Can't visit customers on-site during the pandemic? Here’s the solution. Microsoft HoloLens for top notch remote support.

The HoloLens for remote support.

Über Aura

For more than 30 years, Germersheim-based AURA GmbH & Co. KG has been held accountable for heating the production industry. We helped the leading manufacturer of process heating and thermal oil systems in accompanying customers every step of the way, despite limiting Covid19 restrictions.



  • Augmented Reality
  • Spatial Anchors
  • Digital Twin
  • Microsoft 365


  • Remote support services
  • Faster fault identification and resolution
  • Fostering UX for Training & Education
  • Increase in first-time fix rate


  • 2020


  • Microsoft Hololens
  • iOS & Android

The Challenge

Global service and support

The Challenge

Let’s have The Terminator lead our way

  • Worldwide lockdown measures 2020
  • Travel restrictions for employees
  • Lack of specialist staff on site
  • Prohibition of on-site training

How are great customer service and support provided to China or the U.S. with no options for visits on-site? Can mixed reality help make the journey from steering through PLC control panels to a faster, easier, more direct troubleshooting? How can we add value to the manufacturing industry with what Terminator already knew how to do back in the 90s?

Introducing holographic computing to the daily business at AURA promised to be highly beneficial from the start. However, when Covid-19 and its travel restrictions came, technology leads the way to create even greater value than anyone would have foreseen.

The Solution

Making mission impossible possible

Die Lösung

Spatial Computing for AURA

  • Digital twin modelling
  • Real-time data visualisation
  • Spatial Anchor technology
  • Microsoft HoloLens

Making use of already existing CAD data, we create a digital twin of an AURA plant to project it directly into the field of vision of someone wearing a Microsoft HoloLens. Real-time data obtained from sensors on the filling level, temperature, and flow rate can be placed at their exact, corresponding locations by applying so-called Spatial Anchor technology. 

The HoloLens wearer can now choose whether to stand in front of the real machinery and inspect the superimposed data or to call up the 3D plant model from any other, arbitrary location and still receive real-time sensor information. Either way, what is being seen through the HoloLens can be visualized to remote partners via camera when communicating via video stream.

The Benefit

The benefit

The Benefits

Harnessing Sci-Fi in 2020

  • Service and support from a distance
  • Faster fault identification and resolution
  • Increase of first-time fix rates
  • Fostering UX in training and education

AURA’s specialists in Germany are now able to accompany their Chinese colleagues by video. Utilizing the HoloLens in customer service, possible causes of malfunction can be checked and instructions are given from distance. While listening to advice from afar, the manufacturer has his hands free to carry out step by step the necessary work. 

Remote support speeds up the most important part in the event of a failure, which is fault identification. As accuracy and first-time-fix rate of interventions are increased, we’re saving time by freeing AURA staff from the need to travel, while contributing to climate protection. Since machinery is becoming more and more complex, while at the same time, there is less personnel to be accountable for ensuring smooth plant operation due to cost pressure, the creation of new possibilities in customer support by using technology, is of highly valuable.

The Extras

The extra

The Extra

UX for Training & Education

Especially in times of COVID19, speed and location-independence of support services from AURA are profitable advantages. Soon enough, we realize there are great benefits in using HoloLens also in training and education. After all, the Palatinate turbines are up to seven meters high and 20 meters long, with outputs of up to 20 megawatts – quite intangible to the naked eye.

With the use of the Microsoft HoloLens, it is now possible to  study the plant  not only in situ:  Uploading the holographic model  right in front of him or her,  wearer can closely inspect individual components and switch focus between distant parts within seconds.

This shortens learning and commissioning times and brings UX into training and education. Cumbersome learning on small displays terminated.