Because of COVID-related changes that shifted responsibilities, an end-user customer became increasingly responsible for being more hands-on with managing his organization’s access control solution: DNA Fusion. He knew the basics but, if he was going to be successful, he knew he needed a better understanding of the correlation between hardware and software. He immediately signed up for an in-person training class at Open Options to learn what he needed to know.
To his delight, Open Options customized the training for him. “Our direct support customer came to class with a list of questions and issues that his company was having and left with solutions and resources to use in the future,” said Brittany Tate, Technical Trainer at Open Options. “Instead of making the class cookie-cutter, we adjusted the course to link his list of questions with the topics we were discussing.”
He first attended a one-day wiring class and then the traditional three-day “Essentials” training. An example of the type of questions the customer brought to class is: "My door always gives me false alarms when we have to replace the door contact. Honestly, I don’t really know what that is or how it’s used in the software.”
In the class, Brittany wired up a door with the customer, explained where the door contact is added in the DNA Fusion software, and demonstrated how to momentarily disarm any door forced/door held alarms until the door is fixed. This hands-on approach helped solidify the concepts for the participant.
The customer stated, “I really feel like we’re building from the ground up,”. The training broke down everything into repeatable tasks of good habits as well as troubleshooting techniques. The sessions covered common scenarios that occur in the field, including situations with dipswitch settings and various jumper settings.
“The customer left with a firm understanding of the big picture of both the software and the hardware,” explained Brittany. “He mentioned how having all of the resources and physical hardware at his workstation allowed him to make mistakes and troubleshoot in a controlled environment. Towards the end, he mentioned, “I’m excited to go back to my office and finally understand how everything is connected together.”
Through the Open Options training, the customer was equipped to anticipate and be able to fix problems before they even occur.