(May 29, 2020) – Today, many companies are prohibiting or drastically reducing people from entering their business in order to protect the safety of others. Especially for medical providers, many have significantly changed their policies, processes, and protocols to control the spread of the coronavirus.

It’s easy to find examples of how our world has changed seemingly overnight with the adoption of new technologies that are here to stay. Medical practices are providing virtual healthcare services via “Tele-Health”, social gatherings are now powered by video conferencing tools, and remote work is now an option in industries that never believed it to be a viable solution.

But what about the technician and equipment service industry? What new enabling technologies are they adopting in this new normal? Obviously, many repairs and maintenance events require a service technician to be on-site, however, there are times when a service technician could diagnose and repair equipment issues by talking the end-user through a few troubleshooting steps. Basic phone support is already a widely adopted first line of defense for service groups when they receive a new call from a client.

Over the past month, we have seen technicians implement new remote service offerings to provide better customer support. Progressive service techs are using FaceTime, WhatsApp, Skype, Google Hangouts, or Zoom technologies to communicate and visualize the issues the client is facing in the hopes that they can provide a better client experience. Video enables a technician to walk an end-user through more complicated procedures to solve their problem quickly and also allows them to prepare better in the event a site visit is required.

Even with several obvious benefits, there is still an uphill battle for the widespread adoption of these technologies amongst service companies. It’s because softwares like FaceTime, Skype, and WhatsApp were built for social communication and Zoom was built for webinars. Our research also shows that clients can view these solutions as unprofessional or cumbersome if they are required to download an application. Moreover, technicians do not see much value with the platforms mentioned above because they lack the features that would improve their ability to perform virtual service work.

Based on our survey of technician groups around the country, we identified the following features as a must-have for successful adoption:

1. The ability to brand the solution to make the product professional and sets them apart from their competition
2. Easy deployment of the video session without requiring a download by the end-user
3. The ability to record the sessions and capture photos for documentation and training purposes
4. The ability to use a live on-screen pointer to point out instructions to the end-user
5. Ability to draw or write text on the screen to show instructions
6. The ability to share screens or documents with the end-user

UptimeHealth heard this call and launched TeleTech. The goal of this product is to support technicians everywhere and provide them with their own technological revolution.

How to start using TeleTech

If you’re a technician group and want a free trial for TeleTech, please visit the signup page here.

For all other inquiries, please contact info@uptimehealth.com.

About UptimeHealth

UptimeHealth, headquartered in Boston, MA, is a fast-growing software startup that empowers providers to make patient’s lives better. Join us in our mission to be the trusted source of compliance and technology equipment management for healthcare facilities everywhere.