CARMEL, Ind. — To provide answers to its authorized dealers and distributors for their various door hardware and access control questions, Ingersoll Rand (IR) Security Technologies has created a Knowledge Center portal.
Knowledge Center provides a wide range of solutions, including installations suggestions, templates and service manuals on specific products. Now, authorized dealers have 24-hour support for finding information from a database of more than 2,500 solutions.
To access the portal, dealers and distributors must log into the IR PartnerLink site and click to the Knowledge Center. After dealers enter a question or problem, the portal provides a series of more detailed questions. Users then click on a subject that more finely details the question asked, resulting in the Knowledge Center providing the answer. If the solution requires a template, specification sheet, installation manual or other “printed” material, the Knowledge Center takes the user to that material.
The portal also interfaces with industry Web sites when applicable, giving users more information at their fingertips all in an effort to provide the most comprehensive destination for technical information, according to the company.
IR is also relying on the users to help the firm improve its content, according to IR Product Support Manager Al Urbaniak.
“Upon finding a solution, the Knowledge Center itself asks for feedback by providing an opportunity for the user to rate the solution, telling us whether or not if the solution could be found and, if found, how to improve it,” he explains. “In this way, the Knowledge Center is constantly being updated. User feedback is imperative for its success and provides our technical support team with yet another way to have ongoing input from customers.”
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