If manufacturers are looking for a role model, it's hard to ignore what Control4 has done in the last year. The company won a record 10 Quest for Quality Awards this year, beating its previous record of 9 thanks in part to its dedication to supporting its customers and dealers.
The company took home awards for its customer service, tech support, RMR support programs, dealer programs, dealer protection policies, co-op advertising program, social media presence, lead generation, shipping policies, and dealer/integrator website.
“As we continue to expand our reach to new customers, including those buying new homes from production homebuilders, it's imperative that we arm our dealers with new tools and opportunities, while also supporting the areas that have been proven to thrive,” says Control4 chairman and CEO Martin Plaehn in a press release.
“Being presented with a record-breaking number of CE Pro Quest for Quality awards indicates that we’re committed to the success of our dealers and we remain incredibly proud that our training, support, marketing, shipping policies, social media, and more are visibly serving our industry.”
Here's what Control4 employees had to say when asked about the company's wins in each category:
Customer Service (Gold)
“We are honored and excited to be recognized by our dealers in this category again! Providing excellent customer service is our utmost priority, and we’re always looking to enhance the experience. We think like our dealers to provide services and solutions that allow them to choose the best route. Remaining agile through a constantly growing and changing landscape is key for the success of both our dealers, and for our team members who are assisting them,” says Amy Longaker, senior manager, sales support.
Tech Support (Platinum)
“Control4 dealers are the best in the industry at delivering fantastic smart home solutions, but when they get stuck and need technical help, Control4’s veteran support team is there. With an online knowledgebase, live-chat, and around the-clock phone support, our team ensures that every issue is 100 percent resolved, even if that means sending a Control4 technician to the home. We love our dealers, and we delight in their success, whether or not they need our help!” says Scott Jeffery, senior director, worldwide support services.
Lead Generation (Platinum)
“We take a comprehensive approach to connecting our dealers with homeowners. We use both direct response and awareness-driven campaigns focused on capturing consumers’ smart home interest, educating them on the benefits of a professionally installed system, and matching them with the right dealer to help them achieve their smart home dream. We also provide our dealers, who have their own marketing machine, with the ability to partner with us on certain campaigns and receive co-op funding,” comments Tyler Reed, director, demand generation.
Sales/Marketing Assistance (Platinum)
“One of Control4’s main goals is to continuously provide our dealers with more efficient ways to support their clients, as well as improve their bottom line. How can we help our dealers have fewer truck rolls each day? What could we do to offer better remote management systems? Are there easier ways to integrate more devices that the Control4 system interoperates with? By asking ourselves these questions and listening to dealer and industry feedback, we’re able to offer great RMR support programs. We’re honored that our dealers and the industry are acknowledging these efforts, and we plan to continue to improve in the future,” says Brad Hintze, senior director, product marketing.
RMR Support Programs (Platinum)
“With the addition of our Certified Showroom Program, the new Tiny Smart Home, and new partnerships, we are working to create spaces where consumers, architects, designers, builders and whoever else can come and experience true home automation in a setting that simulates the possibilities with Control4 and our dealers,” says Hintze.
Shipping Policies (Gold)
“Fast, friendly, and efficient shipping policies and practices are key aspects we continually focus to improve to provide an overall great experience. We continue enhancing our offerings with developments to the Control4 Dealer Portal, have added to our worldwide fulfillment center operations, and have opened a new fulfillment site in Kentucky to better support our East Coast dealer base. We persist to provide free ground shipping minimums to all our dealers and offer increased free shipping benefits for our buying group and premier dealers,” says Kevin Colburn, fulfillment director.
Dealer/Integrator Website (Gold)
“Besides offering a premium e-commerce experience, the Control4 Dealer Portal provides integrators with a best-in-class support section with online chat, knowledgebase and revamped global online RMA submission. An evolving training platform for technicians helps them level-up their skills with PCNA, centralized lighting and automated programmer certifications. It also helps marketers personalize their dealer locator microsites with logo, employee bios and showroom gallery, and we also provide dealers with at-a-glance metrics to make sure they can maximize their benefits with the Control4 Premier Dealer program,” comments JD Cargile, web applications director.
Dealer Protection Policies (Silver)
“Control4 is completely committed to business owners who commit their investment, time and resources to partner with us. This commitment can be seen in our investment in education and support through both live/in-person and online/packaged interaction and content, our consistent support of our certification program and the qualification process for new business owners to partner with us, and in the way we react to and shut down instances of our product showing up for sale in online stores or other unauthorized venues,” says Jeff Dungan, senior vice president business development and supply chain ops.
Social Media Presence (Silver)
“We embrace social media for the ability it provides to generate increased traffic and leads, but to us, it’s even more so about building relationships within our social communities. It is gratifying to interact with individuals and families who have benefited from our products and share their stories, educate our customers and other followers who are interested in new-age technology, and express the immense appreciation that we have for our dealer base,” says Crystal Watts, senior manager, marketing communications.
Co-op Advertising Program (Gold)
“We take a comprehensive approach to connecting our dealers with homeowners. We use both direct response and awareness-driven campaigns focused on capturing consumers’ smart home interest, educating them on the benefits of a professionally installed system, and matching them with the right dealer to help them achieve their smart home dream. We also provide our dealers, who have their own marketing machine, with the ability to partner with us on certain campaigns and receive co-op funding,” comments Reed.
