How to Roll Out a Remote Field Service Business in Just a Few Days

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Short answer: You can roll out remote field service in a few days if you keep the scope tight. Define the problems you want video to solve, pick one or two use cases, choose a tool that customers can join without installing an app, train a pilot team in a day and launch. With Blitzz, deployment can take less than a week from purchase.

Key takeaways

Remote visual assistance lets a technician or agent see the problem through a phone camera and guide the fix from anywhere.
Start with clear goals: fewer site visits, faster fixes, better first-visit preparation or expert coverage.
Use video to solve simple issues remotely and to diagnose complex ones before a technician travels.
Training usually takes about a day, even for technicians who are not tech-savvy.
Run a short pilot, measure results and then expand.

Businesses that install equipment, make repairs, perform maintenance or assess client needs have long depended on in-person visits. Remote visual assistance gives these teams another option. Engineers and service teams can do much of their work without traveling.

Prospective customers often ask us the same questions. What is remote video support software? What does it cost? What will it do for our business? And how do we roll it out quickly? This article answers each one.

What does remote visual assistance software do?

Remote visual assistance software lets field technicians and customer service agents see and collaborate with someone in a different place. The two parties can be across town or on different continents. All that is needed is an internet connection and a smartphone, tablet, desktop or wearable.

It goes beyond a standard video call. Purpose-built tools add features for service work:

On-screen pointer, markup and augmented reality guidance
Photo and video capture saved to the record with time and location data
OCR to read serial numbers and labels
Multi-party calls to bring in an expert
Reporting and analytics on performance

With Blitzz, customers join a session from a text or email link in their mobile browser. They do not need to download an app.

Common use cases

Remote visual assistance works in both B2C and B2B settings wherever equipment or an appliance at a remote location needs service.

B2C: guide the customer

Some problems need only a simple fix, such as a leaky pipe. With the customer's help, a technician can guide them through the repair over video. Harder problems may still need a visit, but the first video call helps the technician diagnose the issue and arrive prepared.

B2B: support the technician

Business equipment is often more complex and needs a technician on location. Wearables with AR keep technicians hands-free, and they can pull up plans, blueprints and manuals using voice commands. If needed, they can loop in a more experienced colleague to solve the problem in real time.

Industries

Blitzz is used in real estate, insurance, contact centers, manufacturing, auto repair, HVAC, plumbing, and fire and security. Any team that needs remote visual access and effective remote collaboration can benefit.

A rollout plan you can finish in days

Write down your goals. Decide what outcomes you want. Fewer truck rolls, faster resolution, better prepared visits, wider expert coverage or lower costs.
Pick one or two use cases. Start where video clearly helps, such as pre-visit diagnosis or a common repair customers can do with guidance.
Answer the stakeholder questions. Who needs to be trained? What analytics do you need? How will sessions and data be secured? Which systems should it connect to?
Connect your systems. Integrate with the CRM or contact center platform your team already uses, such as Salesforce or Genesys, so sessions and media stay with the ticket.
Train a pilot team. Training usually takes about a day. Focus on how to start a session, guide the customer and save findings.
Launch and measure. Track how many calls are resolved remotely and how many visits are avoided or better prepared.
Expand. Roll out to more teams and use cases once the pilot shows results.

Is the pricing within my budget?

Blitzz uses a subscription pricing model. Fill out our form to request pricing.

We also offer a free trial that does not require a credit card, so your team can test it on real calls before you commit.

Do the benefits outweigh the cost?

Look at where your costs come from today. Common sources are unnecessary site visits, repeat visits because the technician did not have the right part, and time spent waiting for an expert. Remote video addresses each of these.

The graphic below shows the ROI reported by some of our customers.

Graphic showing ROI reported by Blitzz customers using remote visual assistance

Cost driver	How remote video helps
Site visits for simple fixes	Guide the customer through the fix on the call
Repeat visits	Diagnose first, so the technician brings the right parts
Waiting for an expert	Add the expert to a multi-party call
Missing documentation	Save photos and video to the record with time and location data

How long does training take?

Training technicians usually takes one day, even for those who are not tech-savvy. Blitzz is designed to be easy to learn. Deployment into your business process can take less than a week from the time of purchase.

Frequently asked questions

Do customers need to install an app?

No. Customers join from a text or email link in their mobile browser.

What if the customer has a weak connection?

Blitzz is built to work on weak connections, which helps in basements, rural areas and job sites.

Can remote video replace every site visit?

No. Some work needs a technician on site. Video helps solve simple issues remotely and makes the remaining visits better prepared.

How do we measure success?

Track remote resolution rate, avoided or shortened visits and first-time fix rate before and after the rollout.

Inspection Companies

Customer Support Teams