Ihiji has added a service-ticketing feature as part of its software as a service (SaaS) tool, Ihiji ServiceManager. Introduced at CEDIA 2015, Ihiji ServiceManager helps home technology professionals, security monitoring firms, and systems integrators to manage proactive annual service plans.
“We have been able to improve our customer issue resolution level by generating support tickets using Ihiji ServiceManager,” stated Chris Strope of Paragon Systems Integration. “I can assign an appropriate technician, track the issue to resolution, and see a history of fixes by client. This is very useful in helping us to detect trends like recurring network and device related issues. Together with Invision, I can get a complete picture of all clients we are monitoring.”
Steve Muccini, Ihiji director of marketing added, “We use the term Service Operations Center or SOC to define the collective mechanisms required to make your service offering as efficient, effective and profitable as possible. Combined with our Ihiji Invision remote network monitoring and management software, Ihiji ServiceManager delivers a comprehensive SOC software platform that will streamline operations and provide for an improved customer support experience.”
Ihiji claims that, based on extensive market research and feedback from dealers who use the Ihiji Invision platform, this standardized process is nothing like what most integrators have in place today. Ihiji found that most systems integration firms do not have an efficient way to capture and track service tickets and instead rely on fallible reminders like sticky notes and face-to-face conversations between members of the integration team. The trickle-down effect of inefficiency can be costly, and even disastrous if neglected.
“The typical process for supporting client issues gives integrators multiple opportunities to be a rock star and quickly solve the issue once and for all—or not,” said Ihiji VP of product Michael Maniscalco. “If you have a repeatable and measurable process to track clients’ technology issues and their state-of-mind about the situation – whether they’ve called before about the same problem or not, whether you’ve resolved issues in the past – you’ll become more efficient and be able to deliver a higher level of customer service.”
The ticketing feature of Ihiji ServiceManager also enables integrators to evaluate the total cost of support in order to improve efficiency, reduce excess costs, and earn more revenue off service plans. Issue resolution time can be tracked and shared as a selling point to customers interested in a service plan. Trends with hardware can also be detected so integrators can avoid future problems and be more proactive about fixing issues with current hardware across your customer base
“As someone who thinks service is the most important aspect of any integration firm, my excitement for Ihiji ServiceManager as a platform for success can’t be overstated. The ability to integrate service tickets with monitoring, billing, and CRM is the holy grail I’ve been looking for to simplify service operations,” said Joseph Kolchinsky, founder and CEO of OneVision Resources, a home technology firm offering white-labeled smart home tech support and service under the Integrator Service Desk name.”
“Businesses are successful and can grow more effectively when tasks become a repeatable process,” concluded Maniscalco. “Ihiji ServiceManager takes the sticky notes and miscommunications out of ticketing, allows companies to be more efficient in executing tasks, and to be more proactive in every aspect of service to their customers. Remember, happy customers are repeat customers and provide the referrals that an technology professional’s business is based on.”
