Solution
Supporting technicians in the field with structured video
A technician facing an unfamiliar fault needs a specialist's judgement, not necessarily a specialist's presence.
No app. No account. No video call.
How can technicians get expert help without a live video call?
The technician records the component, the readings and the condition through a guided workflow and submits it as a case. A specialist reviews it when available and responds with instruction. Neither person needs to be free at the same time, and the whole exchange stays attached to the job record.
The typical situation
A technician waits on the phone for a specialist, or leaves site without resolving the fault.
Who records the video
The field technician, supported remotely by the technical team.
What is captured
- Component and assembly condition
- Meter and instrument readings
- Error codes and panel state
- The behaviour being investigated
- Work carried out so far
- Specific questions for the specialist
How the service team uses it
- Review submitted cases asynchronously
- Give precise instructions with visual context
- Support less experienced technicians
- Identify training needs
- Reduce escalations that require travel
Operational outcomes
- Fewer unresolved visits
- Better supported technicians
- Specialist time used efficiently
- Knowledge captured in the record
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 We do not publish savings percentages that have not been measured with you.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 technical support using guided video
Technical support teams and equipment manufacturers assess customer and technician video asynchronously, without an app, account or scheduled call.
- Field technician video to head office
Technicians record equipment condition, work performed, readings and completion through guided steps, reviewed centrally by the technical team.
- 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.
- Guided video for wind energy maintenance
Structured video from turbine sites: component condition, fault indications and completed work, reviewed remotely by technical specialists.
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.