Visual Support for service & after-sales teams
By your customer’s side
in 10 seconds.
blankmile Visual Support helps companies with complex products and customers far away. Your service technician sees the situation live and guides customers or field technicians through the next steps. All through an invitation link, with no app for the customer to install.
Trusted by service teams at industry leaders.
When you need to see the problem live.
Example: a customer reports a fault with their equipment. A description alone is not enough to diagnose it.
The service technician sends a link. The customer opens it in their browser.
- No app to download
- No registration
Both see the fault through the customer’s camera and make sense of what they observe.
- Encrypted device-to-device connection
- Live annotations
- Captures at full camera quality
- Live speech-to-speech translation
Findings are recorded for further work on the case. We’ll agree the documentation formats and system handoffs to suit your process.
- Complete documentation generated automatically
- Open tasks listed
- AI-assisted problem identification
- PDF export
- Integration with existing systems
Show the details. Capture the findings.
Guide people directly in the live view, capture important details and keep a clear record of the service case.
Live annotations
Point out the exact component in the live view. Customers and field technicians can see precisely where your guidance applies.
Captures at full camera quality
Capture important details at full camera quality. The images help your team continue working on the service case.
Automatic documentation
Keep findings and open tasks available after the call. Export the automatically generated documentation as a PDF.
Different languages. Shared understanding.
Technical details are harder to discuss across languages. Live speech-to-speech translation helps your service team and customers understand each other during the support call.
Hear what is said in your own language. In both directions.
From service technician to customer
„Was zeigt das Display an?“
„Qu’affiche l’écran ?“
From customer to service technician
„Il affiche le code d’erreur E24.“
„Es zeigt den Fehlercode E24 an.“
Put service expertise where it is needed.
With blankmile Visual Support, your service team sees the customer’s situation live. Your experts can guide the next steps, prepare necessary visits and support colleagues on site.
Help customers take the next step
When a problem can be resolved remotely, guide your customer step by step through the solution at the machine.
Prepare for on-site visits
When a visit is needed, check visible details in advance. Your team can better assess which specialists, tools or spare parts to bring.
Support technicians on site
When questions arise during a visit, experienced colleagues can look at the situation live and help decide how to proceed.
Turn remote support into
a billable service.
Your expertise has value, even from a distance. With blankmile Visual Support, you can offer personal support as a standalone service or include it in existing packages. You decide which services your customers receive and on what terms.
Within a maintenance or warranty package
Add a remote support allowance or flat rate to maintenance contracts and SLAs. You can also include support during the warranty period and offer it as a paid service afterwards.
As a fixed support allowance
Offer customers a set number of support hours over an agreed period. Remote support becomes a dedicated service package with a clear scope and budget.
Per session or by time
Charge a fixed fee for each remote support session or use an agreed hourly rate. Occasional assistance becomes a clearly defined service.
Alongside a spare part
Bundle spare-part sales with a support allowance for guided replacement. Your customers receive the right part and personal guidance during installation in one offer.
Additional revenue, more efficient processes. Estimate your service savings now.
Calculate potential savingsSee the situation first-hand.
Make the right decision.
From the initial assessment to support during a site visit, Visual Support helps with a range of technical customer service tasks.
Remote fault diagnosis
Look at the fault together with your customer to understand the situation and decide what to do next.
Guided part replacement
See how the part is installed and guide your customer through the planned replacement steps.
Commissioning
Help people on site assess the situation and answer questions during commissioning.
Complaint handling
Review the reported issue with your customer to assess the complaint and discuss the next steps.
Knowledge transfer
Share technical knowledge in context and explain the planned steps to customers or colleagues.
The right information.
Right when you need it.
blankmile complements existing CRM, ERP, ticketing and knowledge systems. Information from the support process can be reused where your team already works.
Better information for your existing systems, without replacing your ERP or CRM. We assess the available integration and data transfer options for your system.
Microsoft
Dynamics
What is follow-up work costing you?
