Published on 21 June, 2016
|The solution allows technicians remote access to in-store synergy systems for upgrades, diagnostics and most repairs
Tyco Integrated Security (TycoIS) announced Remote Diagnostic Services for Sensormatic® Synergy Store Front Detection Systems. The new services, designed to reduce field service calls and delays, provides TycoIS technicians with remote access into Synergy pedestals to quickly address system upgrades, health checks and other issues, resulting in faster uptime due to expedited service resolution over the phone.
Minimises operational issues to improve store performance
Remote Diagnostic Services is available on the new Sensormatic® Synergy Store Front Detection Systems. The next generation intelligent, interconnected and modular detection system connects multiple technologies in one network-ready storefront system to capture actionable data that fuels better decisions, manages shrink and maximises EAS investment.
"The team members in our Remote Diagnostic Center are already working with retailers for video monitoring and support, so we're excited to expand the remote capabilities to the Sensormatic Synergy pedestal for EAS and RFID, enabling personalised service for retailers within minutes," said Maureen Lally, Vice President, Marketing, North America, Installation & Services at Tyco. "Extending their remote access to the Sensormatic Synergy Store Front Detection Systems allows our store associates and loss prevention professionals to concentrate on improving store performance rather than operational issues."
Two service level options
As an add-on to a maintenance contract, this service leverages the new Sensormatic Synergy system's network card and is available in two service level options, proactive or reactive. Depending on individual customer needs, TycoIS can monitor their systems and proactively contact retailers with upgrades or quickly respond when they experience a problem.
Remote Diagnostic Services are already used by many retailers for video monitoring and support. All remote services, including the new Synergy offering and existing video services, are handled by certified technicians specifically trained in remote service resolution, diagnostics and system upgrades. The Remote Diagnostic team includes English, Spanish and French-speaking technicians.