What is the future of field services? When thinking of service operations, one typically envisions a single technician making a site visit and seeking to resolve an equipment issue, ideally on the first visit. But recent innovations, including the arrival of real-time mobile collaboration technology, are changing the ways in which field services are delivered.
We are using these innovations to transform our field service organization in the U.S. We were looking for a mobile collaboration platform to accelerate the training process for new team members by allowing them to receive on-the-job training in real time. The solution to our challenge came from Samsung, Verizon and Librestream, whose Onsight software on Samsung smartphones made a dramatic impact on our field services organization by allowing technicians to collaborate in real time. This collaboration had a strong impact on the effectiveness of Diebold’s training, and also helped us hit key success metrics, such as improving first-time resolution rates for service calls.
Watch the video below to learn more about how Samsung, Verizon and Librestream collaborated to vastly enhance Diebold’s field service efficiency.
This article and video were created by Samsung and reposted with their permission.