Driving the Conversion to DNA Fusion with Professional Services

A customer in the commercial real estate industry wanted to transition to the DNA Fusion software platform, while still using Mercury panels for its access control. Because Open Options had developed a “conversion module” to transition from one manufacturer’s system to DNA Fusion, the customer engaged with the Professional Services team at Open Options to perform a database conversion.

“The customer wanted to convert from another Mercury-based access control application to DNA Fusion,” explained William Murphey, a Professional Services representative at Open Options. “The integrator wanted to ensure that the process would be as painless as possible to mitigate any risks associated with such a change-out.” 

The conversion module that Open Options offers is used to seamlessly convert an existing access control system to DNA Fusion, so the customer can gain all the benefits of the market-leading platform from Open Options. The Professional Services team was initially engaged to scope out the conversion process and to identify any potential hurdles to the conversion process by evaluating a copy of the competitive system's database.

“Once the evaluation was complete, we informed the integrator that the conversion would be pretty straightforward,” said Murphey, pointing to the confidence that Open Options instilled in the customer.

As planned, Professional Services helped the customer with the database conversion, resulting in a happy customer.

“We were able to successfully convert them into DNA Fusion and confirmed all door functionality worked as expected,” said the customer. “All in all, this migration went very well, and the process was very simple to implement into the field. I appreciate the work and quick turnaround times to accomplish this project. The facility team and security have had a great experience with this transition and are impressed by the capabilities of DNA Fusion from the initial feedback we have received.”

Professional Services provides on-site support with expert know-how, ranging from assistance in planning to deployments and upgrades for large or complex systems. Professional Services also delivers remote services through which a technical professional can access a customer’s DNA Fusion service for installations, conversions and more. 

Banking on Connect Care for an Upgrade Worth Checking

A large bank in the South was ready to upgrade to the latest version of DNA Fusion (Version 7) for all the new features and functionality. Because this end-user is part of the Connect Care program, the bank had direct access to Open Options, along with the dealer. And they are sure glad they did. 

The end-user desired to schedule an appointment with Open Options to ensure that everything went smoothly during the upgrade. The bank wanted to take advantage of Connect Care, which represents the next level of customer care for access control installations. The Connect Care program provides access that connects end-user customers to Open Options’ Tech Support directly for a quick resolution of challenges or issues – with a qualified, experienced professional at the other end of the line.

The end-user customer stepped through the upgrade with Luis, a tech support specialist at Open Options. The bank also wanted to ensure that their alarm panel integration was brought online successfully with the latest version of DNA Fusion, which is the most advanced open platform access control solution on the market today. 

The bank’s DNA Fusion environment consisted of two site drivers, so it was important to have them update the DNA server with site driver 1 before they upgraded the client that had site driver 2.  However, the upgrade hit a snag. 

“They encountered a SQL protocol issue during the upgrade, but Luis was prepared with the solution,” said Nic Robran, Technical Support Manager, Open Options. “So, they breezed through the upgrade and successfully pushed out the upgrade to the remaining remote clients on their system.”

The next step was ensuring that the DMP integration was functioning. “We previously did a custom setup for them with the DMP integration, so Lane, our subject matter expert, was prepared and ready to assist when they ran into an issue with the DMP receiver functionality,” added Robran. 

After a quick analysis, Lane discovered they had a firewall issue that was causing the interruption in the service. Once he let the customer know, they passed that information onto their network technicians, who resolved the issue.

“The end-user customer was pleased that the upgrade was completed, and their entire system was back online and functioning, as desired,” said Robran. “Our Connect Care program allowed us to directly assist the end-user in this case, since the entire event was software and network related.”

This upgrade also showcased the mutually beneficial relationship between Open Options and the dealer, helping and supporting each other in a customer-first commitment to excellence. “The local dealer was on standby in case they needed to take any action on the hardware side,” added Robran, building the end-user’s confidence in the dealer for ongoing support. “But they were able to allocate resources to other projects, which they liked, since Open Options was able to assist through our Connect Care program.”

Santa Claus Couldn’t Have Provided Better Sales Support of the Customer

Twas’ the night before integration… a third-party product needed to be integrated into a high-profile customer’s access control environment. However, difficulties hung in the air, like stockings full of coal over a fireplace. An Open Options sales manager went above and beyond to deliver a fix – and without the need of a proverbial red-nosed reindeer.

“The high-profile customer required this integration to be completed by a certain deadline,” said Dan Cosgrove, Midwest Regional Sales Manager at Open Options. “But the new integration with a third-party ran into problems, and there was difficulty gaining status of this through DNA Fusion.”

The Open Options sales rep assigned to the account jumped in to muster necessary resources to address both the third-party product and DNA Fusion from Open Options.

Open Options has a commitment to do anything and everything possible to find a resolution for the customer in the shortest period of time and with the least disruption, regardless whether it’s related to DNA or a third-party product. It’s a level of sales support by Open Options that has raised the bar in the security industry. It puts the customer first. 

“It was ultimately determined the issued resided with the other company's product,” explained Cosgrove. “Their engineering support, whom we introduced to the problematic situation, was able to gain a satisfactory resolution.” And the Open Options sales manager facilitated the best response and positive outcome without having to go down a chimney. But if there was ever a need to go down a chimney to solve a problem for a customer, an Open Options sales representative would be the first to do it for the good of the customer. 

2020 Training At A Glance

With only 28 days left in 2019, the Open Options training department has been busy connecting with customers this past year. We were thrilled to have over 250 class attendees in 2019 and were excited to spread the Open Options knowledge base.

For 2020, our new Training schedule has been released. To help make that training more available, the 2020 calendar includes additional regional classes to meet the demand for DNA Fusion training. Our team begins our journey in Tulsa, Oklahoma this January and will continue training classes from coast to coast in cities such as Seattle, Orlando, Southern California and Boise.

In these sessions, Open Options will conduct both Dealer Essentials certification training and System Administrator class in the regional locations. We have also added an Integration class to the Open Options training catalog. The new class will debut in October and is expected to fill quickly based on the initial reaction from our trainees.

Open Options system users will find Administrator training dates as well as Connect Care dates. While we have conducted Administrator classes for years, the new Connect Care class is a component of the Connect Care Service Plan. It provides the system user with a hands-on class that includes wiring of hardware and programming of the DNA Fusion system. This class provides system users with the tools they need to support their DNA Fusion system.

To view the full Open Options training calendar, visit the ConnectEd website – https://ooaccesss.netexam.com. You will need to register on the site to view the training calendar. Once approved, you can view and register for classes. We look forward to seeing you in 2020!