April 12, 2017
Empowering service operations with video comes in many different forms. To some, video enables online chat with customers, while to others, video brings remote experts into the field virtually to help troubleshoot assets. Regardless of the approach, video is quickly becoming an accepted and desired form of communication.
With expert pools shrinking across almost all industries, leveraging and capturing expertise has become a top priority for many enterprises. According to a study by Deloitte University Press, the shortage in engineering talent is expected to reach 48% by 2020, and skilled production workers are even further impacted at 63%.
For field services, immediate access to remote expertise can be a critical part of getting the job done right the first time. This access can also open new revenue opportunities, such as expanded service offerings, by centralizing knowledge and virtualizing this expertise across a larger field team. With the proliferation of cellular networks and new technologies, this ability to collaborate over video is here.
Deploying video collaboration technology, such as Librestream’s Onsight mobile collaborative platform, has proven strong business outcomes for customers who innovate. Here are the top three we have identified.
Aircraft availability is a critical measure within the aerospace industry. How quickly companies can respond to aircraft-on-ground situations or questions during routine maintenance makes a huge impact. When an issue occurs, companies like Pratt & Whitney Canada (PWC) need to help customers return to the air safely and quickly. After video-enabling its service teams, PWC has identified an average of 12 hours saved in response time.
Asset uptime is crucial across industries including oil and gas in particular. When the rig is not running optimally, the inefficiencies can result in over a million dollars of lost production each day. Being able to quickly troubleshoot and inspect with onshore experts is critical. In an article published in Upstream Technology, Noble Drilling reported its downtime went from 10% to 4% after video-enabling its team.
Bringing the eyes and ears of remote experts into the field allows them to virtually work side-by-side with junior technicians. This approach provides a new way to mentor techs on-the-job, accelerating training time for new techs without compromising quality. Even better, the ability to record these live sessions and capture images create future training assets. The world’s largest ATM manufacturer, Diebold Nixdorf, saved 30-35% in training and mentoring time since adopting video collaboration according to an article in Field Technologies.
With the acceptance of video communication and expertise challenges many companies face, innovators across industries are empowering service teams with video capabilities. For innovators like Pratt & Whitney Canada, Diebold Nixdorf, and Noble Drilling, video collaboration has already delivered strong results: faster response time, improved asset uptime, and enhanced mentoring.
Marieke Wijtkampis the VP of Marketing and Client Services at Librestream.Marieke holds her Bachelor of Commerce and MBA degrees and brings 15 plus years of senior leadership experience in customer success strategies.
Marieke has held prior positions in strategic planning and corporate leadership in several technology companies. Most recently she was the President & COO of OMT, serving global radio broadcasters and retail. Prior to OMT, Marieke was VP, Strategic Planning at Norsat International Inc. (NASDAQ:NSAT, TSX:NII), a global satellite technology company.
Please join the conversation! We love thoughtful communication and are interested in what you think.
All comments are moderated and will be visible once approved. Please only use your real name, not your business name or keywords. Advertisements for your products or services will not be approved.
The Technology Services Industry Association (TSIA) is dedicated to helping services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.