Case Study: Remote Monitoring & Management
We’ve previously talked about how remote monitoring and management (RMM) can be used as a platform on which to base services that generate recurring revenue, while also enhancing the customer experience. Today, I would like to tell you about an integration company that is using RMM as a core component of their business strategy and has been very successful in doing so.
The region in and around Yellowstone National Park is world-renowned for its natural beauty and outdoor recreation opportunities. People flock to Yellowstone, Jackson Hole, and the Grand Tetons to escape their busy daily lives and immerse themselves in a wonderland of skiing, snowmobiling, hunting, fishing, hiking, horseback riding and more. Yet, even in this outdoor playground, people still love to come home to the modern convenience and entertainment experiences delivered by custom installation professionals like SAV Digital Environments. With three offices in the area, SAV specializes in offering their customers the best of these experiences.
As you might imagine, taking care of customers scattered across a region of wilderness about the size of Rhode Island can present a few challenges — especially when those customers have such high expectations when it comes to the investments made into home technology. SAV has built their business around addressing these challenges, and nobody understands them better than SAV’s Client Services Director, Eric Knez. I recently had the opportunity to learn more about SAV’s business from Eric and wanted to share some of the insights he provided from that discussion.
Clark Roundy: How does SAV use RMM to improve their business?
Eric Knez: Given the nature and complexity of the technology and systems we install in clients’ homes, inevitably something is going to fail and need to be reset or restarted. RMM helps the team at SAV get ahead of those kinds of problems. RMM allows us to take a far more proactive approach to servicing our clients. If all goes well, we can remedy a problem before the customer realizes there was a problem. How cool is that?
CR: Can you share any specific examples or cost savings data related to how RMM has helped improve your operational efficiencies?
EK: We all know it’s inconvenient when equipment stops working. But, how about when it’s the client’s whole-house lighting processor and the customer is 40 miles from the office? This is an actual scenario we recently faced. Normally, that would create a full-blown panic situation. We would pull a tech off another project, drop everything and drive out to the house. Unnecessary truck-rolls cost real money and valuable time. Fortunately, it doesn’t always have to be that way. Once we received a notice from our RMM system that the client’s lighting system had gone offline, we could immediately address the problem – remotely, from our office. Right from my desk, I was able to see what processor was down, power-cycle it, and within five minutes I had the client’s lighting back online and working. Our customer was especially happy because nobody had to visit the house and the problem was resolved in minutes, not hours.
CR: Clearly, RMM helps SAV solve problems more efficiently. But, how does it help improve the relationship with your customers?
EK: By being ahead of the service curve rather than behind it. We can identify and fix a problem immediately right from the office chair without the customer having to wait for an opening. Our approach isn’t just about delivering service. It’s also about delivering convenience and peace-of-mind to our customers.
CR: Even with RMM, you undoubtedly still need to roll a truck sometimes. Does RMM provide any benefit in those scenarios?
EK: Yes, even in those cases, our team and customers can often still benefit from RMM. RMM gives us the ability to provide the in-field tech more information, so he arrives onsite better prepared and can be more targeted on where to start troubleshooting, rather than just shooting in the dark.
CR: You guys certainly have built a nice business around RMM. What advice would you give to your fellow integrators who might be on the fence about whether or not to adopt RMM as part of a customer service program?
EK: Do it. Service is absolutely where the future of our industry resides. Now is the time to start setting your company apart from the ‘other guys’. If you don’t do it now, someone else will.
Clark Roundy – I couldn’t have said it better myself. Ultimately, RMM is just a tool, but it’s a tool everybody should be using to their advantage – to be more efficient and to deliver an unprecedented level of service to your customers.
Clark Roundy is CEO of Domotz, a leading provider of network monitoring and remote tech support systems for integration companies and IT professionals. Clark is a 25-year technology industry veteran with a broad range of sales, marketing and executive management experience. Prior to joining Domotz, he served as VP of Marketing and Product Management at Luxul Wireless.