Boon Edam Inc., global manufacturer and supplier of security entrances and architectural revolving doors, is proud to announce the launch of new interactive troubleshooting guides for accelerating the diagnosis and problem-solving process for service technicians in the Americas. As part of the company’s commitment to providing the best support for its service partners, any registered technician with internet access, working on a Boon Edam security entrance can now view and interact with the troubleshooting guides. Pedestrian security solutions leader Boon Edam Inc. continues to be the market leader in pedestrian security entrance solutions, according to a recent IHS Markit report Boon Edam Inc. continues to be the market leader in pedestrian security entrance solutions, according to a recent IHS Markit report, and, because of strong revenue growth over the past five years, particularly with Fortune 100 companies, the rate of product installations nationwide has also increased. In response to an increase in technical service calls, Boon Edam continues to find new ways to bring current and just-in-time information to on-site field technicians. For example, a few months ago, the company released a new online chat feature to the website. Boon Edam’s troubleshooting guidelines The new online troubleshooting guides work as an algorithm, where the technician begins troubleshooting by selecting a product and then a particular issue from a list of the most common field issues. He or she then answers a series of “yes” or “no” questions to drill down to the solution. “We’re excited to be adding to the self-service “tool bag” we’ve been putting together for the service technician,” says Kevin Thomasson, VP of Customer Experience, Boon Edam. “Technicians have a number of items in their arsenal already – phone support, a chat function on the website, new instructional videos, and even a traveling training program they can attend. These new troubleshooting guides are the latest addition and give the technician just one more avenue to find answers to their service questions.”
Boon Edam, a global provider of security entrances and architectural revolving doors, is proud to announce the launch of security entrance instructional videos designed to deliver instant access to installation procedures for service technicians in the Americas. As part of the company’s commitment to providing unsurpassed customer service in the security industry, any registered technician working on a Boon Edam security entrance with internet access can watch these videos within a few clicks, ensuring a smoother installation and improving overall customer service. Boon Edam has experienced double-digit sales growth of security products in the past five years, installing thousands of products in the Americas and around the globe. To keep up with increased installations, the company invested heavily in a technical training program in 2013 that provides installation and maintenance training at the factory in North Carolina, at the job site and by webinar. However, as the rate of product installations has increased, phone calls from onsite technicians with questions has also increased. Boon Edam, a global provider of security entrances and architectural revolving doors, is proud to announce the launch of security entrance instructional videos Easy access installation To stem the tide of this increased service demand, Kevin Thomasson, the VP of Customer Experience, and Sam Nussman, Technical Services Manager, developed the video program to provide easy access to installation procedures ahead of time. Now, during installation prep calls, Boon Edam sends the installing technicians a link to the product video they need and login credentials. “Our goal in the coming year is to develop a self-service ‘tool bag’ for technicians that is so accessible and easy to use that they could do everything themselves,” says Thomasson. “The videos are the first step in creating this tool bag and it underpins our strategy of creating a customer experience that is effortless and frictionless every step of the way.” Our goal in the coming year is to develop a self-service ‘tool bag’ for technicians that is so accessible and easy to use that they could do everything themselves" Security product videos The videos are currently available in English on Boon Edam’s most popular security products: the Tourlock 180+90 security revolving door, the Circlelock mantrap portal, and the Speedlane Lifeline Swing optical turnstile. Videos in Spanish will be launched at the end of June 2018. The videos range from five to 15 minutes, depending on the product. “Each video shows them everything they need to know, from uncrating the product to commissioning; if they watch a video they really could do it all themselves and never pick up the phone with a question,” says Nussman, who shot and produced each video. To obtain access to the videos, technicians affiliated with Boon Edam distributors or projects are encouraged to contact Boon Edam Inc. in advance to obtain their credentials and a link to the videos.
