Support Services are Critical for People Flow Management
Businesses in multiple industries have learned that a data-driven approach to people flow management can deliver significant cost-saving and revenue-generating benefits. But many partners supporting those companies’ initiatives are also learning, sometimes the hard way, how lackluster or non-existent support services risk undercutting those benefits.
What is People Flow Management Support?
In many industries— retail, building management and transportation, for example—solution providers deliver turn-key analytics solutions to different end customers. Those solutions rely on data capture technology, for example, 3D sensors.
If not vertically integrated, these solution providers may count on the company responsible for the underlying technology for a range of support services, including support for sensors, for firmware, for projects, for validating, for testing, for troubleshooting and remote IT support services.
When Does Quality Support Matter?
The simple answer to “When does quality support matter?” is always. Many partners working with end customers on analytics solutions have a long list of support services they expect from a data capture device partner. Others are content to forego support commitments in exchange for lower upfront costs, a higher-risk approach known to backfire.
Businesses are only willing to commit financial, logistical and human resources when they are confident a people flow management solution can deliver an appropriate ROI.
Most businesses deploying a real-time analytics solution for end customers expect data capture device providers to have specialized knowledge they can rely on through all project and lifestyle phases. Demands can be as varied as the end customers seeking the solution, but support is often required in the following phases:
- Consideration: What tools are available to make planning and ordering easier?
- Implementation: What is the scope of support for installing the sensors?
- Operation: What is the cost and availability of post-implementation support?
- Maintenance: What happens if a solution requires maintenance?
What Happens When Support Ends?
Long-term support is what differentiates companies. It is a commitment that Xovis, for example, takes seriously, and one of the reasons we continue to attract partners—including those that either are working or use to work with other sensor providers.
Long-term support is not only based on the lifecycle of specific hardware or software, it is an approach that also influences the development of new products and services. For example, developing new firmware that is compatible with older devices, which, with some limitations, allows customers to benefit from new developments without needing to immediately invest in new hardware.
That does not mean we don’t also phase out support for certain products or firmware. We do, everyone does. But our long-term support commitment means partners have sufficient lead time and suitable options or alternatives.
As the sensor-based analytics industry evolves, we now see increased movement between sensor manufacturers and even technology types. When support ends, either by choice or unilaterally, companies analyze which alternative best suits their performance and ROI expectations. At that moment, considering how the support services of an alternative solution stack up is crucial.
Tags:| retail | airport | smart buildings | transportation | support | help |
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