Network video management systems provider Vicon Industries has announced an extensive upgrade to its technical service program, effective immediately. The program now offers additional technical and personnel infrastructure and adds new pre- and post-sale support services, says the company.
The expanded services are now available for Vicon customers throughout the Americas as well as International customers who are serviced through Vicon’s U.S. headquarters.
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Key components of the enhanced program, according to Vicon, include:
Shorter Wait Time for Technical Support: Requests for real time support by dealers will be improved through a number of key initiatives that include increasing technical support personnel by 50%, implementing a new computerized customer service support system, ending support of obsolete products, and limiting direct phone support to only authorized dealers.
Customer Scheduled Support Calls: Customers can now pre-schedule technical support sessions to avoid waiting phone queues.
Factory Direct System Configuration Programming: Vicon’s new menu of professional services includes factory-direct system pre-configuration of network system components such as network cameras, encoders, NVRs, DVRs, and workstations. These services include the configuration of network settings, camera titles, recording, and pre-registration of all software licenses specific to the needs of the customer and are intended to provide an efficient means of installing and commissioning network video systems.
Professional Services: Engineers are now available to provide on-site project supervision and system commissioning and customized Vicon classroom training at the customers’ location of choice.
“Vicon recognizes that, from the customers’ perspective, the support and service they receive pre- and post-sale are every bit as important as the products they choose, and a video management system is only as good as the company that supports it," comments Kenny Rohan, Director of Customer Service at Vicon. "Our new service program demonstrates Vicon’s commitment to delivering a consistently positive, hassle-free customer experience, as well as our goal to become the market leader in this respect."
Complete information about new support policies, including system pre-configuration services, are posted on the company’s webite: http://www.vicon-security.com/5-point-customer-service.htm