HARDWARE & SECURITY
a little daunting, ERA’s in-house panel
of experts offers help and advice. It has
been expanded with the implementation
of a dedicated helpdesk specifically for its
portfolio of smartware products. The four-
strong team is on hand to answer queries
and provide peace of mind for fabricators
and installers as they familiarise
themselves with smartware, also giving
them a clear point of contact to refer their
customers to for aftercare if they have any
questions post-fitting.
The personal service means customers
are guaranteed a ‘solve’ or ‘resolve’
outcome for their query. If their query
cannot be solved on the spot, they can
rest assured that the helpdesk team will
go away and resolve it usually within
24hrs. The team is 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. The team also
offers live chat web-support too. The new
ERA Smartware Helpdesk Team can be
contacted on 0345 257 2500, 9am-5pm
Monday to Friday.
ERA’s training suite is the perfect
facility to help customers to gain a full
understanding of ERA’s smartware
range. The company can offer classroom
training, hands-on product experience in
relation to real installation scenarios and
the opportunity to ask as many questions
as needed. Training also affords the
opportunity of getting to know the ERA
team by meeting the product manager
and discussing new and upcoming
technology and seeing the company’s
design and test area.
In preparation for Autumn when the
nights draw in and the cover of darkness
makes break-ins easier, homeowners
traditionally turn their attention to home
security issues. It is therefore the perfect
time for fabricators and installers to up-
sell their service offering by adding smart
products. And with many homeowners
not confident in installing such technology
themselves, it falls on the professionals to
help. A great new business opportunity
for the trade, but also a genuine source of
peace of mind for customers.
For further information on ERA’s wide
range of security products, including its
innovative smart home security suite,
visit www.eraeverywhere.com or contact
the sales team on 01922 490 000 or by
emailing [email protected].
JUL/AUG 2019
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