CARL Software, a subsidiary of the French group Berger-Levrault, continues its innovation momentum in industrial and tertiary maintenance. In 2025, the company enhances its CARL Source platform with a new augmented remote assistance solution. This solution shares expertise from the field, stores it in the equipment’s history, and feeds it into a generative Artificial Intelligence to offer troubleshooting assistance.
In a technological context that accelerates the deployment of complex equipment, the shortage of maintenance skills, and the need for increasingly specialized technical expertise in the field, remote maintenance becomes a decisive response to improve maintenance efficiency and costs.
To address this, CARL Berger-Levrault presents its remote maintenance solution, CARL Remote Assist. Its use is practical, ergonomic, and intuitive as it is directly integrated into CARL Source CMMS solution and its mobile application, CARL Touch, allowing technicians to remain within their application environment.
With CARL Remote Assist, technicians are never alone; they can access a remote expert at any time, speeding up resolution times. The CMMS can list specialists for each type of equipment, enabling the selection of the most suitable experts for each situation. Another strong point is the ability to contact external professionals (e.g., manufacturers, specialized service providers) without them needing to install any application.
Once the connection is established, the remote assistance session is organized via audio, video, or chat with document sharing capabilities. The technician interacts with the expert, who provides remote guidance. Image annotation combined with voice ensures the effectiveness of the technical work, all in complete safety. Ultimately, the system automatically records reports containing visual guidance, videos, voice recordings, messages, and exchanged files.
All information is recorded and linked with the equipment. It is directly shared with maintenance methods to improve practices or made available to other technicians for future work. This new body of knowledge is a significant source of expertise that feeds our AI process. The generative AI for diagnostic assistance is thus reinforced.
In summary, CARL Remote Assist offers a clear return on investment by guaranteeing:
- 81% improvement in First-Time Fix rates,
- 70% reduction in work resolution time,
- 50% reduction in unnecessary travel,
- Regulatory compliance and audits by recording each step in reports.
This innovation is fully aligned with CARL Berger-Levrault’s overall approach to modernizing CMMS and Asset Management to meet the challenges of Maintenance 5.0.
