The Impact Of ViiBE Live Visual Support Solution In The Field Service Industry. Why And How To Implement It.

Definition of field service operations, the evolution of the industry with the emergence of new technologies.

Field service management is the process of managing employees or contractors who are providing services to customers at their premises. Field service management involves sending your workers or contractors to another location.

Typically, field service providers deliver maintenance, repair, and installation services in response to customer requests for action. 

Companies that offer field service management include Xerox Corporation, Honeywell International Inc., AutoZone Inc., and Sears Holdings Corporation. 

A visual support tool allowing remote operations

Field tech support is what every customer wants today to get the needed help on time. it keeps your customer happy and maintains a consistent healthy relationship with the user.

not every problem related to the service is easy to handle.

Here is the visual support tool that comes in. It gives you the freedom to handle the problem remotely using popular apps, such as Zendesk, IBM Maximo, and ViiBE. Using these applications, customers can share the problem with the team by sharing photos, videos, and screen sharing. We can also use AR tools to handle the problem easily. It helps a lot to save time and effort.

Remote inspection to emit diagnoses

Remote inspection tools are used to diagnose machines and equipment that are not easily accessible. It can be used on both new and old machinery that needs service.

This technology will be the future of field service for many companies, as it offers faster inspections with higher quality results.

Companies see this as a new opportunity to find out what is wrong with their machines, even before they come in for service. This will not only save them time but also cost less.

There are many benefits to using remote inspection devices, which include the following: 

• improved accuracy of diagnoses; 
• lower costs; 
• improved customer satisfaction; 
• improved equipment reliability; 
• improved operational efficiency.

Remote maintenance to reduce CO2 emissions and reduce tech dispatch

Remote maintenance is a service that can help companies reduce their CO2 emissions by getting experts to fix the problem from the comfort of their own office. This service has been around for years and is one of the most popular remote services available in today's industry.

Remote maintenance gives customers access to experts in the field and eliminates the need for in-person visits. It also helps them avoid having to dispatch a technician, which saves time and money. Some companies may be hesitant to use remote maintenance, but it paves the way for efficient workflows by enabling work without being at a particular location.

Expertise management and call routing to increase the success rate of field service operations

Field service is a process where field service technicians visit clients with equipment or software issues to repair, replace, or update their systems. This process involves two major tasks:

1) Service scheduling and dispatch where the service technician schedules the call from the company’s customer support center and is then routed to a field technician for dispatching

2) Field service execution where the field technician visits the client’s location and provides technical support.

To increase the success rates of field service operations, it is important to have management expertise. On one hand, companies should be able to identify which technicians have high levels of expertise in which fields so that they can be dispatched to more complex cases with higher chances of success. On the other hand, companies should also have a system in place that monitors customer

An integrated Knowledge Management tool.

Knowledge management tools are becoming more and more integrated with the customer's CRM. They are providing benefits to both the customer and the company.

Knowledge management tools are becoming more and more popular in today's business world. They provide benefits to both the company and its customers. With these systems, companies can easily track the knowledge, skill sets, certifications of their employees through an online platform. Employees can store all of their work-related information in one place so they do not have to search for it when needed for a new project or task.

Ticketing solution to replace field service report

The field service report is a document that field technicians fill when on a site, inspection, or service task visit. The report includes information about the task and its outcome.

The reports should be sent to the customer and other relevant parties so they can check for any discrepancies and provide feedback.

The field service report is an important piece of the ticketing solution.

The field service report is an important piece of the ticketing solution. This type of report provides information on what needs to be done in order to complete the job. It tells the technician where they need to go, what they need to do, and how long it should take. However, this report makes up only one part of the entire workflow that leads up to making a service call which can cause problems if it's not done correctly.

Field service management software like ServiceTitan makes use of a ticketing system that includes an automated field service report generator. This type of software streamlines all parts of the workflow and ensures that technicians are never left in limbo while waiting for updates on their next step.

Access to enriched data to anticipate future field service needs.

All the data needs to be enriched and analysed to provide an insight into field service and their needs.

