Solution
Remote diagnosis from guided customer and site video
Many faults can be identified from the right five pieces of visual evidence. The difficulty is making sure those five arrive.
No app. No account. No video call.
How can service organisations diagnose problems without attending site?
Guided capture prompts the customer or operator for exactly the evidence a diagnosis requires: the fault in operation, the error message, the equipment label and defined close-ups. A technical reviewer works through the case asynchronously and either resolves it, requests a specific missing detail, or dispatches with a confirmed diagnosis.
The typical situation
Remote diagnosis fails when information arrives in fragments across calls, photos and messages.
Who records the video
The customer, the site operator, or a technician who needs a second opinion.
What is captured
- The fault occurring
- Error codes and indicators
- Equipment and serial identification
- Defined close-up angles
- Structured question answers
- Sound and operating behaviour
How the service team uses it
- Review the case when the specialist is available
- Request a specific missing angle
- Confirm the likely cause before travel
- Advise a safe customer-side action
- Escalate with complete context
Operational outcomes
- Faster diagnosis
- Fewer diagnosis-only visits
- Specialists used efficiently
- Confident dispatch decisions
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 We do not publish savings percentages that have not been measured with you.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
- 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.
- 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.
- 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.
- Guided video for industrial equipment service
Let machine operators report faults with guided video, warning codes and serial plates so technical teams can assess industrial equipment issues before dispatch.
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.