Boon Edam has expanded its sales team to support continued strong demand for entrance solutions in the Americas Boon Edam, a manufacturer of security entrances and architectural revolving doors, has announced that the company has hired a new Vice President of Customer Experience and further expanded its sales team to support continued strong demand for entrance solutions in the Americas. New Vice President of Customer Experience Kevin Thomasson was recently hired by Boon Edam to drive efficiency in sales support and order fulfillment. Kevin has over 16 years of sales, marketing, and operations experience, managing and directing teams from ChannelAdvisor, LexisNexis, and SciQuest. At Boon Edam, Kevin’s team includes: Technical Training, Inside Sales, Project Coordination, Installation Support and Technical Support. Project Coordination is an innovative new department that originated from Inside Sales and will specialise in submittal drawings, custom engineering requests, order fulfillment, and delivery coordination. Kevin stated, “With the world class talent we have at Boon Edam, our ultimate goal is to make the customer experience effortless from beginning to end.” Kevin works at the Lillington plant and lives in Cary, NC. New Business Development Managers With the world class talent we have at Boon Edam, our ultimate goal is to make the customer experience effortless from beginning to end To increase sales coverage and further improve customer service in the USA, Boon Edam has hired new Business Development Managers to deliver on-site entrance consultations in smaller geographic regions. All Business Development Managers report to National Sales Managers Valerie Anderson (Midwest, Canada and East) or JC Powell (West and South). Jon Merone is the new Mid-Atlantic Region Business Development Manager. He is a native of Iowa and is a seasoned professional with a sales background in the industries of construction, industrial, environmental and electrical utilities. His recent companies include Lekson Associates, Safety-Kleen, and Pella. Jon covers Maryland, Virginia, and Washington, DC and is based in Frederick, MD. Lyndell Kline is Boon Edam’s Northeast Region Business Development Manager, bringing over 22 years’ experience in the security industry, in both the integrator/dealer and manufacturing segments. Lyndell was the Director of Sales for Security First, Inc. and Senior Sales Representative for UTC Fire and Security. She covers New York (excluding New York City), Pennsylvania and Delaware, and is based in Wyomissing, PA. Todd Yandell is the Business Development Manager for the South Texas Region. A native of Houston, Texas, Todd has spent the last 17 years in the construction industry in Sales and Sales Management with companies such as Sika Sarnafil and Duro-Last, focusing on specifiers and builders for commercial applications. He is based in Houston, TX. The team works in cooperation with regional BDMs to ensurethat Enterprise customers receive superior service at all levels Kevin Friend is the new Business Development Manager for the Midwest Central Region, covering Iowa, Kansas, Missouri, Nebraska, South Dakota, North Dakota and Minnesota. An Ohio native, he has spent the last 18 years working in the construction industry in Sales Management and Business Development. His experience has spanned working in Business Development for an exterior glazing contractor to Sales Management with the Stonhard Group. Kevin works out of West Des Moines, IA. Enterprise sales expansion Enterprise Accounts was an initiative started in 2013, and is headed by Mark Perkins, VP of Enterprise Security Accounts. The team works in cooperation with regional BDMs to ensure that Enterprise customers receive superior service at all levels. Two new members were promoted from regional Business Development Manager roles to BDM – Enterprise Accounts: Dale Gigandet, PE, CPP, CISSP, covers the Eastern Region. He is a seasoned, 30-year veteran of the security industry, with an extensive background in design/build solutions for protecting people and property from security threats and vulnerabilities. Dale is a registered professional engineer, certified protection professional, and certified information systems security professional based in Newbury, MA. Ted Lewis covers the Western Region and has been in the security industry for over 24 years. He has gained experience at various companies including EMI, Stantron, Nice Systems, Vicon, and he has also served as an independent manufacturer’s representative for Pelco, Exacq, Speco, Paxton, and Vigilant Video. Ted has acquired various certifications throughout his career including Pelco, Exacq, Vicon, AMAG, GE, Hirsch, and others. He is based in Valencia, California.