Why We Need a 24/7 Service Model

We Need a New Support Model

Are there any support models that our industry can follow?

From experience, we know how the PC and networking industry supports its individual end users. We see there are several models in that realm that would be insufficient for our customers (who have very high expectations).

Our clients don't want to be redirected overseas or put on hold or rerouted to an incomprehensible do-it-yourself menu or flowchart. They will not put up with such models.

The best model may be found in the way the computer networking industry structures its support for businesses.

When was the last time your ATM wasn't working? Or a store couldn't authorize your credit card? There are ways to make very complex systems reliable all the time -- they involve continuous monitoring and updating.

Some forward-thinking Media Center companies (Niveus and Inteset, for example) are just starting to roll out these types of professional-level support programs for dealers.

A few dedicated support companies are forming to offer independent support programs to their dealers. One of them, Atomoo, even tries to look at the requirement of the complete system and network needing attention.

All of these programs, however, are currently limited in scope, relatively new and remain, as of yet, unproven. Although these outsourcing models could provide monitoring and management on a 24/7 basis, there are other customer service questions to consider.

For example, how do we insure a quality customer experience? Who will have direct contact with your customer?

Though many logistic challenges loom before us, one thing is perfectly clear: the new digital technology is quickly outpacing our ability to support customers properly.

However we answer questions of service quality control, our businesses need to step up to the challenge and re-engineer themselves so as to provide a new service model.

Our industry's vendors must also re-evaluate their support and services programs to better support us. After all, there is always the possibility that new (or established) companies will develop solutions that better fit our needs in servicing our customers.

As with any major technology shift, there are great opportunities for those who lead the way; there are also great perils for those who fall behind.

Vaughn Petraglia is a CEDIA Registered Outreach Instructor. He is also a designer at Audio Video Experience (http://www.electroniclifestyle.com) and a member of the Media Center Integrator Alliance.