Latin America. Boon Edam, Inc., the leading North American manufacturer of security gateway solutions, announced the launch of Advanced Customer Care, a comprehensive support program for its valuable dealer network. The goal of this new program is to facilitate efficient product installation and expert maintenance through communication, preparation, training and support.
Advanced Customer Care offers four distinct stages of support that start with the customer before an installation runs:
Capacity Assessment – Collect information about the customer/distributor in reference to their experience with Boon Edam products or similar products to recommend an execution and training plan.
Installation Coordination – Review installation and site requirements, scope of work, etc., support in the integration of access control devices and connection to the building security system (AYD).
Training – Provide personalized technical training, using a wide variety of topics and tools.
Review – Finalize project completion documentation, review the facility and reevaluate capacity and suggest training according to end-user needs.
Zac Ellet, (Technical Service Manager), comments that "one of our main strengths over the years has been our customer service and training programs. Our new Advanced Customer Care initiative focuses on proactivity. We have developed a methodology to anticipate customer needs through the sales cycle, offering a level of service and personalized training that meets the installation requirements and the subsequent maintenance period. This leads to an installation without surprises and minimizes the risk of unforeseen expenses to the client. The end result is that both we and the distributor manage to meet and exceed the expectations of the end user."
The Advanced Customer Care program is available to distributors and integrators in North, South and Central America.
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