Access to enriched data enables companies to anticipate future field service needs. It is made possible by analyzing the data and leveraging it with natural language processing, machine learning, and predictive analytics.

Companies can then use this information for various purposes such as identifying patterns that can be used for actions such as improving performance or generating insights that can help in making strategic decisions.

Field service providers are able to identify which areas need more attention, what their strengths are, drawbacks of certain strategies etcetera by looking at the analysis of their past performance.

Create a Knowledge base for training purposes

A customer knowledge base is a great way to train and educate customers and employees.

A knowledge base can be one of the best ways to distribute information to customers and employees, especially if you have a large customer or employee base. It can serve as a central repository for all the information your company shares with customers.

Knowledge Management and Enterprise asset management

Knowledge management is a set of organizational processes that capture, store, and share information in order to improve decision-making. KM is a company’s most valuable asset, this is because it helps the business maintain competitiveness in the market by reducing new product development time and increasing productivity.

How to implement a field service strategy based on remote visual assistance?

Field service is an important part of the customer experience. Companies need to be able to offer their customers superior service, even if they are unable to visit them in person. If you're not able to handle the pressure of providing service, you're putting your company at risk.

Companies who use this strategy find it much easier to monitor their technicians and reduce operational costs for labour and equipment.

The KPIs to follow

The KPIs to follow are the KPIs that give the most insight into how effective the field service is.

• Define test use cases
• The definition of the experts' roles and responsibilities
• The testing phase
• Global training
• Scaling phase

Some use cases of the impact of live visual support in different field service sectors.

Field service is a broad and complex topic. From catering to construction, the focus of these services ranges from managing inventory to replacing damaged equipment, and sometimes, field service can be outsourced. Live visual support can help in different areas of field service sectors such as:

• Tasks as diverse as cooking and painting can be done remotely with the help of live visuals.
• With live visuals, workers can be trained with remote guidance from an expert, so they don't have to travel abroad for training.
• Live visuals can also be used to tackle difficult tasks such as fixing underground cables or repairing high voltage generators by making them accessible at a safe distance.

Construction

Live visual support is used for Construction field service. Construction field service is a way to promote on-site safety and security. In this section, we will discuss the benefits of live visual support in the construction industry and what considerations need to be taken into account while using it.

In construction field service, live visual support can be used for safety measures on-site. Live Visual Support is a remote monitoring system that uses real-time video and audio transmission to transmit information about remote sites and events in real-time.

Source: https://unsplash.com/photos/4khkLZuJEYI

Energy

The use of live visual support and field service in the energy industry is set to increase. With more and more renewables being built around the world, there will be an increase in demand for technicians who are trained on these systems.

Telecommunication

In the world of telecommunications, field service is a critical component for ensuring that customers are satisfied. In recent years, live visual support has been helping to solve this problem. This is because it allows the customer and the technician to see each other in real-time so they can better understand the problems and help each other fix them. This system also allows for remote training sessions, which helps with issues such as time zone differences and language barriers.

Healthcare

A healthcare company can use live visual support to help a patient in a remote location see a doctor.

Live visual support is the process of using technology to provide video and audio so that a person can have an interactive experience with another person or group of people.

In one example, a healthcare company may want to provide live visual support so that their patients in remote locations can see a doctor. A health care company could also use this technology for consultations between physicians

Conclusion

ViiBE live visual support solution has helped the field service industry to provide customer-centric and timely services.

ViiBE in the field service industry has made it easier for customers to connect with remote employees in real-time to solve problems in a timely manner.

ViiBE's live visual support solution has proven to be more effective than traditional support channels.

The need for some form of live visual support is increasing every day. More and more companies are using it as a way to make customer service easier, faster, and more personal. ViiBE's live visual support solution not only benefits customers by making getting information easier, but the field service industry is also benefiting from this field service technology.

This solution has helped companies understand how to use the product, find out if their customers are satisfied with the product or not with just one glance at their face, which saves time and money. The most important thing for any company is recognizing when they need help so ViiBE helps with that too by giving them an option to contact customer service right away if they have any doubts about it.