicians so they can follow explicit instructions without having to look at a computer screen sitting on a desktop on the other side of the service bay.
The occurrences are minimal, but when the need arises, it's usually of a time-sensitive nature.
"When you have a customer with a concern for their vehicle, it's an inconvenience," Struble says. "You're forced to bring your car in for service or repair, and time is of the essence. The sooner you can get the vehicle back to the customer, the quicker they forget about what happened. The increase in customer satisfaction goes up considerably."
Vince Stephens, the Collection's Porsche shop foreman, says the "live aspect" of the system helps immensely, especially with "one-off issues" and new models.
"With a new model, we get our manuals, technical bulletins and more, but when a product is too new, or we haven't seen a particular problem before, that's when we use these glasses," he says.
After a quick briefing on how the glasses work, the techs get to try them out.
"When we're looking, we're also talking," Stephens says. "As I am turning my head, the [Porsche] adviser may say, 'Hey, turn back a little bit to where you just were. I thought I saw something. We haven't seen that before, let's take a closer look.' "
The Tech Live Look system can also serve as a safety officer of sorts. With new hybrid and electric-powered vehicles requiring knowledge that was generally more familiar to an electric company's high-voltage linemen, the system helps to safely guide technicians through their tasks.
"We had a Panamera hybrid in for an issue with the cooling system," Stephens says. "The Tech Live Look adviser helped by watching and guiding us through the ins and outs of high-voltage safety."