Ciarán Harkin, Managing Director at Dispute Assist, looks at the reasons why the use of remote video guidance can give your electrical business a competitive edge.
Across the home improvement sector, disputes with customers are unfortunately always a possibility. Customers may be disappointed with the quality of a job, or there may be an issue after work is completed that requires attention.
Historically, issues like this would have required an electrical business to send out an employee or an independent inspector to scope out the problems in person, but this is now an outdated practice. With remote video guidance now at our fingertips, this can be utilised to an electrical business’ advantage in a number of ways.
In-person vs remote video technology
When dealing with disputes, dispatching employees or inspectors to various locations has a significant impact on a business financially. Every inspection takes a huge chunk out of the working day that could be spent on other jobs, subsequently losing a business both time and money. It also costs a lot to travel to locations to carry out inspections, not to mention traveling long distances can have a significant environmental impact too.
Through remote video guidance, electrical professionals can be ‘in the room’ without having to leave their business premises or homes. Live video and augmented reality guidance can provide clear visuals of the electrical works, and it can also be used to document any issues for future reference.
Some software may also optimise AI to help identify problems and recommend solutions to fix the problem. This technology can usually be used via any device, including smartphones, making it incredibly easy to access too.
Being able to provide remote video guidance to customers may contribute to enhanced customer service, as prospective clients may see this offering as a business’ commitment to providing quality workmanship. Electricians can nip issues in the bud before they escalate by quickly viewing issues remotely rather than leaving customers waiting for resolution.
Optimising remote video technology throughout a project lifecycle
Remote video technology doesn’t need to be used purely in the case of a dispute. It can be used throughout a project, from the very initial assessments through to completion and aftercare.
Documenting work throughout the lifecycle can improve efficiencies and minimise costs. Remote video technology can be used to clearly document a site before electrical work begins, to assist with providing quotes or drawing up plans. Some video software can scan a whole room to capture a property or site’s interior, which can then be converted into a 3D model which can be used to assist with the job going forward.
This type of technology can also capture the works throughout the installation period, to provide reference points that can be analysed later on. And if disputes do arise, it can be used to diagnose the problem and assist with finding a resolution. For more complicated disputes, this technology can also be used to ensure damage limitation before an expert can assess the issue.
In the unfortunate event that disputes do arise, many electrical businesses may turn to alternative dispute resolution (ADR) for resolution over the traditional lengthy, and expensive, court route. ADR methods include mediation and conciliation at the softer end, which aims for parties to reach a resolution on their own through facilitated conversations.
But there is also arbitration and expert determination if further assistance is required to reach a resolution. As both of these methods are legally binding processes, evidence obtained through remote video guidance could prove to be enormously helpful to settle a dispute. It can also help to protect businesses against inaccurate claims a customer may make further down the line.
Adapting to business challenges
The impact of Covid-19, the fuel crisis, skills shortages and backlogs of work has made the last few years very difficult for organisations operating within the home improvement sector. Combined with the cost of living crisis and other economic factors that continue to put the strain on businesses, electricians need to ensure they’re maximising opportunities to make money at every turn.
Back-and-forth visits to sites only impede a business financially, so now it is more important than ever to adapt business operations for greater profitability. Optimising remote video guidance can streamline a business’ processes, and ensure they stay ahead of the competition by offering the latest technology services to their customer base.
Get more details about the range of services on offer from Dispute Assist here
