When a technician is dispatched, they do not always know what to expect on site. The service request may be incomplete, the problem may have been misdiagnosed, or the equipment may be difficult to assess over the phone. Remote visual support makes it possible to see the situation in real time and make a more informed decision. For service companies, it helps optimize field operations, support technicians and reduce unnecessary trips. Here’s how it works.
What Is Remote Visual Support?
Remote visual support is a video assistance service that allows an expert, technician or support agent to see what the other person is showing through the camera of a smartphone, tablet or computer.
Unlike a phone call, the conversation does not rely solely on a verbal description. The person on site can show:
- a malfunctioning piece of equipment;
- a part that needs to be replaced;
- a technical installation;
- an issue that is difficult to describe;
- the environment in which the problem is occurring.
Remote visual support is therefore more than a standard video conferencing solution. It serves a clear operational purpose: observing a situation, guiding a procedure, qualifying a service request or determining whether an on-site visit is necessary.
ViiBE by Praxedo enables users to make video calls and create video reports from Praxedo’s web and mobile environments.
How Does Remote Video Assistance Work?
Remote video assistance typically involves several steps.
1. The service request is qualified
The customer, technician or support agent describes the issue. When the available information is not sufficient, a video session can be initiated. In some workflows, the company sends a link to the person involved. They can then open the link in their web browser to join the session.
2. The situation is shown in real time
Using video, the expert can observe the equipment or installation concerned. They can ask the other person to move closer, zoom in on a specific part or repeat a particular action. This approach provides information that is often impossible to obtain over the phone.
3. The expert supports the diagnosis
Remote technical assistance may involve:
- guiding a check;
- explaining a procedure;
- identifying a part;
- demonstrating a process;
- confirming whether an on-site visit is required;
- determining which tools or equipment should be brought.
ViiBE also allows users to search for and share files, as well as collaborate on documents during the call.
4. The next step is determined
If an on-site visit is still required, the video diagnosis helps the company prepare the work order more effectively and assign the appropriate resources.
Remote visual support does not systematically replace physical interventions. Instead, it helps determine when an on-site visit is genuinely necessary.
When Should You Use Remote Visual Support?
Remote visual support can be used in a wide range of field service situations.
- To qualify a service request before dispatching a technician. The company can assess the level of urgency, the nature of the problem and the expertise required.
- If a technician encounters a problem on site, they can contact an expert without waiting for the expert to travel to the location. This type of video support gives technicians faster access to expertise and helps build greater team autonomy.
- To prepare for a service visit. The images collected can provide more information about the issue, site accessibility, equipment specifications or parts that may be required.
- To document the condition of an installation or the completion of an operation. With Praxedo, the integration with ViiBE can be used to create a work order from a video call and retrieve the associated documents.
What Are the Benefits of Remote Visual Support for Maintenance?
Remote visual support for maintenance helps companies reduce unnecessary diagnostic trips. Not every issue can be resolved remotely, but many service requests can be better assessed before a technician is dispatched.
It also helps improve work order preparation. Technicians have access to more detailed information and can arrive with the right tools, parts and level of expertise. The information collected can also be used again later.
For operations managers, remote visual support is also a way to make better use of available resources. An expert can support several field teams remotely without having to travel to every site.
Video assistance can also improve the customer experience. Customers receive an initial assessment more quickly and have a clearer understanding of what will happen next.
How Can You Integrate Remote Visual Support into a Field Service Management Process?
To deliver meaningful results, a remote visual support solution must be integrated into the company’s field service management process.
First, the company should define the situations in which a video session should be initiated: an unclear service request, equipment that is difficult to identify, a need for expert advice or uncertainty about whether an on-site visit is required.
The information collected should then be linked to the customer record, equipment or relevant work order. This continuity prevents the video from remaining isolated in a separate communication tool.
This is the value of remote visual support for field service management. With ViiBE and Praxedo, a ViiBE ticket can be associated with a Praxedo work order. Shared documents and video reports can then be retrieved as part of the work order.
Remote Visual Support for Field Service Companies: Key Takeaways
- Remote visual support allows companies to see a problem from a distance and qualify it more accurately.
- It complements phone calls and video conferencing with a more operational approach.
- It helps support technicians and connect them with the right expertise more quickly.
- It can reduce unnecessary trips and improve work order preparation.
- Its integration with an FSM platform connects video calls to scheduling and customer records.
- It can improve customer satisfaction and help reduce the carbon footprint associated with field travel.
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