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 account. No video call.
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.
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
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 We do not publish savings percentages that have not been measured with you.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
Related
Continue reading
- 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.