Augmented Reality: a new service model for the energy transition

Author: Björn Pompe, Manager, Service Offer Lab Fuel & Exhaust Service, Business Unit Marine Solutions, Alfa Laval

Remote connectivity is the foundation of next-generation service. A stable connection in the machinery space puts an Alfa Laval expert at the crew's side from anywhere on the globe. With AR, our expert can then guide them remotely step by step. This real‑time collaboration gives crew the confidence to effectively handle complex systems.” – Björn Pompe

A new vision for service delivery

The energy transition is fundamentally changing what it means to operate a vessel. Systems linked to decarbonization and alternative fuels are arriving faster than training programmes can keep pace with – and many are unlike anything crews have encountered before. The consequences of getting it wrong, whether for uptime, compliance or safety, have never been higher.

Alfa Laval's response is a new service model: one that uses reliable connectivity throughout the machinery space - engine rooms, pump rooms, propeller spaces and other technical areas – to create a permanent link between the vessel and Alfa Laval's global network of experts. Wherever the vessel is operating, around the clock, crews have immediate access to the guidance they need to troubleshoot faster, operate more confidently and stay compliant. For shipowners, that means improved operational efficiency, reduced service costs and a measurable contribution to industry sustainability.

From written description to live visibility

Remote support at sea has traditionally relied on phone calls, email and the exchange of photos and technical information. Those channels remain important but troubleshooting complex issues remotely can still take time when experts are trying to interpret a situation they can't directly see.

What has now changed is not remote support itself – it's the ability to make it visual, in real time. This way of working is already well established in land-based applications but at sea, the constraint has always been connectivity.

With the emergence of low-Earth orbit (LEO) satellite services that is largely removed. Connectivity costs have dropped significantly – by as much as 90%, according to industry sources – with stable, high-speed internet now available to much of the world fleet.

Building the basis for scalable remote services

The critical step, however, is extending connectivity into the machinery space.

To test this in practice, Alfa Laval initiated a joint 12-month project with shipowner Maersk, ship manager Anglo-Eastern and engine OEM Everllence (formerly MAN) during which my colleague Martijn Berends, IOT product expert, and I worked with their representatives to, firstly, establish stable Wi-Fi coverage in the ship's technical areas and, secondly, test how to use that connectivity to support crews in day-to-day operations.

We were able to confirm that only limited additional hardware investment is required for additional Wi-Fi access points, with a straightforward business case: preventing a single major failure that takes a vessel off-hire for days or weeks can justify the connectivity outlay across an entire fleet. Some shipowners are already including this as part of the baseline design on newbuilds. If required, we can also use existing gateways on Alfa Laval equipment to create a local wireless connection around those systems.

We went on to conduct extensive trials to validate the full range of AR use cases, including troubleshooting, operational guidance, crew training and product evaluation.

A surprisingly simple solution

We initially assumed the solution would involve dedicated AR headsets or glasses. We tested a number of devices but onboard conditions very quickly exposed their limitations. Most rely on SLAM (Simultaneous Localization and Mapping) technology, which uses fixed reference points to map the surrounding environment. On a moving vessel at sea, that creates instability in the visual image, rendering the devices unusable.

In the end, the most effective solution turned out to be the simplest: a standard smartphone.

Using the camera, a crew member can stream exactly what they are seeing in real time. The service engineer onshore sees the same view and provides the necessary guidance.

Using a smartphone does mean one hand is occupied. In practice, shipowners can handle this pragmatically by assigning one person to hold the camera while another carries out the task.

Typical use cases

Most service calls are about troubleshooting. A ship's engineer notices something unusual – a reading, a sound, a behaviour – and initiates a call. Now, instead of describing the issue, they can show it. Help becomes precise – “look at this, not that” – and decisions are made faster, reducing downtime and avoiding unnecessary escalation. Language barriers matter less, too: instead of relying on written explanations, the issue can simply be shown.

The same approach can be used to guide crews through procedures, including manual operation if a control system is unavailable. It can also be used to identify correct spare parts, avoiding delays and incorrect orders.

Training is where the impact becomes more structural.

Traditionally, crew attend courses onshore, typically during their free time. With this new approach, training can happen on the vessel, on the actual systems the crew are responsible for. Service sessions can also be recorded, allowing crews to revisit real cases and build experience over time.

Operational, commercial and compliance impact

Immediate access to expertise supports safer and more consistent operation, while faster resolution of problems improves uptime and reduces the risk of off-hire.

There is also a clear cost benefit. AR support reduces the need for travel, eliminating flights, accommodation and port-related costs.

Compliance is equally important. Systems such as ballast water treatment, exhaust gas cleaning and bilge water handling must operate within strict limits. AR allows crews to verify operation, carry out checks and make adjustments with expert guidance.

We are already looking to deliver our PureBallast Compliance Service Package through a hybrid model, alternating between onboard service and a complete service delivered remotely every second year.

A practical evolution of service

I spent 19 years at sea, working up to chief engineer, so I know the reality of maintaining complex systems under pressure. Having basic AR would've made all the difference.

It builds on what was already there – phone support, email and global service networks – and adds the missing element: visibility. Mostly, it allows us to deliver our expertise quickly when something happens – especially in situations where sending engineers isn't feasible.

Looking ahead, the next step will be more proactive: combining AR with data from connected equipment. If performance data shows that parameters are drifting, we can intervene before a failure occurs, contacting the vessel and providing corrective action in real time.

The technology itself isn't complicated. With reliable internet extended into the machinery space, this kind of practical, scalable collaboration between crews and service engineers will become increasingly important.