Follow-up questions, case handling and documentation take time. Find out where your service team could save.
Calculate potential savingsLet’s look at your next service case together.
Let’s discuss your use case, where blankmile can help and which product fits. We can show you the relevant features in this meeting or arrange a focused demo as a next step.
Book a meetingQuestions about Visual Support.
Answers about visual remote assistance, technical requirements, IT security and how it fits into your service process.
What is Visual Support for technical service?
blankmile Visual Support is a browser-based solution for visual remote assistance. Service and after-sales teams use the customer’s camera to see a machine, component or fault live and discuss the next steps. The focus is on assessing the situation on site together.
Does the customer need to install an app?
No. The customer opens the invitation link in their browser. No app installation is required.
How does a Visual Support session start?
Your service team sends the customer a personal invitation link. Sending it by SMS takes just seconds. The link can also be shared by email or another channel. The customer opens it so your service technician can see the situation live through their camera.
When is Visual Support useful?
When your team needs to see a technical problem to assess it or guide the customer through the next steps. Examples include remote fault diagnosis, part replacement and commissioning.
Show moreShow less
Does Visual Support replace every on-site visit?
No. Seeing the situation together helps your team decide what can be resolved remotely and when an on-site visit is necessary.
How do Visual Support and Workflows differ?
Visual Support helps your team see a situation live. Workflows guides customers through structured information capture without needing a live appointment. Both products can be used independently or together.
Which devices and browsers do customers need?
Customers need an internet-connected device with a camera and browser. We recommend smartphones and support Android and iOS. Your employees can use laptops, desktop computers or tablets with a browser and internet access.
Is the Visual Support connection encrypted?
Yes. blankmile Visual Support uses an end-to-end encrypted device-to-device connection for live assistance. We can provide our Data Processing Agreement (DPA) for a detailed description of connection types and data processing.
Where is support data stored and how long is it retained?
We do not record entire calls. Only extracted information and captured media are stored on servers we rent within Europe.
Which access controls and SSO options are available?
Customers join blankmile Visual Support through an invitation link without registering. Your employees can sign in with email and password or single sign-on (SSO). Access permissions can be assigned by your team.
How is a Visual Support session documented?
blankmile Visual Support automatically creates documentation from the data captured during the call and can also pass it on automatically. You can also have individual templates configured, for example for service reports.
Can Visual Support connect to CRM, ERP or ticketing systems?
blankmile Visual Support integrates into existing CRM, ERP and ticketing processes. The integration depends on your systems, their interfaces and the intended use case.
Does blankmile support multilingual service calls?
blankmile Visual Support offers live speech-to-speech translation for conversations between service teams and customers. Together with a shared view of the fault, it supports communication in international technical service. We’ll discuss the language combinations and technical terminology needed for your use case.
What does remote fix rate mean for Visual Support?
The remote fix rate is the proportion of service cases resolved entirely remotely, without a service technician having to travel to the site. With blankmile Visual Support, your team sees the fault live and can guide customers or employees on site through the resolution. This helps resolve suitable cases directly and avoid travel. The achievable remote fix rate depends on the fault and what can be done on site.
How does Visual Support help service teams?
When your service team can see a situation directly, it relies less on verbal descriptions. This makes diagnosis easier, reduces misunderstandings and helps the team decide on the next steps. Suitable problems can be resolved without travel. If an on-site visit is needed, the shared view helps prepare it. This can reduce handling time, travel and downtime.
What makes blankmile Visual Support distinctive?
blankmile Visual Support is designed for technical service cases. Customers open an invitation link without installing an app or registering, and your team sees the situation through their camera. Visual guidance in the live image, live translation and automatic documentation support the work together. This connects a clear view of the problem with guidance and a documented basis for follow-up.
Which industries can benefit from Visual Support?
blankmile Visual Support helps companies support technical products across distances. Examples include machinery and plant engineering, electrical engineering and the energy sector. The service case is what matters. Visual remote assistance can help when your team needs to see the situation and guide someone on site.