Start small and specific: one workflow, one team and an agreed group of real service cases. Record a baseline before you begin, define a handful of success measures, configure the guided capture steps for that workflow, run it for long enough to collect meaningful data and then decide — adjust, expand or stop — on the evidence.
Choose the right first workflow
The best first workflow is frequent, costly when it goes wrong and easy to explain to customers or technicians. Pre-dispatch triage for one common request type, or completion evidence for one job type, are typical starting points.
Agree success measures up front
Pick measures you can actually record, and capture the baseline before the pilot starts.
- Share of customers or technicians submitting usable evidence
- Additional clarification calls per case
- Cases resolved remotely
- Repeat visits and first-time fix for the selected request type
- Time taken to assess a service request
- Compliance with the documentation workflow
Prepare the people, not just the tool
Brief the service desk on how to review cases and when to request more evidence. Make sure the message sent to customers explains why the video helps them. Adoption depends far more on these details than on the software.
Decide on evidence
At the end, compare results with the baseline. If the workflow works, extend it to more teams or request types. If it does not, adjust the capture steps or stop. A pilot that ends with a clear decision has done its job.