OneVision Resources
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OneVision Integrator Service Desk
Category
Home Control & Automation > Remote Home Monitoring/Management
Description
OneVision Integrator Service Desk by OneVision Resources
MSRP - N/A
Shipped Date - 4/1/2016
Integrator Service Desk is a turn-key service desk and RMR-generation platform. Forward your support calls/emails to us, we provide instant and 24/7 support in your name, solve your clients’ problems, and then we sell service plans on your behalf. You build, we service, it’s that simple.
Prior to this service, HTPs struggled to meet growing client expectations around instant response to their support needs and demands for more proactive support. Furthermore, they struggled to build RMR with service plans that were simple to execute. We solve both problems with this turn-key solution.
If an HTP wants to ease the burden of service and build RMR at the same time then we’re a perfect fit. We provide white-label tech support to their clients, monitor their homes, and sell their service plans. They focus on what they do best and we take care of the rest.
Describe product's design and/or technical innovation - Never before have homeowners had access to friendly, instant, 24/7 response for their smart-home service needs. Now they do when their local Home Technology Professional (HTP) partners with OneVision to provide Instant Triage services.
Never before have HTPs had sustainable work-life balance within their organization while at the same time striving for an excellent service experience. With OneVision responding to all service notifications, phone calls, and emails, service technicians and project managers can focus on their work and their families at the appropriate time
Home owners have asked for premium services, such as monitoring, faster support, and proactive maintenance, but HTPs have struggled to provide these services and create RMR. Now homeowners are able to receive the services they desire and HTPs can provide these services in a sustainable and profitable manner.
What sets your product apart from others? - The typical approach to the problem of providing scalable service is to use a call center with generic phone receptionists who can follow scripts. The problem with that approach is that a generic receptionist can only take a message and evaluate urgency, but otherwise cannot provide much help without creating a "Comcast-like" experience of "did you power cycle your modem."
When technology goes awry, it's usually assumed to be a quick, simple problem and therefore is expected to have a quick, free solution. When the homeowner calls their local HTP they expect someone to respond immediately with a quick solution ("Help! My remote isn't working and the game's about to start!").
Only experienced technology specialists who have mastered the science of smart-home technology and the art of friendly support are capable of navigating these situations in a productive manner. As former HTPs with a focus on service and recurring revenue, we are uniquely capable of solving the very problem of providing high quality support in a cost-efficient manner while at the same time building the RMR that becomes the lifeblood of any HTP's business.
What benefits does your product provide? - Homeowners now receive an instant, friendly response to every service request, 24/7. A majority of problems are resolved in the moment and more complicated problems are addressed with workarounds thereby reducing the urgency and impact to the homeowner's day-to-day life.
HTPs are able to measurably improve the experience with the homeowner and begin building a lifelong relationship with them. The HTP is now able to sustainably scale the business with appropriate work/life balance throughout the organization. Last but not least, the HTP is now able to build recurring revenue based on premium services around monitoring and 24/7 support.
Manufacturers also benefit (though they are not paying customers) because they now have a better consumer experience with their brand and reduced support overhead.
The entire ecosystem benefits and we are excited to be leading this change for the industry.
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