FAIRPORT, N.Y. — Several improvements to Bosch Security Systems’ CCTV technical support organization in Lancaster, Penn., is resulting in greater productivity of support specialists and enhanced customer service, according to the company.
Among the changes, Extreme CCTV products has also been integrated into the Lancaster center.
Technical support at the Lancaster site now consists of two CCTV teams, one dedicated to analog products and one focused on IP video systems, says Don Boling, manager, technical support, Bosch Security Systems.
“This structure is helping the company develop deeper expertise within each product groups’ technical support team,” Boling says.
In addition to the reorganization of associate teams, the technical support center has been restructured to foster greater collaboration and knowledge sharing. The center now features an open seating plan and centralized equipment racks used for associate training and for assisting customers with product installation and programming support, as well as with system design and product selection.
Support for Extreme CCTV products has also been integrated into the Lancaster center. Customer calls for Bosch Extreme CCTV, Bosch Derwent Illumination and Bosch REG License Plate Capture support are now handled in Lancaster. Assistance for advanced technical matters will continue to be provided by associates in Extreme CCTV’s location in Burnaby, Canada.