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How digital tools can increase profitability and reduce environmental impact

How digital tools can increase profitability and reduce environmental impact

How digital tools can increase profitability and reduce environmental impact 

Companies are under increasing pressure due to economic and shareholder expectation.  These expectations are despite a backdrop of increased costs eroding profits.  Add to this the desire to reduce carbon due to legislative demands such as ESG. Means that traditional ways of working need to change. Delivering against both of these now presents an opportunity to advice through digital tools and in particular` through the use of Remote Visual Assistance.  

Remote Visual Assistance is able to allow your contact centre agents to utilise their customers’ smartphone cameras to resolve service questions. Customers are sent a link and when they click on it the agent gets a customer’s view with the ability to use AR/VR to annotate on their screen to guide the customer.  Problems solved like this remotely avoid the cost of sending an engineer, not only avoiding the loss of the engineer whilst they are travelling but also avoiding the carbon emissions that would have been created from the journey.  

The ability of Remote Visual Assistance solutions to capture measurements (and make 2D/3D digital twins) remotely mean that these solutions can play a significant role in creating meaningful, quantifiable answers to the daunting sustainability challenges. Allowing field service organisations to reduce their impact on the environment, whilst responding to the heightened regulatory and consumer expectations. 

Consumers services through Remote Visual Assistance feel empowered, have faster fault resolution, ultimately creating a more positive outcome for any service request.     

Even when Remote Visual Assistance cannot solve the initial problem remotely, the ability to provide field engineers with a customer’s view, prior to attending significantly increases first time fix rates.  

The benefits are not restricted to companies with call centres, because Remote Visual Assistance can be used by engineers to get support in the field, for example on a construction site this allows an electrician to not only connect with the site/project manager, but also a more experienced technician for on-the-job advice.   

 The ability for Remote Visual Assistance technology to capture video means that advice given can be captured for future training but also creates a full end-to-end audit trail which meeting Governance requirements of ESG and digital recording requirements of other legislation such as the Building Safety Act 2022. 

Some Remote Visual Assistance platforms only allow remote capture, this can be a challenge for vulnerable customers or customers that live in areas without internet access. Also, solutions that do not have this restriction allowing on-site use can be used by field engineers as a means to capture photos, videos, audio and measurements regardless of situation.  This ability to have remote and local capture provides a full end-to-end and over-time audit history from first call to job completion.  

If you are not already using Remote Visual Assistance now the time for your business to look at this technology and at the same time maximise your field engineers whilst turning your contact centre a profit centre. 


Posted in Blog Articles on Nov 01, 2022