The Locksmith Journal Jul/Aug 2018 - Issue 57 | Page 51

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OUTDOORSECURITY • 51
Likewise , ERA ’ s brand new wifi video doorbell , DoorCam allows homeowners to view all callers and talk to them in real time , whether they ’ re home or not . With ease of operation in mind , once DoorCam is wired in , the householder can simply plug in the WiFi chime which comes as standard , connecting up to four more chimes in the home , all as part of the package . This means a chime will sound in the house , with adjustable sound , volume and light function , eliminating the need to carry a Smartphone around .
ERA ’ s smart-ware range , with more innovative products to follow , provides the cuttingedge security technology that consumers now demand .
SIMPLY SMART-WARE
Whilst locksmiths have often built up years of practical experience with traditional security products upon which they can draw , moving into the realms of smart-ware may feel like unchartered territory at first .
Tania said , “ With smart-ware , the important components are hidden , so it is difficult , if not impossible to look at a piece of smart-ware and ascertain its quality and reliability .
“ When choosing a supplier , locksmiths need to look at their supplier ’ s reputation – do they provide quality products ? Is there a good back up service ? Can they advise me if required ? – then use their judgement . Good products , that are simple to fit as well as reliable , come from trusted brands , so look out for those .
“ At ERA we are working tirelessly to make sure our smart home security products are both reliable and robust and we ’ re here to provide as much support as we can to help locksmiths feel comfortable with this new and exciting technology .”
SMART SUPPORT FOR LOCKSMITHS FROM ERA
ERA ’ s in-house panel of experts , which has a wealth of practical experience and offers help and advice to all customers , including locksmiths , has recently been expanded with the implementation of a brand new helpdesk specifically for its portfolio of smart-ware products .
The four-strong team offers expert help and guidance from ERA ’ s head office at the i54 Business Park in
Wolverhampton .
Tania said , “ Our smart-ware range is developing fast and due to the nature of the products , the time has come to provide an on-site , dedicated aftercare team for our customers , including locksmiths .
“ This latest development is essential as we hope it will provide peace of mind for locksmiths as they begin to familiarise themselves with smart-ware , also giving them a clear point of contact to refer their customers to for aftercare if they have any questions post-fitting .
“ We offer a personal service where all our customers are guaranteed a ‘ solve ’ or ‘ resolve ’ outcome for their query . If we can ’ t solve their query on the spot , they can rest assured that our team will go away and resolve it , usually within 24 hours . We are currently running at a 98 % solve rate at point of contact with the customer , with the remaining queries requiring additional input from other areas of the business . In addition , we also offer live chat web-support .”
The Smartware Helpdesk Team receives a wide range of queries from customers who may not feel as comfortable with technology including , whether a product is suitable for use in different areas of the home , selecting the best product for a customer ’ s needs , how to get a replacement remote or key and how to return or exchange an item .
Tania said , “ Our team can deal with flustered customers who are trying to explain with an alarm sounding in the
background . We like to help take the pressure off the customer , calm the situation and provide a solution .
“ In addition , we receive calls from providers of alarm schemes for the elderly or vulnerable , from simple questions to more complex issues , so it is important to act quickly and efficiently . Our helpdesk team is a friendly bunch and they genuinely want to help and advise all our customers that need it , including locksmiths .”
In addition , based at ERA ’ s head office , ERA ’ s training suite is the perfect facility to help locksmiths to gain a full understanding of ERA ’ s exciting smart-ware range .
Tania added , “ Our investment in this facility actively demonstrates the company ’ s commitment to its products , services and most importantly , its customers .
Tania concluded , “ Smart home security is the way forward so those locksmiths that get on board with technology early are the ones that will profit the most .
“ ERA has great products as well as aftercare and support that is second-tonone .
For information on ERA ’ s wide range of security products , including its suite of smart home security products , visit www . eraeverywhere . com , email info @ eraeverywhere . com or contact the sales team on 01922 490000 .
LOCKSMITHJOURNAL . CO . UK | JUL / AUG 2018 Sponsored by APECS