With an 83% first visit reduction rate, we know conducting a video diagnosis using Streem will help improve your bottom line. And even better — we’ve made it easy for you to implement.
Use these tips to shift your business and treat video diagnosis as the first step in your service flow.
| 1. Developing a "First Step" Mindset |
- Treat a video diagnosis as an automatic first step for any eligible service dispatch
- Dedicate time each day for a qualified technician to conduct video diagnoses
- Commit to scheduling 3 video appts per hour during that time
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| 2. Scheduling the Video Diagnosis |
- View our Customer Guide for tips and best practices
- Help the customer understand the value and overcome any hesitations
- Prepare them with our sample scripts and pre-appointment notification template
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| 3. Conducting the Video Diagnosis |
- Guide the customer with empathy, clear instruction and helpful Streem tools
- Always add the Dispatch ID exactly as it appears in your email as the Reference #
- Capture pictures of error codes, model/serial # and general surroundings of the item
- See our Policies and Procedures Guide for best practices
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| 4. After the Diagnosis |
- Discuss next steps with the customer, order parts, and/or schedule repair visit
- Take advantage of our accelerated authorization process
- According to our study, about 5% of issues were resolved without a truck roll
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| 5. Measuring and Managing Performance |
Your Frontdoor Field Manager can help you:
- Gather key information to measure the impact on your bottom line
- Connect with peers to share best practices
- See the difference in your 5-Star Survey Ratings
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