This month CE Pro profiled Cantara, of Costa Mesa, Calif., which uses OneVision Resources to support its 24/7/365 service plans. Check out the full profile here.
Cantara was able to expand its service offering to 24/7/365 using OneVision Resources in Boston to support its installations in the field.
OneVision enables integrators to offer instant, 24/7 support to all their clients at an affordable cost and then uses tiered programs dubbed Essentials, Priority and Proactive, to sell additional value-add services.
24/7 Instant Triage
The foundational service is instant 24/7 service and is provided to all clients at no additional charge. This is a service that OneVision believes homeowners expect to receive at no charge given they purchased technology from an integrator.
OneVision’s specialists are technically adept and well-versed in customer service techniques. The service is completely white label; homeowners believe they are speaking with a service rep from the same custom integration company that installed the system.
Using a dedicated number and email that OneVision sets up for each integrator, the specialist responds by invoking the installing dealers’ company name.
Read More: How OneVision Developed New Service Paradigm
OneVision provides basic support, or what they call “Instant Triage,” whereby the OneVision specialist is diagnosing, solving and in the case of advanced problems offering basic fixes/workarounds to remove urgency, according to Joseph Kolchinsky, founder/CEO of OneVision.
Specialists will use rebootable outlets and troubleshooting tools already in the home if they are available.
After making sure the customer is at ease, the specialist asks a series of questions — whether on the phone or via email — to understand and diagnose the problem remotely. All of that can be done quickly and efficiently without needing to know any deep specifics about the system.
Service Plans: 3 Tiers
Essentials: The first paid tier plan is called Essentials, which involves monitoring the Internet connection and proactively providing direct end-user support when the connection goes down. Cantara has chosen not to offer this tier to its clients.
Priority: In this tier, OneVision’s partner (the integrator) provides a guarantee of Advanced Support (usually onsite visits) by the end of next day when required. This is a rare occurrence, especially when OneVision’s specialists are de-escalating situations.
In this sense, the Priority plan is a form of insurance and provides peace of mind to the client in the event a situation requires faster support.
Proactive: With this plan, the client’s home technology is monitored, enabling OneVision to proactively support and even resolve issues prior to the client ever finding out. The company currently uses Ihiji’s Invision platform for this service and provides the service to the integrators, even pre-configuring the monitoring device and covering the cost.
With the Proactive plan, OneVision specialists can be notified when components or systems go down and will immediately start taking action. Clients receive a notification that there is an issue, technicians are remotely working on it, and that the problem might affect their home electronics in the short term.
The specialist follows up with the client and integrator appropriately as the situation progresses and sees it through to either resolution or, after providing the client with an update, hands it off to the integrator for follow-up advanced support.
OneVision provides, pre-configures and pays for the monitoring platform as a part of its service to its partners. That means integrators do not have to worry about setting up and managing a monitoring device.
OneVision has an approval process for its monitoring platforms and currently Ihiji is the only one that satisfies its requirements, which include two critical features: advanced user permissions and audit trails of all activity.
Kolchinsky says, “We are always evaluating monitoring partners and give everyone the opportunity to meet these requirements to work together.”