Servicevideo for easier field service2024-06-13T14:52:57+00:00
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Faster, smarter and easier field service

Just tap “Record” during a service call, capture a quick video and then tag it *internal* or *client-ready* or any other tag. Then let speech-to-text create automated notes, get unprecedented visibility on your field operations, and delight your customers with video-powered Service Reports.

Illustration of a video being recorded of a manufacturing line

Field Service notes have never been easier

Are your Field workers still typing? With offline-first native integration with Salesforce Field Service, field service users work only within their FS App, no need to learn another technology or manage another login/ID. Just grab your device, tap “Rec” and create the best field records for internal visibility, compliance, video service reports, lead generation, case creation, knowledge transfer.

Bring your PDF reports to life with video

Before-during-after video reports are perfect to delight your Customers and elevate your service. Automatically add videos to your PDF reports and provide max transparency to your Customers, confirm proof of execution and prevent after-service questions and complaints.

Illustration of documents

Bring your PDF reports to life with video

Before-during-after video reports are perfect to delight your Customers and elevate your service. Automatically add videos to your PDF reports and provide max transparency to your Customers, confirm proof of execution and prevent after-service questions and complaints.

Illustration of documents
Illustration of a video uploaded to a case

Increase first-time-fix with Video Remote Assistance and Case management

What if your technicians could see exactly what the issue is, on video and as described by the Customer? With video-enabled Cases, Clients can add a video directly to the Case when they are on the phone with Customer Support to report the issue. The video is then added to the Service Appointment so technicians can watch it and increase first time fix by up to 80%.

Watch videos from previous Service Calls for best context and faster resolution

Technicians can prepare at best when they have full context and visibility on what they will find during the Service Call. With servicevideo they now have direct access to the library of videos created during previous visits and review previous problems and resolution, reducing service time and increasing effectiveness.

Illustration of a video gallery on both desktop and mobile

Watch videos from previous Service Calls for best context and faster resolution

Technicians can prepare at best when they have full context and visibility on what they will find during the Service Call. With servicevideo they now have direct access to the library of videos created during previous visits and review previous problems and resolution, reducing service time and increasing effectiveness.

Illustration of a video gallery on both desktop and mobile
Illustration of a service worker using a mobile phone to run service for a manufacturing line

Lead generation from the field team has never been easier and more effective

Your front-line workers have the best perspective and visibility on upsell and cross-sell opportunities when on-site. Videos can be recorded on the fly capturing the opportunity and then tagged as *lead* via servicevideo smart tagging, triggering the automated routing to the assigned Sales rep. Visibility is key to better Sales execution.

Create the best Knowledge Transfer process, automatically and effortlessly

The fluidity of the hybrid workforce, the speed of innovation and the high churn of field workers often make it difficult to ensure that knowledge is created, shared and accessible in the right way. What if training videos could be created directly in field at the tap of a button, and shared automatically through Salesforce at the point of need. Tap “Record” and capture the knowledge moment, then tag it “Training” and automatically add it to the library.

Illustration depicting a list of training videos for service teams

Create the best Knowledge Transfer process, automatically and effortlessly

The fluidity of the hybrid workforce, the speed of innovation and the high churn of field workers often make it difficult to ensure that knowledge is created, shared and accessible in the right way. What if training videos could be created directly in field at the tap of a button, and shared automatically through Salesforce at the point of need. Tap “Record” and capture the knowledge moment, then tag it “Training” and automatically add it to the library.

Illustration depicting a list of training videos for service teams
Illustration depicting health and safety checklist for large machinery

Create better Health & Safety with video

Visibility is the key to a Safer work process. Is HSE just a checklist where field workers know that they have to tap “yes” on all items to start their service? With servicevideo HSE becomes a deliberate process. Record and capture equipment and site conditions on the fly to complete the health and safety checklist. Document every step of the process for supervision and to archive as a “dashcam library”. Report incidents and issues on video, automatically and directly in your Salesforce. Seen = safe.

Servicevideo features

Pre-service videos

Ask customers to capture a video of their asset problems. Video is captured and shareable/playable in Salesforce cases. With pre-service videos, solve issues of repeat visits and no fault found, and reduce the time to repair.

Service visit video

Enrich field questionnaires and processes with videos. Reduce call-backs and help with disputes resolutions, increase visibility and service evidence and increase compliance with automated notes.

Service report evidence

Increase trust and loyalty through visibility of service actions completed. Differentiate your service reports with video, helping you to win new clients with an exceptional customer experience.

Flexible recorder

Record from a field service action, in a public site, from a flow, within a guided procedure, in a digital experience (community) or from the Salesforce App, any object, any cloud. 

Flexible video player

Play videos in desktop Salesforce, in any object, any cloud, in knowledge articles, portrait or landscape. Use the mobile player in a community or public site page and play videos in the Salesforce Mobile App. 

Guided procedures

Add a checklist of guided procedures for service agents to prompt what they need to do during a service call.

Video service reports

Service reports can be linked directly from PDF service reports or invoices sent to the client.

Manage configurations

Manage tags and guided procedure questions, natively and directly inside your Org.

Offline & data sync

Record videos when offline, helpful for remote service visits. Sync data once back online. 

Add video to knowledge articles

Upload and record knowledge, enablement and training videos directly in the Knowledge Articles, keep them private and up-to-date natively in your Salesforce.

Get Servicevideo for your Service team

Available on AppExchange

FAQs

Do you offer free trials?2024-04-04T13:32:44+00:00

We don’t offer a free trial, but we do offer something better!

All of our solutions come with a freemium offer. Up to five users completely free of charge!

Get started via the AppExchange

Will I need to pay Salesforce for more storage space to accommodate all the video and audio recordings?2024-03-28T13:34:59+00:00

You might be concerned about exceeding your standard storage space in Salesforce by saving recording video meetings and audio in your objects. But there’s no need to worry. For all our solutions (except for our Free Nativevideo), we store your files in AWS with a secure connection between AWS and your Salesforce Org. So the video and audio recordings do not affect your Salesforce Org data storage. We also compress video recordings too.

(If you’re using the FREE Nativevideo, your videos are stored in your Salesforce Org, but we limit the recording time to 30 secs, with a maximum 100 videos to minimise the space taken up by video content.)

Do you offer additional product support post-purchase?2024-03-28T13:27:20+00:00

Premium support is available for all Enterprise-subscription customers.

Which edition of Salesforce do I need to use Nativevideo solutions?2024-03-28T13:35:12+00:00

Nativevideo solutions are compatible with the Enterprise, Unlimited, Developer and Performance versions of Salesforce.

Where are the video call and audio note recordings stored?2024-03-28T13:27:02+00:00

During the configuration and setup of Vinton or our other applications, a secure connection is made between your Salesforce Org and AWS. Audio and video files are stored securely in AWS and do not affect the storage space used in Salesforce.

What does it mean “powered by Nativevideo”?2024-03-28T14:09:46+00:00

Nativevideo is an established Salesforce native video and audio platform. The platform allows video and audio to be processed, compressed, transcribed and stored against objects in Salesforce, but the media itself does not take up GB of space in your Org so you aren’t charged for storing high volumes of content. Nativevideo stores the content in AWS, with a direct and secure link to your own Org.

Our solutions like TalentV.ai and Vinton are powered by Nativevideo because the platform is the underlying technology that supports the video+AI solutions.

Do you offer discounts for non profit organizations?2024-03-28T13:35:36+00:00

Yes we do. It’s important for us to support good causes. We offer a 20% discount for NPOs.

Get in touch for more information.

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