Real-time video-assistance is one of the most disruptive innovations introduced in the services sector in recent years. Users and technicians on site can meet a variety of difficulties and not have answers for all situations. Video support, whether used via a standard mobile device or other connected devices, provides the ability to obtain remote expert advice and management approval in real time.

Here are the first 5 reasons of such a solution:

1. It’s the right moment!

With the arrival of Millennials and the democratization of smartphones and tablets, the daily use of mobile devices at work has become a reality. Increased resolutions, batteries, and computing power now enable real-time video streaming in high definition.

Furthermore, web technologies are simplified. Web Real-Time Communication (WebRTC) technology, now supported by most web browsers, allows to enrich multimedia collaborative experiences without software installation.

Then, the coverage and the speeds of the telecommunication networks are constantly improving. On the side of the expert office, network quality is mastered. On site, most homes, office buildings, factories and industrial sites are now equipped with wireless network. Otherwise, cellular networks in the city (3G, 4G) allow the transmission of video.

The maturity of the video usage market is very much related to this technological context. Today all major players want to offer video assistance solutions to their technicians or their customers. In 2015, a study conducted by Aberdeen[1], pointed out that 69% of the best-in-class field service companies were planning to implement video-assistance solutions.

2. A very reasonable CAPEX investment

Access to SaaS technologies does not imply significant capital investment: offers are typically available by taking a monthly subscription. In the simplest cases, a standard smartphone, access to the Internet and, ideally, user training are the only prerequisites to deploy this type of solution. The SaaS model allows you to circumvent equipment investments and generate a significant ROI from the first hours earned per month.

3. The ease of setting up and using

SaaS video-assistance solutions are very easy to deploy and use: on the one hand, thanks to a no software installation technology, the technical implementation of a standard project typically takes only a few days. On the other hand, concerning the user, you will need just to accompany the change of daily activities and demonstrate ease of use. As with any new process, training will be recommended to allow users to become familiar with the product interfaces and its usage.

4. Reduction of operational costs

This technology allows your expert resources to stay in the office and thus reduce the costs associated with travel: the number of vehicles, the cost of fuel, insurance costs, train or plane ticket costs or and expenses management.

In France, business travel is the second largest expenditure item after salaries. For an SME with around 6,000 trips per year to several sites in France, a 10% reduction in travel generates savings of around 100,000 €.[2].

5. Optimization of human resources

In a context of shortage of manpower and training, your experts are rare and precious human resources. Professional travel cause fatigue, stress and expose your experts to risks and are very time-consuming. For example, an expert in damage insurance can handle on average twice as many cases using tele-expertise tools.

[ Bonus ]

So, we’ve gotten this far with Part 1. Don’t miss the next article if you want to find out the next five reasons. Stay tuned for the next post, Part 2.

[1] Aberdeen Group, Video collaboration in the field: see the path to resolution, Juillet 2015

[2] GoodPlanet et 1010, Réduire les déplacements des collaborateurs, 2011 (based on average travel cost in France around 170 €)

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