Remote operations
Marc Prempain
7 May 2024
Share this article
Share this article
Even if you do not necessarily know what HVAC stands for, you encounter it every day. This industry is the cornerstone of indoor environmental quality. It spreads all the way from homes to business spaces. The Heating, Ventilation, and Air Conditioning industry, we are talking about it.
Despite the wide adoption, HVAC support faces multifaceted challenges concerning operations optimization and ensuring seamless service delivery.
In this article, we will cover the consequences of unresolved problems and how remote visual support integrated with field service management software can mitigate them and take HVAC support to the next level.
HVAC support teams can be challenging to manage due to the overwhelming number of customer queries and the lack of a qualified workforce.
Sometimes, the teams need additional supervision. Without proper software that would allow them to track progress on work order completion, it may be difficult for the managers to do so.
Clients are becoming more demanding, valuing fast and efficient problem resolution more than anything. Therefore, companies have to look for tools that could help them speed up customer assistance without compromising the quality of service.
The lack of visibility on the encountered malfunction is another issue. When an HVAC company installs the equipment, it also becomes responsible for its maintenance. If the client troubleshoots using email or phone calls, it may be difficult to understand what exactly the problem is about during the first interaction. The HVAC support expert has to put the customer through a frustrating wait and initiate back-and-forth exchanges until the malfunction becomes clear. If he has to dispatch the technician, the technician will most probably have to make multiple trips because the first one is notorious for being the diagnostic one. Such displacements represent additional costs to the company’s expenses.
Navigating through data related to extensive systems can also pose an additional problem. Technicians encounter hurdles in accessing technical information promptly, effectively communicating remote issues, and retrieving critical equipment data while on-site. Most companies still handle these operations on paper, so the need for a digital tool that can simplify the process arises.
Oftentimes functioning heating and ventilation systems are taken for granted because end-users do not see the behind-the-scenes of their installation and maintenance processes.
What may happen if the problems are not fixed?
HVAC systems play a crucial role in sustaining comfortable indoor environments in various settings, including offices, hospitals, and residential buildings. Failure to quickly address malfunctions can result in discomfort for occupants. For instance, a malfunctioning HVAC system can lead to unbearable temperatures, affecting productivity in workplaces or causing distress to patients in healthcare facilities. This may pose significant health risks.
Leaks in ducts, faulty thermostats, or malfunctioning components force HVAC systems to work more intensely to maintain desired temperatures. This increased strain results in higher energy consumption, leading to inflated utility bills for businesses and homeowners. For example, a malfunctioning compressor in an industrial setting can significantly spike energy costs.
Neglecting technical problems can exacerbate issues, causing damage to HVAC equipment. For instance, ignoring minor refrigerant leaks can lead to compressor failure, necessitating costly replacements. Continuous strain on the system due to unresolved issues can also reduce the lifespan of components, requiring premature replacements and increasing maintenance expenses.
All of these eventually lead to increased costs for the company and following reputational damage. Luckily, there are tools like field service management software and remote visual support that effectively address the pain points and make maintenance of HVAC systems easier.
By integrating live video streaming and collaborative tools into Field Service Management (FSM) software, companies can empower technicians as they engage in real-time with experts or remote teams in the office for troubleshooting and guidance. It turns maintenance activities into a well-organized process.
Before a technician is dispatched, an expert launches the live video call to assess the malfunction, take snapshots, add annotations, and leave feedback, so the technician can go on-site prepared. This eliminates the need for back-and-forth visits when the technician has to look at the problem first, report back to the office, wait for the delivery of the right material, and finally perform the repair. Thanks to the remote diagnostic, the right teams are notified about the malfunction and the right technician is dispatched fully prepared.
The video archive of the session with all the gathered data is accessible inside the work order in the FSM solution. The technician in mobility can consult it at any moment directly from his mobile app with just a few clicks.
When a customer reports the issue by phone, it may be difficult for the company to understand what exactly needs to be fixed or replaced. Due to miscommunication or misunderstanding, the company may predict unnecessary expenses.
Meanwhile, the remote visual support solution enables remote diagnostic thanks to which the expert can hear all the troubling sounds, he can see what exactly is not working, and if the replacement is even needed. If the problem is minor, the expert can assist the customer with fixing it right away.
As a result, immediate issue resolution saves the asset, prolongs its lifetime, and ensures the customer that he was taken care of. Such responsiveness brings the HVAC company closer to its customer which strengthens customer loyalty and increases customer satisfaction rate.
While still using excessive paperwork, HVAC companies fall victim to manual data entry; they have no insight in real-time on inventory levels without having to call members of the team to ask them, further complicating matters. FSM solutions offer easy-to-use and configurable work order forms.
The company can track the work orders that are already completed and the ones that still need attention, and assign the technicians based on the defined schedule. A remote visual support solution enriches this capability.
The video recordings provide an updated view of the equipment and customer interactions. Apart from serving as a strong knowledge base that the company can capitalize on, it may also simplify the invoicing process.
Any HVAC company that now finds the invoicing process cumbersome and its admin teams spend a significant amount of time sending invoices to the customers whose work orders were completed way back, can speed it up.
The seamless integration of remote visual support into field service management software marks a significant shift in HVAC operations. It elevates diagnostic accuracy, fortifies technician preparedness, enables remote issue resolution, and fosters collaborative problem-solving.
Embracing this cutting-edge technology not only streamlines service delivery but also ensures utmost customer satisfaction by offering efficient and effective solutions in the HVAC sector.
Join our newsletter to keep up to date with the latest news in the visual support industry.