Iris Industry Insights: Field Services

Changing Tides Within the Field Service Industry

Mobile live video is one of the most revolutionary innovations to come to the Field Service industry in recent years. This technology, which can be utilized via a standard mobile device, has the potential to significantly reduce delays in solving complex problems, and even eliminate the need for repeat call-outs. Using a technology like Iris, technicians can acquire remote expert advice and management sign-off, in real-time, from just about anywhere in the world – recording the whole interaction in the process, for documentation purposes.

How Mobile Live Video Can Enhance Field Service Operations

Field Service organizations are quickly realizing the necessity of having a suitable solution in order to optimize their current business processes. By using appropriate live video technology, combined with a mobile device and connection to the Internet, field service organizations can capitalize on the many benefits that such a solution brings. A TSIA report has named video as one of their top trends for improving productivity and customer satisfaction within the field service industry. Consumer communication platforms like FaceTime or Skype might suffice in the short-term, however, the limitations of these platforms are just too great. The long-term negative implications of using these ‘quick-fixes’ for an operational capacity would far outweigh the benefits. These solutions are designed with social purposes in mind and they are not intended to scale the way in which a large field service team would require. Apart from the fact that any interaction carried out on such consumer platforms is not recorded or documented in any way, in order for the communication to be viable at all, a strong network connection is required. Making them extremely unreliable when used in remote and isolated locations – a common issue amongst field service technicians today.

What Can the Iris Platform Bring to the Field Service Industry

Mobile live video can be used in many capacities by employees out in the field. First and foremost, for field service organizations a more reliable connection is required to ensure video and voice transmission while working in remote locations. Iris’ smart and adaptive technology demands much less bandwidth than other solutions and will ensure a solid experience. In addition, our solution can eliminate the need for repeat service calls or technician’s requesting additional on-site support to solve difficult issues. As a result, a significant amount of time, resources and money can be saved within organizations. With the Iris Platform’s SDKs and APIs, live video sharing capabilities can be provided to customers or the general public through any native app or online platform. Technicians can leverage this user-generated content to visually preview cases before making the service calls, resulting in faster issue resolutions. With this method, technicians will have advanced knowledge of the situation and will be aware to bring the correct tools and equipment required to complete specific jobs. This alone will minimize the risks of downtime and will increase first-time fix rate. As a result, the overall service quality within your organization will improve thanks to an increase in customer satisfaction and operational efficiency, boosting both retention and revenue.

How About Eliminating Service Calls Altogether

Historically within field service organizations, any use of mobile live video would have been for internal use only, connecting field technicians with other members of staff. However, we are beginning to see a shift this trend and organizations within the field service industry are beginning to utilize this technology for not only B2B uses, but also for B2C purposes. This technology can facilitate customers to self-serve, freeing up technical resources will by reducing the number of call-outs required. Customer support agents can be armed with video support capabilities, enabling customer representatives to guide customers to self-serve and fix issues using our Iris Dev mobile live video technology. Initiatives like this, not only empower customers and increase customer satisfaction by helping to resolve their issues quickly but it also dramatically reduces the operational costs associated with sending technicians out in the field to personally inspect and fix such issues.

In addition to cutting costs, it demonstrates how good customer service experiences can be, turning what was historically a negative experience, into a positive one. Delivery in full on-time (first-time fix rate) is an important customer service KPI for any Field Service organization, and here we can see how minor technical problems can be resolved first-time around, with the help of live video assistance.

What Types of Companies Would Benefit from the Iris Platform’s Technology

The Iris Platform’s mobile live video technology would be a perfect fit for any organizations who dispatch staff to conduct activities out in the field. Also, any organization who requires a centralized hub for activities such as field dispatch, or customer and field support. In addition, any organizations who would have reason to capture and store recorded video and photos for client progress updates or as evidence for quality assurance queries. The added benefit of the Iris Platform is that all captured content has valuable metadata associated with it, which can be used as a form of content validation, and proof of activities carried out.

Check out the Iris Platform to learn more about mobile live video, the technology we provide, and what it can do for your business. Don’t forget to subscribe to our newsletter to stay up to date with mobile live video content.