Solution
Pre-dispatch triage with guided video
Triage decisions are usually made on the weakest information in the whole process: a short verbal description of a technical problem.
No app. No account. No video call.
How can service teams triage requests more accurately?
Send a guided video link when the request is received. The customer or site contact is prompted to record the specific things your service team needs to see. The request is then triaged on visual evidence — urgency, skill required, parts needed and whether a visit is necessary at all.
The typical situation
Every request looks similar in the queue, so urgency and complexity are only discovered when a technician arrives.
Who records the video
The customer, site operator or building contact who reported the issue.
What is captured
- Video of the reported fault
- Required photos and angles
- Equipment identification
- Error or warning messages
- Structured question answers
- Checklist responses
How the service team uses it
- Rank urgency on evidence
- Separate remote-resolvable cases
- Match the request to the right skill set
- Plan parts and access
- Schedule with realistic job durations
Operational outcomes
- More accurate scheduling
- Fewer unnecessary visits
- Better prepared technicians
- Shorter time to resolution
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 We do not publish savings percentages that have not been measured with you.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
Related
Continue reading
- 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.
- Reducing unnecessary service visits
Some visits are avoidable: a reset, a setting, a consumable, a fault outside scope. Guided video identifies them before anyone travels.
- 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.
- Guided video for field service teams
See the problem before you send someone. Guided customer video before dispatch and structured technician video during and after the job, for field-service organisations worldwide.
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.