It is no surprise our customers (Security Integrators & Dealers and OEMs) are facing challenges amidst Covid-19. A round-table by Security Business Magazine, Integrator Round-table discusses how security integrators are put to the test in service, installations, furlough, and lead time.
These challenges affect how security manufacturers, after-market repair companies, and integrators service their customers. It is safe to say, business-as-usual procedures are no longer the norm.
While these challenges are financial, the underlying themes are the same:
- Are there shortages of in-house service staff at integrator branches who can send in out-of-warranty devices for repair?
- Are organizations able to adhere to CDC guidelines?
- Is it possible to limit the contact on installations/service?
Renova remains fully operational. It was not easy to get here. We are taking agile measures on to take care of customers, in turn the end-user. We also provide an option for security OEMs struggling to maintain their lead time for in-warranty support.
The strategies are not a complete guide, but they offer creative ideas on how to service your customers. After-market repair companies depend on receiving devices from customers in need of repair. The question remain how to get product in and out the door without sacrificing quality and for the end-user, security.
- Setting up R&D labs. In the event of closures, we piloted off-site labs to maintain our research capabilities back in March 2020. R&D is critical for our organization to repair devices not on our menu (Latest addition Software House). If an OEM can not deliver support, we can be that resource.
- Resetting our facility. Renova maintained a minimum in-house staff to address critical/emergency repairs for our customers the first two weeks of April before returning to full staff April 15, 2020. This enabled Renova to meet CDC guidelines.
- Listening to our customers. Due to lack of access to their physical office space, as well as their warehouses, our customers are challenged with shipping devices in need of immediate repair. We now provide shipping materials to integrator customers working remotely who do not have access to their own materials. For local customers, we now provide limited contact pickup.
Where to start?
While these tactics aim to help our customers send in product and accelerate our lead time, our two priorities remain constant: ensuring the health and well-being of our employees and taking care of our customers. We look forward to helping our integrator customers in overcoming their service challenges. We also welcome opportunities to assist OEMs in accelerating their warranty repairs.