Skip to Content (custom)

    5 Challenges Facing Field Service Operations and How Video Can Tackle Them All

    In today's landscape, telematics has become the norm for obtaining vehicle data in fleet management. It offers a broad perspective of daily operations, facilitating preventative maintenance and fuel optimization. However, as a field service operations manager, you're aware that telematics alone doesn't provide the whole story behind each data point.

    Consider this:

    • Why is a vehicle in your fleet idling for 15 minutes?
    • Can telematics confirm or refute a customer's claim of a missed delivery?
    • Which route boasts the most favorable weather conditions in real time?
    • What do you do if one of your vehicles gets stolen?
    • How do you navigate incidents with conflicting reports?
    • How can you continually improve technician safety?

    Failure to address these questions not only wastes resources but also tarnishes your reputation. Despite the widespread adoption of GPS fleet tracking solutions, many fleet managers remain unaware of the untapped potential of leveraging other rich data sources for operational enhancements. In fact, while 64% of fleet managers are currently using a GPS fleet tracking solution, most aren't getting the full picture of what's really happening in the field and on the road. 60% of companies aren't aware that the use of rich data can have a tremendous impact on improving operations.
    Enter video solutions—a game-changer in fleet management. By incorporating video, managers can elevate productivity, enhance safety measures, and reduce costs. But how exactly does video revolutionize operational efficiencies? Let's explore five surprising applications of video in fleet management.

    The latest challenges facing fleets and how video can solve them



    More than 40% of a typical technician’s working day can be wasted with two to three hours of idle time and up to an hour of unnecessary driving time.


    For field services companies, and the technicians they support, video integration goes beyond traditional telematics, offering invaluable real-time* visual data and live streaming capabilities. Video allows managers to identify and address factors contributing to idling time, such as traffic congestion or inefficient route planning, thereby minimizing wasted resources and enhancing overall productivity. It also enables field service managers to provide technicians with live views of traffic, road conditions, obstacles, and alternative routes, empowering them to optimize efficiency in their daily tasks.

    Video support is already being deployed by over 50% of field service organizations to help technicians perform their jobs more effectively.


    Fleet managers can view images in real time and live stream video from thousands of other devices in the Lytx® network on specific routes to see current conditions.


    More than half of consumers say they would consider switching companies after just one instance of bad customer service.


    Video helps ensure that your workforce is following procedures to maximize efficiency, all while upholding company standards and reputation.

    Video can confirm your technicians are adhering to the right policies, like parking on city streets rather than in residential driveways.

    Live stream and look-back video can also be instrumental in confirming that the road has been plowed, the trees were trimmed, or a delivery was made on time. Proof of service is available with video.

    75% of customers say they have recommended a company based on excellent customer service.


    In this example, a customer refused to pay for snow plowing services rendered. By leveraging the Lytx Fleet Tracking Service, the company could confirm they were present at the date and time of disputed service, then pull video footage to prove the services were in fact rendered.


    In 2023, 14% of collisions and nearly 20% of near-collisions involved some kind of distracted driving.


    In-field cameras offer field services operations managers a comprehensive view of driver behavior, highlighting risky actions such as lack of seat belt usage, eating, smoking, and distracted driving.

    This video data serves as a valuable tool for providing feedback to technicians, addressing safety issues proactively, and delivering targeted training precisely when it's needed most.

    Video telematics and coaching with video examples can reduce collisions by as much as 35%.


    “The fleet video recorders enabled us to see a lot of poor driving behaviors which we addressed with those drivers through the coaching. Over the trial period, we saw a reduction of about 90% of coachable incidents.”

    John Petrelli
    Manager of Risk Management
    Orange County, Florida Government


    More than one million vehicles were reported stolen in 2023, with vehicle thefts increasing every year since 2019. Chevrolet, Ford and GMC pickups were listed among the top 10 targets for thieves.


    What happens when a vehicle leaves your geofence?

    Once a manager identifies that a vehicle is not where it should be, video monitoring can be the perfect tool to see exactly what’s happening with that vehicle and technician. If anything is amiss, a manager can take quick action to resolve.

    In the event of theft, video evidence from both inside and out of the cab can be critical for law enforcement to retrieve the stolen property.

    With no reprieve in sight for vehicle and equipment thefts, upgrading your protective solutions is essential.


    “The real-time video monitoring is very good, giving us visibility when there's an incident, whether it's an accident or an injured employee, or just something we need to view on live stream to see exactly what’s going on in real time... It gives us more control as far as getting the information to the right people.”

    Ernesto J. Macias
    Vice President of Risk Management and Labor Relations
    West Coast Arborists


    One or two high claims cases could put any organization at risk. The median nuclear verdict jumped from $21.5 million in 2020 to $41.1 million in 2022, a 95% increase.


    Video can help your fleet quickly reconstruct incidents, accidents, or disputes for liability protection and fewer dollars spent on claims.

    It can also expedite the resolution of any 1-800-Hows-My-Driving incidents, avoiding “he said, she said” instances to save administrative burdens.

    Video can even be submitted as evidence to authorities in the event of equipment or vehicle theft.

    Installing video telematics can lead to a 25% reduction in claims against drivers.


    “We had two companies go after us when they thought we hit them...In fact, the video clearly showed they hit us. Once we mentioned we had Lytx, [the false claims] went away. When you have that kind of information, it changes the game.”

    Donahue Holloway
    Safety Coordinator
    Durham Coca-Cola Bottling Co.

    Ultimately, video lets you be everywhere your technicians are.

    Video helps tell the story and extend fleet manager visibility to what is happening in the field to problem-solve with technicians quickly.

    Get in touch to take your operations to the next level with the powerful combination of Lytx video and telematics solutions.