With the idea that there is strength in numbers, OneVision Resources has organized a collabortive of industry-leading manufacturers, service and service providers and organizations aimed at blending together a unified message on the need for better post-installation service.
The group, dubbed by OneVision as its 20/20 program, will work with OneVision's Integrator Service Desk (ISD) system that enables Instant Triage with the goal of enhancing the consumer technology experience through faster, more knowledgeable, and more emotionally intelligent service.
“The 20/20 program is a collaboration between OneVision Resources and the CEDIA industry based on the premise that a better consumer experience in the home will lead to a better business environment for everyone,” says OneVision founder and CEO Joseph Kolchinsky. “The entire industry benefits from fast and friendly end-user support, so we’re working together with manufacturers, RSM platform providers, software developers, service providers and industry organizations to create the best experience possible. Although we're starting with 20 of the top names in the industry, our goal is to have active participation across all brands and organizations.”
The founding cohort of 20/20 participants includes manufacturers Lutron, ELAN, SurgeX, Josh.ai, Luxul, and Dana Innovations; software providers D-Tools, iPoint, and Portal; RSM platform provider Ihiji; service providers PanTech Design, WhyReboot, RAYVA, Johnnie & Co., and One Firefly; trade organizations Azione Unlimited, HTSA, and BRAVAS; and CEDIA, the custom electronic design and installation association, with public relations support from KMB Communications.
“As an industry, we are no longer just technology integrators. Instead, we are becoming an industry of technology managers. This requires a dedicated focus on service and can benefit from industry support. If we transition successfully we will grow existing revenue streams and create new ones,” says Vin Bruno, CEDIA CEO. “As the industry continues to evolve, programs like OneVision’s 20/20 are critical to making sure that tomorrow’s technology manager is prepared to meet the needs of the modern family.”
OneVision 20/20 Program Benefits, Partners
One of the key tenets of the program is working together to improve OneVision’s Instant Triage services, used by home technology professionals to provide instant, 24/7 support and monitoring services to their clients.
The 20/20 platform enables participants to help OneVision and home technology integrators deliver Instant Triage and emotionally intelligent service to technology users more easily, armed with even more extensive knowledge about the products and systems installed.
In addition to the information gleaned from providing support directly to end-users, each company will enjoy co-marketing opportunities to share their brand’s story with the OneVision partner network, co-branded press releases, and presence on the OneVision website in the form of a logo, description and link.
Additional benefits are tailored toward the company’s unique offerings, whether they are a manufacturer, software provider, RSM platform provider, service provider or trade organization.
“Lutron is committed to providing world-class lighting and shading control solutions and OneVision is committed to delivering outstanding post-installation support services by working together to provide the ultimate end-user experience,” says David Weinstein, vice president of residential sales at Lutron. “Instant response, 24/7 availability, and proactive monitoring of critical systems in the home is something the modern family expects. We’re thrilled to be a founding member of their 20/20 program, and equally excited to support our dealers’ interest in this program for the mutual benefit of our residential homeowner customers.”
“Excellent service and the resulting customer experience is an important initiative for ELAN and Core Brands,” says Mike Jordan, VP of product management at Core Brands. “Hence, we are contributing training and technical support services to the OneVision 20/20 program which directly contribute to a superior level of service for our users which, in turn, builds recurring revenue for our integrators.”
Software products from 20/20 partners will be integrated directly into the OneVision workflow, resulting in a more streamlined software experience for users and greater visibility through OneVision’s network of ISD customers.
“OneVision’s approach to service takes the entire client lifecycle into consideration,” says Kirk Chisholm, CEO of Portal. “With Portal having such a critical role at the beginning of many projects, we’re happy to help OneVision provide a better level of service by making it easier to access product lists for established systems.”
A key component to OneVision’s ISD offering is the remote systems management (RSM) of home systems, a service that is provided 24/7 and paired with proactive end-user support. An RSM platform provider that joins the 20/20 program has proven that its troubleshooting platform meets the qualifications required by OneVision to be an effective and reliable tool.
OneVision uses these qualified tools to provide integrators with pre-configured remote management systems. By responding to all service notifications using the Instant Triage process, OneVision streamlines an integrator’s ability to manage service agreements and removes barriers in deploying RSM platforms to both new and existing clients.
“OneVision's offering goes hand-in-hand with the modern integrator’s pivot towards service,” says Stuart Rench, CEO of Ihiji. “If you’re looking for a complete solution to reduce service costs, improve the client experience, and build recurring revenue, OneVision is a natural fit.”
Trade organizations, including buying groups and other aggregators, that participate in the 20/20 program will benefit from preferred pricing and dedicated workshops.
“OneVision is streamlining the most important element of the client-facing experience with their Instant Triage service,” says Paul Starkey, executive director of the BRAVAS Group. “As a group looking for consistency and performance, BRAVAS shares their vision and believes they are paving the way for a great client experience that is cost-effective for our members.”