Guides
In-depth guides for service leaders
Longer, practical references on remote visual inspection, avoidable visits, first-time fix and the choice between live and asynchronous remote assistance. Written for people responsible for how service work is assessed, dispatched and documented.
The field service guide to remote visual inspection
Remote visual inspection lets a service organisation assess an asset, fault or condition from video and photographic evidence captured on site, instead of sending a specialist to look. This guide covers where it fits in a service process, what evidence is worth collecting, how cases are reviewed and which operational measures tell you whether it is working.
A practical guide to reducing truck rolls
A truck roll is only wasted when the visit produced nothing that could not have been achieved remotely, or when it had to be repeated. This guide sets out how to find those visits in your own data, which categories are genuinely avoidable, how visual triage changes the decision, and how to estimate the value honestly.
The service leader's guide to improving first-time fix
First-time fix is a measure of preparation, not of technician skill. Most failures trace back to a decision made before anyone travelled: the wrong fault assumed, the wrong skill set assigned, the wrong part ordered or no part ordered at all. This guide covers definition, diagnosis, intervention and measurement.
Remote visual assistance: live versus asynchronous
Live remote assistance and asynchronous guided video solve overlapping problems in different ways. Live sessions are interactive but require both people at once. Asynchronous capture is structured and reviewable but cannot steer a repair in real time. Most service operations need both, at different points in the process.
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.