Field Service
The expertise at the desk, the work in the field.
A problem in the field used to mean putting an expert in a car—whether it's your own technician needing a senior colleague or a customer's operator calling your service desk. Someone gets pulled off other work, and a machine or customer waits. More often than not, the fix is a quick look—getting an expert's eyes on the problem is what costs the trip.
From our
customers.
"Confronted with a problem on-site they cannot fix immediately, they used to call me to explain the problem over the phone, and I had to jump in my car and go to the problem site."
What you can do with them
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Assist
TeamsExpert guidance and troubleshooting
The technician connects instantly with a remote expert who sees exactly what they see. Whether it's troubleshooting, a second opinion, or a guided repair, the issue is resolved without anyone traveling to the site.
- check_circle Immediate access to expertise
- check_circle Higher first-time fix rates
- check_circle Lower expert travel costs
- check_circle Less unplanned downtime
First-time fix rates rise. Expert travel drops.
AssistTeamsRemote diagnostics and pre-visit assessment
Assess the situation remotely before dispatching a technician. The expert diagnoses the issue accurately and ensures the right person arrives with the right equipment the first time.
- check_circle Accurate diagnosis before any site visit
- check_circle Better parts planning
- check_circle Fewer repeat dispatches
- check_circle Higher customer satisfaction
Roughly one in four service calls requires a follow-up visit. Pre-visit assessment helps reduce that.
AssistTeamsAfter-sales support for customers
The support engineer sees the issue through the customer's smart glasses and resolves it remotely. The customer needs nothing more than a link to join.
- check_circle Faster resolution
- check_circle Lower after-sales costs
- check_circle Nothing for the customer to install
- check_circle One team serving more customers
Customers increasingly expect remote diagnosis as part of the service experience.
AssistTeamsRemote training and knowledge transfer
Junior technicians receive real-time guidance from experienced colleagues while performing actual work. Experts coach remotely and share best practices on live jobs.
- check_circle Faster onboarding
- check_circle Real-world learning without expert travel
- check_circle Scalable knowledge transfer
- check_circle Greater technician independence
Learning happens in the field, not the classroom.
Why it works in field service
See what the technician sees
The remote expert gets a live first-person view of the equipment.
No customer installation
The customer joins from a link. Nothing to download or configure.
Under a minute to start
Send a link, join, and start guiding. No pre-scheduled setup required.
Works over a mobile network
Runs over 4G wherever the technician has a signal.
Faster first-time fix
Resolve issues on the first visit instead of scheduling a follow-up.
Coach in the field
Senior engineers coach junior technicians on live jobs, sharing knowledge in real time.
Choosing your setup
For all of these use cases, Iristick.Assist is the primary solution, and it's ready to use today: nothing to install on the remote side, under a minute to get started, and no IT involvement. If your organization already runs on Microsoft 365, Iristick.Teams brings the same hands-free support into the tool your people already use. For hardware, the Iristick.G3 is our recommended choice for field service: lightweight, easy to use, simple to share, and proven in the field.