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.

HVAC & refrigeration

See HVAC Problems Before Dispatching Your Service Engineers.

Most heating and cooling call-outs turn on details that are easy to show and hard to describe: an error code, a noise, a pipe run, a flashing light.

For HVAC service managers, technical service directors and service operations leaders in commercial HVAC, refrigeration, heat pumps and building systems.

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

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

Refrigeration engineer filming a commercial refrigeration controller display with a smartphone

How can HVAC companies use customer video before dispatch?

Before an engineer is booked, the building manager or homeowner receives a guided link and records the unit, the control panel, the error code, the sound the system is making and the surrounding installation. The service team reviews this and decides whether to advise remotely, send a specific engineer, or bring a particular part.

Operational challenges

Where HVAC & Refrigeration service loses time and money.

The situations below are where better information before and during the visit typically changes the outcome.

Fault codes read on site
An engineer travels to read a controller display the site contact could have shown before the job was booked.
Unit not identified
Make, model, refrigerant and age are unknown, so the right engineer and parts cannot be planned.
Repeat call-outs for parts
The first visit diagnoses the fault; the second visit fits the part that could have travelled the first time.
Heat pump and refrigeration complexity
Installation conditions, pipework and controls vary widely and are hard to describe over the phone.
Scarce specialist time
Senior engineers are pulled onto the road for faults they could have assessed remotely.
Weak service records
Commissioning and repair evidence is scattered across notes, photos and messages.

How it works

Two guided workflows, introduced together or one at a time.

Customer video before dispatch, and technician video during the visit. The person recording opens a link in their phone browser.

Before dispatch — customer or site contact

1Service request logged
2Site contact receives a secure link
3Records unit, data plate, controller display and sound
4Service desk reviews the case
5Advise remotely, request more, or dispatch the right engineer with the right parts

During the visit — technician or contractor

1Engineer opens the guided job capture
2Records condition found and readings
3Captures repair or commissioning steps
4Records completion evidence
5Supervisor or specialist reviews remotely

Commercial benefits

What it can change in your operation.

Better technical triage
Assess the unit, the code and the installation before an engineer is assigned.
Fewer return visits for parts
Identify likely parts from the data plate and fault evidence before travel.
Remote specialist support
Let senior engineers review structured cases without leaving the office.
Stronger service and warranty records
Keep dated visual evidence of condition, repair and commissioning per asset.

Results depend on your workflows, volumes and adoption. We measure them with you in a pilot rather than promise them in advance.

Worked example

Illustrative example — rooftop unit alarm at an office building

01 Problem
A facilities contact reports that a rooftop air-handling unit has stopped and an alarm is showing.
02 Capture
Through a guided link, the contact films the unit, the data plate and the controller display showing the fault code, and answers questions about when it stopped and whether the breaker has tripped.
03 Review
The service desk identifies the unit model, reads the code and sees that the condenser fan is not running.
04 Decision
A refrigeration-qualified engineer is assigned and the likely fan motor and capacitor are taken on the first visit.
05 Operational result
The engineer arrives prepared instead of attending to diagnose and returning with parts. Illustrative scenario — not a client result.

Pilot invitation

Start with one workflow in your operation.

A typical starting point is one request type — for example commercial HVAC fault calls where engineers often return for parts — run with one service desk team.

We analyse the current process and agree a baseline
We configure the guided capture and review steps
Your team runs it on real cases with our support
You decide on measured results whether to expand

How the Pilot Works Book a Discovery Call

Further reading: How to improve first-time fix rates in HVAC service

The typical situation

An engineer is sent to read an error code that the customer could have shown in thirty seconds, and returns another day with the correct part.

Who records the video

The building manager, facilities contact or homeowner — and the attending engineer during the visit.

What is captured

Indoor and outdoor unit
Control panel and error code
Thermostat settings
Sound of the system in operation
Pipework, flue and installation context
Access and location of the unit

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

Identify the unit type and age
Match the error code to a likely cause
Advise a reset or simple check remotely
Send an engineer qualified for that system
Prepare parts and commissioning documents

Operational outcomes

Fewer wasted call-outs
Faster diagnosis of error codes
Better prepared engineers
Documented commissioning and service history

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

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.
Customer video intake without an app or account
Customers submit guided video, photos and answers through a simple link. No app, no account, no 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.
Proof of completion for service and maintenance work
Close jobs with dated before-and-after evidence, checklist responses and restart confirmation attached to the service record.

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

See HVAC Problems Before Dispatching Your Service Engineers.

How can HVAC companies use customer video before dispatch?

Where HVAC & Refrigeration service loses time and money.

Fault codes read on site

Unit not identified

Repeat call-outs for parts

Heat pump and refrigeration complexity

Scarce specialist time

Weak service records

Two guided workflows, introduced together or one at a time.

What it can change in your operation.

Better technical triage

Fewer return visits for parts

Remote specialist support

Stronger service and warranty records