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.

Industrial equipment

Understand Equipment Faults Before Sending a Specialist.

Industrial equipment faults are hard to describe over the phone. A guided recording from the operator gives the technical team the machine, the code and the condition in one case.

For aftermarket and aftersales directors, technical service directors and field service leaders supporting machinery and industrial equipment.

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

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

Service engineer filming a fault on industrial equipment with a smartphone

How can industrial service teams collect better information before dispatch?

The machine operator receives a guided link and is prompted to show the machine, the warning code, the serial plate and the affected component. The technical team reviews the case, determines the likely cause, and decides which engineer and which parts are required before anyone travels to site.

Operational challenges

Where Industrial Equipment Service service loses time and money.

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

Machine not identified
Model, configuration and serial number are unclear, so advice and parts cannot be matched.
Second-hand fault descriptions
Faults are reported by operators who describe symptoms, not causes.
Specialist engineer travel
Specialists travel long distances to assess faults that could have been reviewed remotely.
Parts not prepared
The engineer arrives without the component that would have ended the downtime.
Downtime pressure
Every hour of uncertainty extends production loss for the customer.
Thin service reporting
Service reports lack visual evidence for warranty, claims and maintenance history.

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

1Operator or customer reports a fault
2Receives a secure guided link
3Records the machine, type plate, fault code and affected component
4Technical support reviews the case
5Advise remotely, prepare parts, or send the right specialist

During the visit — technician or contractor

1Field engineer opens the guided service workflow
2Records condition found and measurements
3Captures repair and replaced parts
4Records completion and test run
5Technical support or warranty team reviews

Commercial benefits

What it can change in your operation.

Faster remote technical assessment
Technical support sees the machine, the code and the component within the first contact.
Parts prepared before travel
Type plates and fault evidence make it easier to identify the likely components.
Specialist time protected
Senior engineers travel where the fault genuinely requires them.
Better service reporting
Structured visual records support warranty decisions, claims and equipment history.

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 — hydraulic fault on a production press

01 Problem
A customer's maintenance contact reports that a press has stopped with a hydraulic pressure alarm.
02 Capture
Through a guided link, the contact films the control panel and alarm, the type plate, the hydraulic unit and a visible leak at a fitting.
03 Review
Technical support confirms the machine configuration and identifies a likely failed hose assembly.
04 Decision
The correct hose assembly is dispatched with a field engineer, and the customer is advised on safe isolation in the meantime.
05 Operational result
The specialist arrives with the likely part instead of travelling to diagnose first. Illustrative scenario — not a client result.

Pilot invitation

Start with one workflow in your operation.

A typical starting point is technical support intake for one equipment range or region, before specialist dispatch.

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: Building a business case for remote visual inspection

The typical situation

Production is stopped, the fault is described second-hand, and the engineer arrives without the component that would have ended the downtime.

Who records the video

The machine operator, the maintenance contact on site, or the attending service engineer.

What is captured

Machine running or failing to run
Control panel and fault code
Serial and type plate
Affected component close-up
Sound and movement of the fault
Safety and access conditions

Service cases

What the service team receives.

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

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

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

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

Confirm the machine model and configuration
Interpret the fault code against the equipment
Advise the operator on immediate safe actions
Identify the parts likely required
Escalate to a product specialist with full context

Operational outcomes

Shorter downtime
Right parts on the first visit
Less specialist travel
Better maintenance 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.

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.
Sending the right technician with the right parts
Identify the equipment, the fault and the likely components from guided video before a job is assigned, so the first visit can finish the work.
Remote technical support using guided video
Technical support teams and equipment manufacturers assess customer and technician video asynchronously, without an app, account or scheduled call.
Structured service documentation from the field
Video, photos, answers and checklist responses kept together as one structured service record instead of scattered across messages and notes.

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

Understand Equipment Faults Before Sending a Specialist.

How can industrial service teams collect better information before dispatch?

Where Industrial Equipment Service service loses time and money.

Machine not identified

Second-hand fault descriptions

Specialist engineer travel

Parts not prepared

Downtime pressure

Thin service reporting

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

What it can change in your operation.

Faster remote technical assessment

Parts prepared before travel

Specialist time protected

Better service reporting