Learn more about how Hydro One adopted virtual reality training to enhance its customer care experience and field service teams.
Hydro One Limited, through its wholly-owned subsidiaries, is Ontario's largest electricity transmission and distribution provider with approximately 1.5 million valued customers, approximately $31.5 billion in assets as at December 31, 2022, and annual revenues in 2022 of approximately $7.8 billion.
Hydro One's strategic partnership with VR Vision signifies a groundbreaking initiative to transform the training landscape for its customer care and field service teams. This collaboration stands as a trailblazer in Canada, introducing a novel approach to training customer care utility teams and propelling the industry beyond the confines of traditional utility services training. The collaboration leverages cutting-edge virtual reality (VR) technology to craft a connection training curriculum that promises a seismic shift in the learning paradigm. Through immersive and interactive experiences, Hydro One aims to elevate the skills and proficiency of its workforce, ensuring a more agile and responsive customer care and field service teams.
VR Vision utilized the Insta 360 Pro 2 for stereoscopic video capture. For close-up point-of-view shots, a GoPro was employed to synchronize the technician's view with that of the participating learner in virtual reality. This setup provided the learner with the ability to observe close-up work details and gain a better understanding of the environment in which the activities were taking place. To capture audio, individual user microphones were employed, along with state-of-the-art spatial audio capture technology. Additionally, the VR system was seamlessly integrated into the client's Learning Management System (LMS), enabling the tracking of each user's virtual reality triaging progress.
The VR training program developed by Hydro One and VR Vision accelerates the learning process by immersing trainees in a realistic, interactive environment, enabling them to gain practical experience quickly. It fosters empathy and understanding, allowing team members to better understand and appreciate the perspectives of customers. The program also enhances the retention of knowledge and skills through experiential learning, resulting in more confidence and proficiency. The initial results of this project have been very successful. This has triggered other departments to take advantage of the existing virtual reality foundation to expand into new scenarios for corporate training.