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Vicon upgrades customer service delivering professional services and customer support

Published on 22 August, 2011

 The programme will enhance the customer experience by improving the company’s technical and personnel infrastructure
 Shorter wait time and customer scheduled support are among the few key components of the programme
Vicon Industries Inc., a leading designer and producer of network video management systems, announced recently an extensive upgrade to the company's service programme, effective immediately. The programme will enhance the customer experience by improving the company's technical and personnel infrastructure and adding new pre- and post-sale support services. These services will be available for customers throughout the Americas as well as International customers who are serviced through Vicon's U.S. Headquarters.

Key components of the programme 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 computerised customer service support system, ending support of obsolete products, and limiting direct phone support to only authorised 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 customised Vicon classroom training at the customers' location of choice.
"Vicon recognises 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. Our new service programme demonstrates Vicon's commitment to delivering a consistently positive, hassle-free customer experience, as well as our goalto become the market leader in this respect" explained Kenny Rohan, Director of Customer Service.
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