Diebold Boosts Field Service Efficiency With Video Collaboration

By Brian Albright, Field Technologies

Real-time video has helped cut training time by 35 percent and improve call resolution times.

The availability of relatively lowcost and high-quality mobile video streaming tools has enabled a new level of mobile collaboration, and field service companies have taken notice. According to Aberdeen Group (“Video Collaboration in the Field: See the Path to Resolution”), 22 percent of best-in-class field service companies are already using video collaboration tools, while another 47 percent plan to use them in the future.

These solutions give technicians access to an expanded knowledge base and to remote expertise, and they can more effectively collaborate and improve communication with remote experts and other support staff. Video also provides an effective and efficient means of ramping up training activities without pulling technicians from the field for multiple days.