Boon Edam Introduces Instructional Video Program for Technicians
Boon Edam says technicians can watch a video and complete an installation all by themselves without ever picking up the phone with a question.
LILLINGTON, N.C. — Boon Edam, a provider of security entrances and architectural revolving doors, announce the launch of security entrance instructional videos it says are designed to deliver instant access to installation procedures for service technicians in the Americas.
Any registered technician working on a Boon Edam security entrance with internet access can watch the instructional videos within a few clicks, ensuring a smoother installation and improving overall customer service, according to the company.
Boon Edam says due to experiencing double-digit sales growth of security products in the past five years, the rate of product installations has increased, as have phone calls from onsite technicians with questions.
To ease the increased service demand, Kevin Thomasson, vice president of customer experience, and Sam Nussman, technical services manager, developed the video program to provide easy access to installation procedures ahead of time. Now, during installation prep calls, Boon Edam sends the installing technicians a link to the product video they need and login credentials.
“Our goal in the coming year is to develop a self-service ‘tool bag’ for technicians that is so accessible and easy to use that they could do everything themselves,” says Thomasson. “The videos are the first step in creating this tool bag and it underpins our strategy of creating a customer experience that is effortless and frictionless every step of the way.”
The videos are currently available in English on some of Boon Edam’s most popular security products, including: the Tourlock 180+90 security revolving door, the Circlelock mantrap portal, and the Speedlane Lifeline Swing optical turnstile. Videos in Spanish will be launched at the end of June 2018. The videos range from five to 15 minutes, depending on the product.
“Each video shows them everything they need to know, from uncrating the product to commissioning; if they watch a video they really could do it all themselves and never pick up the phone with a question,” says Nussman, who shot and produced each video.
Technicians affiliated with Boon Edam distributors or projects are encouraged to contact Boon Edam in advance to obtain their credentials and a link to the videos.
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