The Top Three Challenges Faced By Field Service And How Live Video Streaming Can Address Them

A new mobile technology has emerged that dramatically improves the ability of individuals at the site of a problem to collaborate with, and receive support from, remote experts. Enterprise-grade mobile streaming of real-time video enables on-site workers to show remote experts the nature of a complex problem rather than struggling to explain it in words via a telephone call. The result is faster problem resolution at a lower cost.

Challenge 1: New Pressures on Field Service and Maintenance Organizations

In the consumer service sector, pressure to resolve field service problems quickly is driving adoption of live streaming video. The reason is simple: competition. Numerous studies have shown that superior customer service is a key component in building loyalty and reducing customer churn. For example, in a widely-quoted survey conducted by Harris Interactive, 89 percent of the customers queried had switched to a competitor after a poor customer experience. With live streaming video as an added method of communication, technicians can more effectively describe issues they encounter. This enriched flow of information leads to faster and more accurate diagnosis of issues, quicker and more satisfactory resolution of these issues and, in the end, happier customers.

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