Installer Support
What is your advice to installers to ensure they get the best results from tech support and how have you developed your service so that it meets their needs? Are there any mistakes that installers make when asking for help and has a tech support call ever led you to improving or innovating a product?
Pip Courcoux, Technical and Product Director at Abloy UK
“When advising installers about how they can get the best results from tech support, we always recommend training. When you have a vast portfolio that is as diverse as Abloy’s, training is critical at every level of the downstream supply chain. It can start with technical teams, be that pre-sales engineers, technical sales or aftersales, even more critically, the Abloy Partners who will design, specify and ultimately install the products.
“To help support this, we are revamping our Partner Program which recognises the diverse requirements of our portfolio by setting out standards for training and education tied to specific product sets.
“It is important that the technical support service is designed around the needs of partners. The Partner Portal is a critical element in the aftersales service as it enables trained partners to access technical information, training and marketing materials that are specific to the products that a partner might be interested in. Access to this is controlled by our Partner Enablement Team who maintain strict training records to protect the investment our partners have made in Abloy.
“If the knowledge gained through the education programs and the information available through the partner portal are not suitable, then our technical support teams will still be able to provide help if needed.
“Abloy has also invested in Helpdesk systems that integrate with CRM and phone software to enable call monitoring, which makes life easier for our partners. Having a large portfolio, it is important for us to provide the right help to the customer as quickly as possible.
“Technical support helps the innovation of the business as it helps to identify customer needs, often leading to upselling opportunities for our Sales Team. Every ticket closed by the team asks for feedback, allowing us to have an oversight into customer outlook across all sectors, something that is important for developing our service.”
For further information on products and services available from Abloy, visit www.abloy.co.uk call 01902 364 500, or email info@abloy.co.uk.