A global manufacturer of premium bathroom and water solutions needed a more effective way to support specialist installers working with concealed systems and complex configurations.
Phone and email support worked for simple questions. But for intricate installations, those tools were often insufficient.
By introducing SightCall as a branded video service, the company enabled real-time visual collaboration between installers and technical experts.
The result: Faster diagnosis, fewer unnecessary technician dispatches, measurable cost savings, and a more consistent partner experience.
The Challenge: Supporting Complex Installations Without Seeing the Site
The company designs and manufactures high-quality bathroom and kitchen products that are installed primarily by trained specialist partners. Many products involve concealed installations, complex water routing, and precise configuration requirements that must be completed correctly during construction or renovation.
Its technical service center plays a central role in supporting these partners during installation and troubleshooting. Experts regularly advise on thermostatic components, concealed fittings, piping connections, and control units, often while work is actively underway.
Before adopting remote visual support, all requests were handled via phone calls or email.
For straightforward questions, this worked. For concealed systems or partially completed builds, it created friction:
- Experts could not see the live installation environment
- Diagnosing issues required lengthy calls and repeated exchanges
- Photos often failed to capture critical details
- In many cases, a service technician was dispatched as the safest option
This approach increased travel costs, delayed installations, and tied up expert resources that could have been used elsewhere.
The organization needed a way to see what installers were seeing, resolve more issues during the first interaction, and reduce unnecessary travel without compromising service quality.
The Approach: Adding Visual Context to Expert Support
The goal was not just to respond faster. It was to resolve more complex cases remotely and provide specialist partners with a level of support that reflected the company’s premium positioning.
The company introduced SightCall as an internally branded, professional-grade visual support channel.
Installers can initiate a live video session directly from a smartphone when they encounter a complex installation or troubleshooting challenge.
During the session, technical experts can:
- Observe concealed fittings and component placement in real time
- Assess real-world installation conditions
- Guide installers step by step through corrective actions
- Verify that the final installation meets required standards
SightCall is primarily used when phone or email are inefficient, images alone are insufficient, or a technician visit would otherwise be required.
The simple addition of real-time visual context transformed how complex cases are handled.
The Results: Fewer Dispatches, Faster Resolutions, Higher Confidence
Introducing remote visual support improved efficiency within the technical service center. Experts could diagnose more accurately and resolve issues faster by seeing the installation environment directly. Key outcomes included:
Reduced On-Site Technician Visits
By resolving more cases remotely, the organization significantly reduced unnecessary dispatches.
Faster Installations
Issues were resolved in real time while work was underway, minimizing disruption and keeping projects on schedule.
Improved Partner Experience
Installers gained faster access to expert guidance and greater confidence during complex installations. Service quality became more consistent across sites.
Measurable Cost and Sustainability Impact
The company tracks CO₂ savings, travel distance reductions, time saved, and avoided travel costs through a sustainability dashboard.
Average cost savings per video-supported case are approximately €90, based on avoided technician visits.
Operational performance is also monitored through first-time fix rates and post-session agent feedback, including whether a dispatch was avoided.
Real-World Scenario: Resolving a Concealed Shower System Issue
A specialist installer is on-site installing a concealed shower system and encounters inconsistent water temperature.
Based on a phone description and static photos, the issue could stem from the thermostatic cartridge, incorrect installation depth, or improper water connections behind the wall.
Instead of escalating to a service technician visit, the installer initiates a video service session.
Through live video, the expert sees the concealed components inside the wall opening and quickly identifies that the thermostatic unit has been installed in the wrong orientation.
The expert guides the installer through the correction, verifies proper alignment, and confirms correct operation once water flow is restored.
The issue is resolved immediately. The installation continues without delay. A technician visit is avoided.
Why This Matters for Service Leaders
For manufacturers supporting complex products installed in the field, three pressures are constant:
- Increasing product sophistication
- Rising travel and labor costs
- The need to protect service quality and brand reputation
Adding real-time visual support gives expert teams the context they need to solve problems remotely.
It enables better first-time resolution, reduces unnecessary dispatches, supports sustainability goals, and strengthens relationships with installation partners.
Most importantly. It allows technical service centers to deliver high-touch support at scale, without physically being on site.
