Vicon Upgrades Customer Service and Support Programs for the Americas -- Security Today

Vicon Upgrades Customer Service and Support Programs for the Americas

Jul 27, 2011

Vicon Industries Inc., a designer and producer of network video management systems, announced an extensive upgrade to the company’s service program, effective immediately. The program will enhance the customer experience by improving the company’s technical and personnel infrastructure and adding new pre- and post-sale support services. The services will be available for customers throughout the Americas as well as international customers who are serviced through Vicon’s U.S. headquarters.

Key components of the program include:

Shorter Wait Time for Technical Support: Requests for real-time support by dealers will be improved through a number of key initiatives that include increasing technical support personnel by 50 percent, implementing a new computerized customer service support system, ending support of obsolete products, and limiting direct phone support to only authorized dealers.
Customer Scheduled Support Calls: Customers can now pre-schedule technical support sessions to avoid waiting phone queues.
Factory Direct System Configuration Programming: Vicon’s new menu of professional services includes factory-direct system pre-configuration of network system components such as network cameras, encoders, NVRs, DVRs and workstations. The services include the configuration of network settings, camera titles, recording and pre-registration of all software licenses specific to the needs of the customer and are intended to provide an efficient means of installing and commissioning network video systems.
Professional Services: Engineers are now available to provide on-site project supervision and system commissioning and customized Vicon classroom training at the customers’ location of choice.

“Vicon recognizes that, from the customers’ perspective, the support and service they receive pre- and post-sale are every bit as important as the products they choose, and a video management system is only as good as the company that supports it. Our new service program demonstrates Vicon’s commitment to delivering a consistently positive, hassle-free customer experience, as well as our goal to become the market leader in this respect,” said Kenny Rohan, director of customer service.

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