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Support critical to customer service

According to John Powell, CEO of Powell Tronics, security system installers need to know that their suppliers have their backs. It is all very well selling an installer technology with all the ‘bells and whistles’ but without adequate technical support, the system may never reach its full potential.

Powell Tronics’ technical support begins at the moment that the team is approached by an installer, through the installation and commissioning stages, and often after commissioning is complete.

Powell explains that this value added service is available for all installer projects, from small developments up to large-scale enterprise solutions. “We include the commissioning of our software development products as part of the overall cost to the installer and, as part of our package, we provide technical training at our regional offices to installers as well as onsite training to both the installers and the system operators. Sales training is also conducted in our offices to enable installers to confidently sell solutions to their clients.”

Powell Tronics has a number of development projects which are based primarily on customer demand. “As a supplier of access control, visitor management and time & attendance (T&A) hardware technology we regularly receive requests from the installer and end user markets to develop software that complements and enhances the hardware. In addition, we take a proactive approach to developmental projects by reviewing trends in the industry, by reading articles, attending events, and through networking. We consider the direction in which the industry is heading and whether that will influence our markets. Added to this is the incumbent and collective knowledge of our team who, because of their long-standing involvement in the industry, are completely attuned to its needs and trends, says Powell.

“Another important element in the development of new software solutions or the enhancement of existing products is evaluating what our hardware suppliers are doing and what their roadmaps for the future look like. This enables us to undertake developmental projects that support the direction in which technology is moving,” adds Powell.

Planning and strategising with clients allows the Powell Tronics sales and development teams to assist in providing solutions that precisely work for each end user application. Powell says that by determining the exact requirements of each project, the sales team can decide whether the standard software is adequate or whether development will be required. Hand-in-glove with this is the suggestion of project input based on the client’s budget. The company has implemented an online CRM system that allows customers to request developmental changes at http://help.p-tron.com/

A Service Level Agreement (SLA) will generally be drawn up which defines the exact parameters of Powell Tronics’ involvement in terms of high-level support and maintenance as well as software upgrades as determined and required by the installer/contractor. An annual software licence allows for annual upgrades and where blanket changes occur, these will be upgraded with each installer.

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