If you log onto Vine on your phone and follow American construction store Home Depot, they provide their followers with seconds-long videos that demonstrate helpful “how to’s” for some of the products available for purchase at their stores. Other people turn to YouTube to learn how to fix broken machinery around the house.
Lately there’s been a lot of talk about how to enhance field service and provide better customer service. As companies utilize mobile workforce management and implement mobile field service software, there’s one tool that is perhaps being under-utilized: video. Aberdeen conducted a report and found that 50% of the Best-in-Class companies currently use or plan to use video collaboration tools. Since mobile phones have the ability to not only give technicians access to audio communication or the ability to take and share photos of broken machinery or projects they are trying to fix, why not also use a phone’s video capabilities?
Read on to learn how video is being used for collaboration in field service:
Train New Workers on the Job
New field service workers not only expect to be equipped with mobile tools, but also to be able to use those tools in the best ways possible. This generation of Millennials especially will welcome the idea of using their own smartphones or tablets at work. With the rise of social media and crowdsourcing, young workers want to be able to remotely collaborate with their peers and supervisors to be able to get help completing difficult assignments. In the Aberdeen Group report, “Video Collaboration in the Field: See the Path to Resolution” (June 2015), it is stated that more than half of the Best-in-Class companies’ main purpose for using social tools is training.
There’s no longer a reason for them to have to sit in a room watching training videos for the long periods of time. According to the Aberdeen report mentioned above “the Best-in-Class are 70% more likely than their peers to provide technicians with access to a knowledge base of recorded training videos.” Video collaboration gives new technicians the opportunity to be sent into the field sooner, since their training can happen on the job with a more hands-on, active approach. In the future, this type of collaborative training will become more popular since it gives new techs the chance to not only get to work faster, but learn on-demand when necessary rather than have to retain training information that they may not use for a long time.
Fix Issues in Real Time
Field service software makes it possible to collaborate with team members on complex projects via checklists, photo attachments with annotations, and video, but it is especially video that takes teamwork up to another level. According to the Aberdeen Group report, the Best-in-Class are 43% more likely than other companies to provide technicians with access to social media and collaborative tools to help make knowledge transfer easier.
Live video streaming is better than a regular phone call any day. Colleagues won’t have to review information after the techs have already been onsite, and the technicians won’t have to try and explain the problem verbally while talking on the phone to a remote expert. With a video collaboration tool, field service technicians will be able to connect to colleagues who can help them fix a problem the first-time. In fact, the Best-in-Class have an 88% first-time fix rate percentage and are 69% more likely to have implemented live collaborative video tools to loop in remote experts. Furthermore, technicians who no longer want to work in the field can offer their expertise in the back office providing tips and suggestions to workers in the field via video.
Overseeing Work Being Done
It’s not only training and team collaboration that video helps with, it can also help make customers feel more comfortable when they can’t be onsite when work is being done. A live video stream can show the customer that the technician is working, what they’re working on, and that everything is being done according to their SLAs or other agreements. It’s peace of mind for the customer.
Using video tools gives technicians even more knowledge and information that is useful for helping provide great service and helps them stay up to date with their expertise.