Embracing Service

Establishing a Remote Systems Management Platform
Publish date:

One of the most important business challenges left for our channel to solve is how to derive profits from client services, as margins on hardware sales continue to erode. Key to this endeavor is committing to a remote systems management offering from Control4, Domotz, Ihiji, or SnapAV.

That somewhat daunting task is what inspired OneVision, the company that offers “instant triage” tech support to the CI channel, to create “The Insider’s Guide to Remote Systems Management: A Comprehensive Analysis of Modern RSM Platforms for Technology Managers.”

Scanning through the guide, I saw it as an invaluable way to learn about all of the ways that RSM platforms allow you to better serve clients, increase profits, and make service a recurring revenue stream for your business.

It consists of a downloadable e-book that provides definitions of more than 50 different features that comprise a modern RSM platform and an accompanying “RSM Master Feature Matrix,” which is an always-up-to-date, online comparative tool highlighting how the major RSM players handle each feature. The matrix was done with full participation from the four manufacturers, so it is 100-percent vetted.

“When we look at the trends taking place in today’s connected home market, it’s clear the future of our industry belongs to companies who place service at the core of their value proposition,” said Jason Griffing, partner development manager at OneVision and co-author of the e-book. “Adopting an RSM platform in your business is one of the best ways to provide a truly differentiated client service experience, and to do it in a very efficient manner.”

OneVision realized that too many integrators were overwhelmed at the RSM choices on the market, and ended up with paralysis.

OneVision hopes that its e-book succeeds in getting more companies to adopt an RSM platform, in turn improving the overall service experience provided by the industry, driving more business into the hands of the established CEDIA channel, as opposed to new market entrants.

One of the biggest challenges in creating the e-book was establishing a framework that would accurately compare the products on the market, while also being digestible for the reader. The key was achieving 100-percent manufacturer participation in the project, according to Griffing.

“At first, there was some skepticism on their part that trying to compare the platforms in such a way would fail to capture the subtle, but critical differences between each company’s strategy and philosophy,” he said. “But we went to great lengths to lay out the framework in a way that only provides a nuanced view of the platforms, but is also easy for the reader to follow and understand.”

OneVision believes that this guide will be invaluable for anyone in the industry, whether they are just getting started evaluating platforms, or have already picked one and are looking for guidance on how to best implement the technology.