Press Release: Launch of Integrator Service Desk
BOSTON, MA (MARCH 22, 2016) — OneVision Resources of Boston, Mass., a leading provider of smart home technology and IT support services has enhanced its business model to cater to the residential A/V integration communities. Ten years in the making, the company announces the launch of its flagship offering, Integrator Service Desk. In this new-yet-familiar capacity, OneVision will continue to professionally manage client technology needs but will do so in a white-label capacity enabling systems integrators to provide instant service and secure valuable recurring revenue.
The Integrator Service Desk platform enables systems integrators to provide 24/7 instant triage, free basic support, and monitoring to improve the homeowner’s experience with their technology. OneVision’s white-label service is coupled with an automated sales and marketing approach that introduces service agreements to legacy customers shortly after they have a positive support experience with their integrator.
“There is no doubt that recurring monthly revenue is a hot topic in the industry today. When CEDIA Market Intelligence surveyed CEDIA Members, “building recurring revenue” was identified as the number one choice for training resources [the membership] felt were needed. It is exciting to see solutions like the OneVision Resources Integrator Service Desk entering the market to help integrators tackle customer support and find streams of recurring revenue,” said Vin Bruno, CEDIA CEO.
“With the explosion of Internet of Things and smart home environments, it seems inevitable that homes of the future will have a technology monitoring and support service much like they have security monitoring today. Home technology professionals in the smart home environment are perfectly positioned to capture this market and with Integrator Service Desk every single company can finally provide a service plan worth paying for to smart-home owners,” he adds.
Smart Home Service Plans Lead to Recurring Revenue
With Instant Triage and basic support, OneVision provides the foundation to a valuable service plan that most consumers today are willing to pay for. By layering on priority service and technology monitoring, every integrator immediately unlocks the potential for building recurring monthly revenue with their customers.
Demand for fast, personalized service is growing according to consulting firm Toister Performance Solutions, whose annual study shows that 30% of users requesting support expect a response within one hour. That number is twice what it was last year.
Kolchinsky explains further by saying “the modern consumer expects a quick, helpful response when they reach out for support. And if it’s a quick, easy fix the consumer doesn’t expect to pay for that support. This represents a growing problem for integrators who can’t recoup that investment. Meanwhile, on-site service is usually billable, but a successful service program needs both aspects for profitability and customer satisfaction. This is precisely where OneVision Resources has excelled, spending the last 10 years doing both with our clients here in Boston and now sharing that extensive experience with the integration community so that we can all deliver better service, together.”
White-label Services for Integrators OneVision facilitates instant triage and basic support in a white label capacity, so homeowners who call for support associate the stellar service received with the integrator, not OneVision. Firms who partner with OneVision Resources can benefit from recurring monthly revenue generated by service plans, without the burdens of staffing a service desk, managing a support ticketing system, and monitoring the smart homes themselves. OneVision monitors service inquiries 24/7/365 and responds to any calls or issues within 30 minutes.
“Every integrator is interested in providing a high level of service not just to build RMR but to also live up to client expectations. We want to build on the existing high-quality relationships integrators have with their clients to meet this growing demand,” says Kolchinsky.
Your Own Custom Service Desk
OneVision provides each of its customers with an enterprise-level ticketing system that tracks all communication, categorizes every incident, and displays a dashboard for managing incident flow at a glance. The integrator’s team is trained on best practices as it relates to service/ticket management so that the best support experience can be provided together.
The integrator is able to see all tickets, and is notified when a follow up appointment is required so they can address the request directly. “Our highly-skilled specialists allow integrators to return to their core competency — designing and installing smart home systems — while we work in the background to manage their service desk,” explains Kolchinsky.
Leveraging the Benefits of Technology Monitoring
Implementing technology monitoring and management tools like Ihiji Invision, OneVision can proactively detect problems with network-connected devices and the network itself, oftentimes solving the issue by rebooting them remotely before the client ever notices or experiences an interruption in service.
New Business Model to Meet Evolving Needs
To prevent any confusion in the marketplace and to clear the path for future success it was necessary for OneVision to modify its business model. “OneVision Resources is no longer in the custom design and integration business. Instead, we are now a service provider to integrators that acts on their behalf and always with their customers’ best interests in mind,” stresses Kolchinsky. “By changing our model and implementing Integrator Service Desk, we’re providing a significant service and bottom-line enhancing opportunity for those involved with the design and integration of smart home systems. Because of our specialized model, we distinctly recognize the challenges companies face in meeting service expectations and believe we have the systems and skilled staff to deliver the ideal solution, says Kolchinsky. “Moreover, we want integrators to know we are at your service.”
Integrators interested in working with OneVision to optimize their service offering and generate recurring monthly revenue should visit www.onevisionresources.com to learn more about Integrator Service Desk and its available options.
About OneVision Resources and Integrator Service Desk
As former integrators with decades of experience in smart home design and integration, OneVision Resources provides high-quality, quick-response, white-label monitoring and end-user support for integrators. With a dedicated team of specialized technical service representatives standing by to offer Instant Triage for smart-home owners, the OneVision Resources Integrator Service Desk enables home technology professionals to generate recurring monthly revenue and increase client satisfaction. For more information, visit www.onevisionresources.com.