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Remote Field Service Collaboration Reduces Mistakes and Rework by Improving Communication

  • May 11, 2021
  • Help Lightning

Efficient job site collaboration requires effective communication. Communication breakdowns results in project delays, unnecessary and expensive rework, frustration between workers and clients, and much more. Remote visual assistance is a powerful technology that effectively supports remote field service collaboration. 

Whether it’s for support, to share an issue, or to communicate progress, remote visual assistance technology enables easy and effective collaboration. 

Remote visual assistance technology allows project teams and coworkers to share a real time view of whatever job they are working on, from anywhere. This streamlined collaboration results in the ability to work faster while producing fewer mistakes. It also helps employees avoid many of the common job site frustrations resulting from miscommunication.

Remote Visual Assistance for Field Service Collaboration

Communication breakdown is a leading cause of job site mistakes that lead to unnecessary rework and project delays. With Help Lightning’s remote visual assistance technology, users collaborate in a merged reality as if they were working side-by-side. To learn more about this technology, download our remote assistance buyer’s guide.

Project managers, project engineers, trade professionals, field service technicians, technical support agents, field service managers, installation specialists, and other project stakeholders can work together from anywhere via merged video streams. It works whether users are a block apart or on different continents.

Whether on mobile or desktop, the Help Lightning app enables people on either side of the screen to virtually reach into the other person’s view for ‘hands-on’ guidance, as well as overlay a new view, and make annotations and drawings that both sides can engage with for dynamic collaboration.

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How Remote Visual Assistance for Field Service Collaboration Works

Remote visual assistance technology allows users to share a merged reality view. All users have the ability to dynamically engage with this shared view.

Example of What Remote Field Service Collaboration Looks Like 

  1. A manufacturing company receives a new piece of equipment. The installation specialist is based in another country. The manufacturing company initiates a Help Lightning call with the specialist.
  2. The manufacturing company and the installation specialist are sharing a merged reality view of the equipment.
  3. The specialist collaborates with the onsite technicians and project managers in various ways, including reaching into the view to point out sections of the machine and its corresponding components. They can then demonstrate exactly where they go and how to install each part.
  4. The specialist can be ‘hands on,’ showing exactly how installation works, and correcting mistakes in real time.

Installation happens quickly, without having to wait for the installation specialist to be onsite. The manufacturing company can install the equipment and start using it with minimal delay, assured that installation has been done correctly. 

Remote Visual Assistance Improves Collaboration 

Many job sectors require workers to be physically present on job sites, including service, manufacturing, engineering & construction, and energy. These workers often need to communicate and collaborate with coworkers who are on other job sites or in the office. 

Remote visual assistance enhances communication and collaboration, supporting several Key Performance Indicators (KPIs).

The KPIs Help Lightning Customers Experience with Remote Field Service Collaboration Include: 

  • Fewer mistakes
  • Reduction in rework
  • Increased technology utilization 
  • Improved employee satisfaction
  • Improved first time fix rates
  • Reduced operational costs
  • Improved ability to meet project timelines

Interested in learning about more use cases and how other companies are using remote visual assistance? Review our full list of 20 remote assistance use cases.

You can also download our complete (shareable) guide to remote assistance software use cases.

Contact Help Lightning to Learn What Remote Visual Assistance Software Can Do for Your Company

Efficient and effective collaboration impacts nearly every area of business. Remote collaboration on the job site has become more common with the rise of mobile devices. Help Lightning enables dynamic, real time collaboration for project teams.

Contact us for a free, no obligation demo of Help Lightning. 

Our team is waiting to show you exactly how Help Lightning’s remote visual assistance software can help your company’s specific business needs.

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