For those unfamiliar with the world of access control, when introduced it can often be a little overwhelming. Customers who are interested in strengthening and streamlining their security infrastructure will find that access control is typically one of the first upgrades to be considered, and depending on the product chosen, ultimately will determine how effective it proves to be for their business. When questions or concerns arise about access control products or services, there can often be a disconnect or a delay in between the customer and the integrator as the integrator may be occupied with other customers or may need to refer to the manufacturer for specific information, thus creating a gap. Open Options does things a little differently. Enter, Connect Care.
Connect Care creates the most connected experience in the security market, going above and beyond to connect customers with best-in-class technical capabilities, personalized services, and the most advanced open platform access control solution on the market today. Trusted for its market-leading services and support, Open Options has invested significantly in Connect Care to provide customers with a unique, 360-degree experience, always advancing them forward.
“Connect Care represents the next level of customer care, and is responsible for bringing valuable info pertaining to our cloud-based access control solution, DNA Fusion, directly to our customers as efficiently as possible,” said Chuck O’Leary, President, Open Options. “Connect Care spans across our four company-wide pillars to bring unparalleled service that empowers our customers to have what they need when they need it.”
The Four Pillars of Connect Care
Open Options operates in regard to four main customer-oriented pillars: technical support, platform support, professional services, and training. We believe that providing these options for our customers better equips them with the knowledge and expertise of DNA Fusion, and their access control system as a whole.
This service connects customers directly to a team of experts in the technical profession for a quick resolution of challenges or issues – with a qualified, experienced professional at the other end of the line. Tech support is a core competency of Open Options, having invested heavily in assembling a team of the most qualified and most talented technical support professionals in the physical access control industry. By providing a direct connection with those that understand the ins-and-outs of our technology, it empowers us to be a true partner, not just a provider.
This service connects customers to Open Options' flagship access control platform, DNA Fusion, interfacing seamlessly with leading security technologies and providing end-to-end platform support. Our annual software maintenance service provides significant ongoing value to our customers at a fraction of the original purchase price, and also supplies exclusive access to the rich resources on Open Options’ secure web portal, including value-added downloads and advanced ‘how-to’ videos for system users.
This service connects customers to Open Options professional services for help with complex IT-related tasks, tapping into on-site services, remote support, redundancy services, custom reports and database services. It also augments the reporting functionality of DNA Fusion with add-on custom report creation capabilities to fulfil specialized reporting requirements
Training is one of our core missions. It connects customers and partners with the most extensive education tools to empower you to take full advantage of your investments. . Our training program is state-of-the-art, highly respected, and provides methodologies available both online and on-site. Continuous learning is at the heart of Open Options’ commitment to training users on the latest innovations, new fixes to existing problems, and more efficient, time saving ways to connect all aspects of an end-to-end security solution.
Connect Care Mobile
Open Options also recently created the Connect Care app as a direct connection for customers who are seeking information about Open Options products and solutions for use while working in the field daily. The application will provide the user with immediate access to documentation, education, support, media, and live chat with Open Options.
Before an organization commits to an access control product or integrator, it’s vital to ensure that the product will be able to scale as the business grows, and that the provider will be knowledgeable and dependable when customers have questions or concerns regarding their access control system. Customer support needs to be at the forefront of the relationship if the partnership is to be successful, and Open Options is dedicated to providing a robust, and scalable access control solution, while keeping customer service at the heart of our operations.