Open Options Professional Services is accustomed to being proactive to
help customers plan out implementations and solve complexities. But when one
customer wasted 8 years being frustrated with DNA Fusion because they
overlooked the value of Professional Services, the Open Options team got
reactive to give the customer a problem-free, no-worry experience with DNA
Prior to receiving Open Options’ assistance, the customer was furious. They
were not getting the support from the dealer that they felt they needed to use
DNA Fusion. They felt the software did
not meet their needs. Reports were not working, and the software was not
configured correctly. After nearly a decade of using it, the customer was
gearing up to throw DNA Fusion out the door – or in their case, out of nearly 300
doors across the organization’s facilities in multiple states.
Undeterred, Professional Services swooped in to resolve the issues. John
Hubbard, National Sales Engineer, was the Open Options rep who went on site. He
quickly discovered that the customer was not aware of some key features that
were available to them. It turned out that the dealer had not provided adequate
support, and the users had never been trained on all the functionality, while the customer had underestimated the need for
Professional Services to be involved.
Hubbard explained the actions he took.
“I analyzed their database and helped them get the database to a size that
would help DNA Fusion run faster. Once the application was running more
smoothly, I found out that they were unable to run reports on the DNA Fusion
clients, and I was able to resolve this issue for them. Once these issues were
resolved, the customer realized that Open Options goes the extra mile to help
One of the biggest issues for them was how hard it was to
find doors at certain locations because the controllers were not listed
together under the hardware tree; they were sorted by address. “Once I
showed them how to sort them by hardware name, the customer was extremely
happy. This makes it easier for them to find the various doors on their
system,” he added.
Because of Open Options Professional Services, the
customer learned to quickly run different information-ready reports; how to
create door groups for different locations; how to add buttons to a tool bar
for quick access to open doors and run direct commands for things such as a
lockdown, and how they have the ability to show door status and control doors,
as well as show when hardware is in alarm mode.
The impact of Professional Services to create a
problem-free experience (hakuna matata-like) resulted in not only the
customer reversing their decision to throw DNA Fusion out, but also doubling-down
on loving DNA Fusion like never before, having a new confidence in the system,
and seeing Professional Services in a totally new light.