Ticket #664: An Ounce of Prevention
There’s an old adage about an ounce of prevention being worth a pound of cure. This undeniably holds true when it comes to providing top notch technology support, as was clearly demonstrated in this recent incident.
On a Monday at 2pm we received a notification from one of our monitored residences. A wireless touch panel in the Master Bedroom had inexplicably fallen offline.
OneVision’s Role – Instant Triage and Basic Support:
Within minutes of receiving the notification we emailed the homeowner proactively alerting them to the issue. We asked them them to check on the touch panel at their convenience and let us know if they were experiencing any issues with it.
Minutes later the homeowner replied stating that the touch panel had apparently not been properly placed in the charging dock after the last use, causing the battery to die. The homeowner had rectified this issue. Sure enough we received a notification shortly thereafter that the touch panel had come back online. A key to effective troubleshooting is to start with the basics, so sometimes simply asking the client to physically check on the device is the best place to start.
Our Partner’s Role – Advanced Support:
Our partner never had to lift a finger. Our proactive outreach to the homeowner prevented what could have been a frustrated off hours support call when the family sat down to enjoy their favorite show. Instead we converted the incident into the type of service homeowners will tell their friends about, garnering goodwill and a steady stream of referrals.
Contact OneVision today to see how we can provide best-in-class service to your homeowners!