customer understands their system. Of course, we conduct initial
onsite trainings with a certified Safety Vision representative,
but onboard video can get very complex, especially if advanced
features, such as analytics, are integrated. So, we view training as
an ongoing and open dialogue relationship to ensure clients fully
grasp their system.
Safety Vision’s team offers years (many times, decades) of
experience in the industry, which is unmatched in onboard video.
We excel in knowledge of video management software, onboard
hardware for maintenance, and wireless downloading and
understand the depth of insight we can provide for customers. Each
system deployed is unique in one way or another, and we take pride
in educating clients about how to achieve the maximum benefit from
their purchase.
How would you like to expand your after-sale support
capabilities in the future?
Anstead: Our customers’ needs are what drives the future growth
of our after-sales support. This includes all areas of ABC customer
care including in-house and field technicians, training, as well as
engineering and product development. We continuously analyze
our customers’ needs to determine how we can better serve our
customers and industry’s needs.
relationships. We service multiple market segments and support
various product lines, so our education and training materials are
vast, and we are always adding more content to our online platform,
The TRAINING AQADEMY. We currently offer monthly online
webinars, archived training presentations, full online classes which
include certificates upon completion, onsite training for customers,
customer service support, and more.
Anstead: Product knowledge and training ensure that we
communicate effectively and enthusiastically, building trust and
confidence in our customer relationships. Our CustomerCare
Training makes it convenient for customers by offering classes at
our ABC locations around the country or at the customers’ location,
and now ABC customers have the option of using our Learning
Management System (LMS) online classes. We custom tailor the
training to the customers’ needs. ABC CustomerCare staff has 368
combined years of bus and motor coach experience. We employ
highly trained field technicians around the country to support, train
and assist our customers at their facilities.
Hitt: We have many different training opportunities available to
our customers both before delivery of the coach and afterwards.
Prior to delivery, we offer PTI online; Prevost Technical Institute
has a wide range of training available for both the operator and
the technician. Operators can get familiar with the controls and
operation of the coach as well as vehicle familiarization walk around
inspection, WCL operation just to name a few. For the technician we
have a wide variety of training available for all systems on the coach,
PTI online is constantly evolving with new material on a regular
basis in order to keep up with technology. After delivery, our
Customer Support Manager will be on hand to follow up on delivery
condition of the coach as well to evaluate training needs. At PTI we
offer both online training and live training events to meet and adjust
to our customer needs.
McCelvey: Safety Vision knows that to have success with
customers, we must go above and beyond to provide custom
training because the relationship heavily relies on how well the
McCelvey: The world is constantly changing in terms of technology
and today’s innovations are going to have a positive impact on
onboard video surveillance. With the addition of our cloud services
and the future advent of 5G LTE, we will be able to service our
customers in a more robust way by moving towards automated
and autonomous – which has never been more necessary given the
current pandemic.
Our strength as a company has always been our commitment to
visiting clients in person to build a relationship and discuss their
needs. Though COVID-19 has shaken the industry, it has allowed
us to evaluate our current practices and recognize that moving
forward, there are limits to our in-person interactions. Thus, we are
heading towards providing a stronger digital experience for clients,
ranging anywhere from webinars and “how-to” videos to automated
features that streamline the clients’ operations. While we value and
will continue to strengthen our relationships with customers, we
are looking forward to the future of our services.
Grom / Reaume: At Q'STRAINT we are always looking for ways
to continually improve the overall customer experience and
support after the sale. Here are just a few of the things we are
currently researching:
• Automatic notifications
o Reminders for things such as maintenance, updates, add-ons,
follow up
• An even more accurate and increased part availability
• Continued increased support from our local distributors/Service
centers
• Additional online training courses and support
Hitt: With 18 service center locations and over 65 service trucks
in North America, we are constantly evaluating our network &
customer support needs, adjusting as needed. This combined with
over 150 Prevost Service Provider locations helps us insure support
is available when you need it.
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