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.

Medical equipment

Guided video for medical equipment service

Clinical equipment must be returned to use quickly and documented carefully. Guided capture supports both without adding work for clinical staff.

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

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

Technician filming equipment identification details with a smartphone

How can medical equipment service teams assess a device issue before attending?

Clinical or biomedical staff record the device, the error message, the asset label and the condition through a short guided link. The service team confirms the device variant, assesses the fault and decides whether remote guidance, a spare device or an engineer visit is the right response. Capture steps and wording are defined with the organisation.

Added value

What Service Video Experts does for medical equipment service teams.

Service Video Experts lets clinical and biomedical staff record device faults, error messages and asset labels in a guided, structured case, so technical support can advise quickly and every intervention leaves a documented record.

Clinical downtime reduced

Support sees the device and the message immediately instead of interpreting a phone report.

Asset identity confirmed

Asset tags and serials are a required capture step on every case.

Documented interventions

Findings, work performed and condition on completion are retained against the device.

The typical situation

A device is taken out of clinical use while an engineer is scheduled simply to identify the fault.

Who records the video

Clinical or biomedical staff on the ward, and the attending service engineer.

What is captured

Device and asset label
Error message on screen
Accessories and consumables in use
Alarms and indicator state
Physical condition and damage
Location and access

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 device model and configuration
Advise clinical staff on immediate steps
Decide between spare device and engineer visit
Prepare parts and calibration equipment
Maintain a documented service history

Operational outcomes

Faster return to clinical use
Fewer diagnosis-only attendances
Consistent service documentation
Better asset history

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

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 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.
Quality control for field-service work
Supervisors review completed work from structured video and checklist evidence instead of travelling to inspect a sample of jobs.
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.

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