Q&A: What Is The Biggest Opportunity With Video In Field Service?

By Sarah Nicastro, publisher/editor in chief, Field Technologies
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We hosted a webinar recently to discuss some of the incredible value video can bring to field service, along with some of the most common challenges using it can bring about. Chris Savio of LogMeIn Rescue was on hand to provide some insight and tips for success. Are you curious how video could impact your organization, or what issues you might run into in using it?

What are the technical essentials of a video solution? Are you required to be on wi-fi for video streaming?

While I can’t speak to all video solutions, I know for our solution, Rescue Lens, all the customer would need an iOS or Android device. The end user’s device then acts as the one-way video stream. The streaming support session can be run with or without a wi-fi connection, and with our adaptive video quality, you’ll get the best picture regardless of whether you are using a 3G, 4G, or WiFi connection.

Can our technicians just use FaceTime, or do we need a more robust solution? What’s the difference in capabilities?

While FaceTime may have been a good temporary solution in the past, we recommend using a purpose built video support tool. With a purpose built tool like Rescue Lens you not only get the video capability but a robust set of features built to help guide support situations – like whiteboarding technology – and to keep a record of usage with reporting capabilities, video recording and ticketing system integrations. This grouping of features isn’t available with video chat solutions like FaceTime.