Does the customer or site contact need to install anything?

No. They open a link on their own phone and are guided through the capture steps in the browser. There is no app to download, no account to create and no live video call to join.

What happens if the recording misses something?

The service team can request a specific follow-up — a particular angle, the serial plate or an additional answer — through the same case, without starting again.

How long does it take to get started?

Implementation starts with one workflow. We configure the capture steps, questions and checklist for that workflow, connect it to how your team already works, and extend from there once it is running.

Is this software or a service?

It is software, licensed by subscription, with implementation included. Your team uses the platform; the people who record — customers, site contacts, technicians — need nothing installed.

Field service

Guided video for field service teams

Field-service operations make dispatch decisions from a short phone description. Guided video replaces that description with what the service team actually needs to see.

No app. No customer account. No live video call.

Book a 30-Minute Discovery Call Explore a Pilot Project See How It Works

Field service technician working on site

How can field service teams see a problem before dispatch?

A guided video link is sent to the customer or site contact. They are prompted, step by step, to record the fault, the equipment label and any error message from their own phone. The service team reviews the case before deciding who to send, what to bring, or whether a visit is needed at all. No app, no account and no live video call are involved.

Added value

What Service Video Experts does for field service teams.

Service Video Experts gives field-service organisations a structured view of a job before anyone is dispatched, and a documented record of the work afterwards. Requests arrive with video, photos, equipment details and checklist answers already attached, so planners decide who to send, what to bring and whether a visit is needed at all.

Decide dispatch on evidence

Planners see the fault, the equipment and the site conditions before a job is assigned.

Right technician, right parts

Skill level and parts are chosen from what is visible in the case, not from a phone description.

One record per job

Capture before dispatch and capture on site stay together in one structured service case.

The typical situation

A job is booked on a vague description, the technician arrives without the right information or parts, and a second visit is scheduled.

Who records the video

The customer, the site contact or the operator who is standing in front of the problem — and later the technician who carries out the work.

What is captured

Video of the fault in operation
Required photos and angles
Equipment identification and serial plate
Warning lights and error messages
Answers to structured questions
Checklist responses

Service cases

What the service team receives.

Illustrative workflow views across the sectors we work in. Example content, not customer data.

Facilities manager filming the fault code on a commercial rooftop HVAC unit controller with a smartphone — Illustrative workflow view

Site owner filming a solar inverter display with a smartphone — Illustrative workflow view

Building manager filming damaged roof tiles and flashing with a smartphone — Illustrative workflow view

Technician filming an alarm keypad beside an entrance camera with a smartphone — Illustrative workflow view

Depot engineer filming an EV charge point screen with a smartphone — Illustrative workflow view

Kitchen engineer filming a commercial combi oven control panel with a smartphone — Illustrative workflow view

Householder filming a leaking pipe joint under a kitchen sink with a smartphone — Illustrative workflow view

Water utility operative filming a street meter chamber with a smartphone — Illustrative workflow view

Tenant filming a damp patch on an interior wall with a smartphone — Illustrative workflow view

Workshop technician filming underneath a raised vehicle with a smartphone — Illustrative workflow view

Wind turbine technician filming components inside the turbine tower with a smartphone — Illustrative workflow view

How the service team uses it

Triage incoming requests more accurately
Diagnose remotely where the fault allows
Assign the technician with the right skill set
Prepare the right parts before travelling
Brief the technician with visual context

Operational outcomes

Fewer unnecessary visits
Better first-time fix performance
Shorter diagnosis time
Consistent service records

Outcomes depend on your own service operation. We do not publish savings percentages that have not been measured with you.

Two directions of video

Before dispatch, and from the field.

The same structured approach is used in both directions, with different capture steps.

01 Customer or site → Service team

Service request received
Guided video link sent
Customer or site contact records
Service team reviews
Resolve remotely or dispatch correctly

02 Field technician → Head office

Technician opens the job
Guided capture on site
Checklist and readings
Before and after evidence
Completion record reviewed centrally

Common questions

What service teams usually ask first.

Does the customer or site contact need to install anything?: No. They open a link on their own phone and are guided through the capture steps in the browser. There is no app to download, no account to create and no live video call to join.
What happens if the recording misses something?: The service team can request a specific follow-up — a particular angle, the serial plate or an additional answer — through the same case, without starting again.
How long does it take to get started?: Implementation starts with one workflow. We configure the capture steps, questions and checklist for that workflow, connect it to how your team already works, and extend from there once it is running.
Is this software or a service?: It is software, licensed by subscription, with implementation included. Your team uses the platform; the people who record — customers, site contacts, technicians — need nothing installed.

Pre-dispatch triage with guided video
Triage service requests on what the customer can show, not what they can describe. Guided video before dispatch across field service, equipment and technical support.
Remote diagnosis from guided customer and site video
Diagnose from structured video, photos, error codes and equipment identification submitted through a link — without an app, an account or a live video call.
Improving first-time fix with better information before dispatch
First-time fix depends on what the service team knows before travelling. Guided video supplies the fault, the equipment and the context in advance.
Field technician video to head office
Technicians record equipment condition, work performed, readings and completion through guided steps, reviewed centrally by the technical team.

Discuss your service workflow with us.

In 30 minutes we look at how requests arrive, how they are triaged and how work is documented today — and where guided video would fit.

Book a 30-Minute Discovery Call Explore a Pilot Project

Prefer to try the capture workflow yourself first? Start a free account