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2011 National Sales Meeting Technical Services Organization

2011 National Sales Meeting Technical Services Organization. This information is confidential and is not to be provided to any third party without Vicon Industries Inc. prior written consent . . Technical Services Organization. Technical Services Mission Statement.

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2011 National Sales Meeting Technical Services Organization

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  1. 2011 National Sales MeetingTechnical Services Organization This information is confidential and is not to be provided to any third party without Vicon Industries Inc. prior written consent.

  2. Technical Services Organization

  3. Technical Services Mission Statement • The mission of Vicon’s Technical Services Team is to provide world class Technical Support to our customers and exceed their expectations. Our customers can expect prompt and professional support with the goal of making them knowledgeable and successful with our product line.

  4. Technical Services Key Changes in 2011 March 2011 - Vicon Support Product Lifecycle policy implemented. May 2011 – Professional Services program launched. August 2011 – Customers now required to enter an authorization number to gain access to technical support. 2011 – Staff changes that included the addition of 3 new team members with PC/Networking backgrounds and industry experience.

  5. Technical Services Call Process (ACD)

  6. Technical Services Improvements Average Platinum – call wait times Prior to policy changes After policy changes • 0-10 minutes = 58%0-10 minutes = 80% • 11+ minutes = 42%11+ minutes = 20% • Callbacks = (40%) Callbacks = (40%) (Callback % is calculated as part of the overall 0 - 11+ categories)

  7. Technical Services Improvements Average Authorized Dealer (AVD) call wait times Prior to policy changes After policy changes (included any non-Platinum caller)(only includes AVD’s) • 0-10 minutes = 17%0-10 minutes = 61% • 11+ minutes = 83%11+ minutes = 39% • Callbacks = (78% ) Callbacks = (38%) (Callback % is calculated as part of the overall 0 - 11+ categories)

  8. Technical Services Improvements Average Authorized End User (AEU) call wait times After policy changes (only includes AEU’s) • 0-10 minutes = 83% • 11+ minutes = 17% • Callbacks = (43% ) (Callback % is calculated as part of the overall 0 - 11+ categories)

  9. Technical Services Calls by Customer and Category • Platinum = 43% • A.V.D. = 45% • A.E.U. = 12% • ViconNet products = 86% • SMS Integration = 2% • All Other products = 12%

  10. Technical Services – Goals for 2012 • Implement on line technical knowledge base. • Redesign the internal technical lab to allow easier emulation of customer issues. • Update the Vicon Corporate showroom. • Continue to improve the customer experience. • Continue to develop the team to meet the requirements of a changing industry.

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