Companies that are heavily dependent on field services are adopting mobile technology in their everyday operations for good reasons. On-site technicians can now be connected via live video with headquarters directly through their smartphones during field services.
Clearly, this technology is bringing us closer. Today, a single pocket-sized device can replace the bulky and expensive video-conferencing device used traditionally. Video conferencing started in the 1980s, and since then made real impacts and changes in the workforce with the booming of mobile communications platforms.
Video Interaction – The Emerging Technology In Assisted Field Services
Field services management is one of the quickest growing industries in the whole world. According to a research by Markets and Markets, Europe and Asia-pacific are among the largest players in the field and are expected to experience an increase in the market for the coming five years. Only Asian-Pacific countries will contribute to 40% of the total mobile field service management market size in the entire world.
With all the technology available, the demand for full services by end customers is greater than ever. This demand has influenced businesses to look for or to create innovative solutions to provide quick and reactive service to their customers. Whether it is for healthcare support, vehicle maintenance, or IT infrastructure troubleshooting, businesses today require more reliable field service management solutions to remain relevant in their industries.
Whilst awareness of mobile field service software and mobile workforce management is growing, live-video interaction is a solution is that becoming one of the most useful and innovative tools in the field service environment.
Video Innovation – Delivering Reactive Service
The success of field service work is highly dependent on the responses and situation, and live video interaction can contribute to its success. An on-site technician basically needs two things: a device with a video camera and a stable internet connection. In case of a possible problem arising, an expert needs to be accessible and available on-demand.
When an on-site technician encounters a complex problem, the expertise and help of a specialist are required immediately. Equipped with their smartphones, and a stable internet connection, on-site technicians can quickly receive assistance and expert opinions on the spot. This greatly helps businesses in the field services industry step up their game.
As mentioned by Customer Support Manager, Steve Wagner from Diebold, “Video collaboration in the field has a strong impact on the level of service we can provide our customers. We’ve been able to improve first-time resolution rates for service calls, and decrease the time our seasoned experts spend in the field mentoring new technicians by about 33%”.
A Complete Cost-effective Video Solution For Field Services
Free video applications are already making a significant impact in the field services sector for either individuals or small businesses. However, the existing free video-calling platforms are meant to be used primarily for social interaction and simple video calls. As such, these platforms fall short when multiple support teams need to communicate at the same time.
By integrating video solution into an existing application, it can provide the following features:
- Annotation: Annotate specific video frames or documents, and facilitate pictures sharing
- Multiparty: Allow multiple participants in a joint multi-party video call and create a one-to-many conversation
- Remote controls: Remotely zoom in or out; control the flashlight of the phone; toggle between front and rear camera; snap an HD picture
Small to large-sized businesses can integrate advanced video solutions to their field service applications and websites. These solutions will not only improve the employee’s working experience but also create an enhanced experience for the customers. There is now less need to send a specialist to be on the frontline, reducing costs and time. Lowering expenses can be an advantage over competitors for many businesses.
An expert offsite can share knowledge with the field technician onsite while providing training. A field technician can solve a problem faster and record the video live-interaction for future consultation. Two benefits for the price of one – cost-effective training and faster problem-solving.
The Future Of Field Services
With the current boom of the cloud-based services, it has become much simpler to integrate live video interaction solution to an existing field service application. The use of a simple video communications application programming interface (API) enables a cloud-based service that allows for both high availabilities as well as improves security standards.
Surely, technology will never be able to replace field services completely. We will always need the hand of technicians to replace or fix things on site. However, market demands are changing and the industry must evolve alongside.