The climate challenge faces every brand, every department
Climate change is rapidly accelerating. The decisions we make today determine the sustainability of our way of life. As individuals, it can be easy to feel powerless in the face of such a massive problem. But as businesses, we have a responsibility to act.
Global carbon emissions are set to yet again reach an all-time high in 2023. As brands, we have the power to make a difference. Opportunities to improve can be found in some pretty surprisingly places. Even our field service teams.
By exploring and pursuing new ways to reduce our carbon footprint and the environmental impact of business operations, we can shape a more sustainable future.
Reduce travel, mileage, & fuel consumption for field service fleets
According to the International Energy Agency, transportation accounts for around 24% of global CO2 emissions from fuel combustion. Nearly 50% of those emissions originate from company-owned vehicles. Work trucks, vans, and other field service vehicles make a substantial impact on the environment.
Luckily, reducing these emissions can be simple. By eliminating unnecessary truck rolls through the use of remote collaboration technology, brands can minimize fuel consumption.
This also comes with a number of additional benefits, like:
Reducing expenses related to transportation and mileage
Increasing customer satisfaction ratings by expediting resolution
Increasing first call fix rate and reducing average handle time
Reducing downtime of equipment in the field
Improving safety for technicians in hazardous or caustic environments
Accessing a larger pool of skilled technicians, regardless of location
The potential of sustainability savings
Depending on a variety of factors such as vehicle make or model, weight, or driving conditions, the average fuel consumption for a work vehicle like a maintenance truck or large van can range from 12-15 miles per gallon (MPG) in city driving conditions.
While some teams have reduced the carbon load by introducing electric vehicles to their fleet, many field service teams still rely on fossil fuels.
The average distance traveled by a work vehicle from headquarters to a job site is about 24 miles, according to research conducted by ServiceMax. This amounts to 1.5 to 2 gallons of gasoline burned per truck roll.
How many trips does your field service team make each quarter?
Average CO2 emissions release by burning 2 gallons of gasoline
Average fuel burned by a work vehicle traveling 24 miles
Average distance traveled for each field service site visit
Average fuel consumption of a field service maintenance truck
The costs to the environment and the brand’s bottom line are clear: each truck rolling out of a corporate lot is departing on a costly, inefficient, and carbon-emitting journey.
Mobile camera streaming: the future of field services
Mobile camera streaming technology allows field service technicians to see, diagnose, and solve problems no matter where they are in the world. Utilizing the mobile devices that we all carry in our pocket, any frontline end user can provide a dynamic, real time view of issues in the field.
No one downloads anything and no special apps or training is required, meaning that anyone in the field can launch right into problem resolution without any advance planning. Specialists can join in from anywhere in the world. No air travel, work trucks, or fuel required.
A case study in sustainable field services
Imagine a brand deploys & maintains a large network of beverage dispensing machines worldwide. Inevitably, a machine malfunctions.
Rather than flying a technician to the site, a frontline employee receives a text message on their mobile device with a single-use link inviting them to share their camera.
With one tap and zero downloads, a remote technician can see and hear everything happening with the machine. When the tech requires a view from a certain distance or perspective, the end user easily repositions their device or swaps camera options.
Conversely, the tech guides the end user by drawing
on-screen visual aids with a full-color annotation palette.
If greater expertise is needed, additional guests can be invited to the session.
This same strategy works for telecom companies assisting with modem installation, import auto mechanics calling
on experts from overseas, or heavy equipment distributors assisting with specialized machinery in remote locations.
Introducing augmented reality to field service operations
Augmented reality (AR) & mixed reality (MR) solutions provide huge benefits to field service teams. One of the most notable benefits is AR-assisted remote guidance, where field technicians receive “I see what you see” remote assistance from experts in real-time, reducing the need for on-site visits and minimizing equipment downtime.
This approach lets field technicians quickly and easily troubleshoot equipment remotely with the ability to:
Virtually “reach into” the user’s screen & use hand gestures to physically guide repairs
Demonstrate how to set up, orient, or use specialized tools up close
Draw, annotate, & write in real-time, all digitally overlaid right on a live shared screen
Because sessions are launched via SMS-delivered hyperlinks, Recursive Labs field service solutions work anywhere with access to a cell phone signal, meaning that remote outposts and locations without reliable Internet connections can still utilize mixed reality.
Fast, effective, download-free mixed reality solutions reduce unnecessary truck rolls, boost First Call Fix Rates (FCFR), and reduces the impact of field services on the environment.
Become a leader in field service sustainability
Brands that harness emerging technologies to combat climate change earn the trust and loyalty of their customers while working towards a more secure future for us all. C-level executives, sustainability teams, and field service directors alike must align and embrace new ways to meet the objectives of their brand while balancing a moral obligation to reduce their carbon footprint.
The use of download-free video chat through mobile camera streaming is just one of many powerful tools that digital visual engagement makes possible. Field service professionals know that excellent service is more than just equipment repairs.
Field service is customer service. Field service is marketing. Field service is public relations. Field service is sales.
And now, field service is sustainability.
Still have questions?
We are happy to answer any questions you have about cobrowsing, screensharing, mobile camera sharing, video chat, & more. Recursive Labs is an industry leader in Next Generation Visual Customer Engagement & our team has plenty of knowledge to share!
Shoot us a message & we'll send more info!
Recursive Labs is an industry leader in next generation visual customer engagement software in the form of secure no-download cobrowse, screenshare, video chat, & mobile camera CRM software. We help companies connect customers & support teams seamlessly through no-download visual engagement tools that integrate with major CRMs.