A clearer path for video in FSM

Video for self-service and customer support is not new, but in field service (FS) there is yet to be major use of video to improve support. It's not surprising, given that FS tends to lag overall in new technology adoption. Consider mobile devices and applications: while we have seen an incredible amount of literature highlighting the benefits, there are still many FS organisations that rely on paper-based forms.

Consumerised expectations do drive change within FS enterprises and we see this with overall mobility uptake. Yet, enterprise applications need to fit IT and security standards to become enterprise-ready, not often a consideration when it comes to apps for consumer purposes. The same can be said of cost considerations. Yet, forward-thinking FS businesses are able to build a scalable roadmap that considers the business value of ‘emerging consumer technology’.

Streaming video is still in its early stages of adoption for FS, whereas it is used extensively for communication and collaboration in consumer applications. Video is also being used for self-help and training. When writing this article, the search term “how to” yields 152m results in YouTube, a primary source of learning for consumers.

Collaboration, communication and training are areas where video is embraced and we see this eventually finding its way out to the field. In research conducted by The Service Council in late 2014, 18% of organisations indicated that they were building the business case for the adoption of video-assisted FS solutions in the short term. These solutions will connect a technician in the field with a higher-level support agent in a technical support centre. With the aid of video, the technical support agent can view what the field agent is seeing and offer guidance.

Eighteen percent doesn’t sound like a large number, but that’s 1 in 5 indicating that they have a project in mind. What’s more, nearly 40% are considering the use of video-assisted solutions for the near future (greater than 12 months, less than 5 years). Therefore, more than half of the 180 respondents indicate an interest in video-assisted FS solutions.

Most interested FS organisations are looking for a one-way stream of video from the field to a higher-level support centre, with instructions then being relayed via audio. As these solutions become more mature, organisations will look to overlay contextual information on live video in the form of assisted or augmented reality. This information can be viewed and accessed by the technician as they work. Augmented reality applications offer additional context, such as spare parts usage, contract renewal rates and installed base information. The promise is great, but we are still in the early stages of market-ready augmented reality applications.

So, why the increasing interest? The changing nature of the FS workforce places it ideally to receive information and instruction via video. From a technology perspective, the following areas are driving interest in streaming video for FS: improved quality and reliability of video streams for enterprise; increased integration of video into FS work streams and applications; greater use of video in learning, training and knowledge management; and, finally, easier access to video via mobile devices.

Blending technology-related factors with broader FS realities further enhances the appetite for video-enabled solutions. These business realities and objectives include: the push for maximum efficiency when it comes to reactive service, the need for shorter training cycles and the need to capture the knowledge of the existing workforce and to integrate this into learning and knowledge management systems.

FS is ideally positioned to reap the broader benefits of video-based learning and communication systems. As organisations continue to embrace the capabilities afforded by mobile devices and applications, the use of video as a means of collaboration, learning and real-time resolution will continue to grow.

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