The term “remote hands” refers to the provision of a service by experts, with quality and immediacy, through an electronic device (smart glasses, smartphone, tablet or laptop).
Remote hands services allow companies to remotely delegate specific tasks to qualified technicians who are physically on site where the work is to be performed.
How do remote hands work?
Typically, it all starts with a request for assistance from a help desk or IT team. This can be done through a ticketing system, a phone call or an online portal. Through this means, the customer describes the specific task or problem for which they need assistance.
Once the request is received, a qualified technician is assigned to handle the case, who can either travel on-site to perform the tasks as directed, or act as an expert with the customer’s own technician.
There, the technician (either from the company or from the client) carries out the requested tasks on site, and throughout the process, there is continuous communication between him and the expert, who is located remotely, to ensure clear instructions in case of need.
Through technological solutions, such as a video call, the technician can also provide status updates, document actions taken and report any findings or problems discovered during the task.
Once the job is successfully completed, the technician informs the customer of the results and ensures that everything is working as expected. The customer acknowledges completion and can provide additional instructions or close the support ticket.
Remote hands services are especially useful when organizations need physical intervention but cannot physically move experts due to geographic limitations or other reasons.
This approach allows companies to leverage the expertise of on-site technicians, minimizing the need for their own staff to travel. It helps streamline operations, reduce costs and shorten response times, improving service.
4Remote, the remote hands solution from Zerintia Technologies
4Remote is the remote hands solution from Zerintia Technologies that allows communication with experts, sharing video and audio in real time and with multiple tools, which, thanks to Augmented Reality, facilitates not only remote product validation, without costs or travel, and generating evidence of the work done, but also the realization of trainings.
