Anyone looking to ensure customer satisfaction in the video server market for security integrators and end users need look no further than the supply chain. Eliminating the inconsistencies and time delays in the supply chain is a key strategy to ensure customer success, and certified systems builders can provide extra value in the process.
Tom Larson, Chief Technology Officer, BCDVideo, says supply chain issues impact customer satisfaction for integrators and end users at all stages of an integrator’s job – at presale, during deployment and for after-sale support.
Stage one: presale
Sticking with large, enterprise-grade server manufacturers like Dell and HP guarantees the widest possible selection of high-quality products For an integrator commissioning a video job, a systems builder can provide a wide selection of server and networking products – including the exact needs of any application – through an association with a large-scale OEM (original equipment manufacturer).
The scale of the manufacturer also ensures the quality of products; each individual component is made by the same manufacturer so quality and compatibility of the assembled product are givens. In contrast, a generic, non-branded, do-it-yourself server product might be assembled from components made by various no-name manufacturers in an approach reminiscent of Frankenstein, a mixed bag of parts on the inside. Sticking with large, enterprise-grade server manufacturers like Dell and HP guarantees the widest possible selection of high-quality products, says Larson.
Stage two: during deployment
After an integrator specifies a system, the deployment stage again relies on effective management of the supply chain. In this case, it’s the systems builder that ensures immediate availability of needed server and networking products that are pre-tested and preconfigured before they are delivered to the job site.Creating a close relationship between integrators and their systems builders provides added confidence to integrators that their needs will be met
Servers are imaged with the customer’s choice of video management software before they are shipped – it’s another time-saver for customers. Buying direct from a large manufacturer might involve longer lead times, especially if there is a huge amount of equipment involved.
In contrast, systems builders can make the process easier by keeping proper levels of inventory on hand and generally ready to be shipped to a customer’s site, within three to five days as needed. If the unexpected occurs with an installation, equipment is needed immediately.
In critical situations, additional servers can be pulled from inventory, benched, properly configured, and overnighted if required for a project. A financially solid systems builder can also provide more favorable payment terms, such as net-30 or net-60, to help integrators with cash flow.
Creating a close relationship between integrators and their systems builders provides added confidence to integrators that their needs will be met in a timely and professional way. The ability to return equipment within 60 days of purchase for any reason and with no questions asked saves time and also reduces the integrator’s risk.
That’s another added service systems builders can provide. The system builder is encouraged to raise high expectations among their integrator customers during deployment and then work to meet, and even exceed, those expectations.All along the supply chain, their certified systems builders facilitate value to integrators and ultimately the end users
Stage three: after-sale support
If a system component fails two years from now, how quickly can the component be replaced? Large server OEMs maintain seven years of components after a product’s end-of-life, thus ensuring the availability of replacement components.
The systems builder again plays a role in making sure that replacements are kept on-hand and can be shipped at a moment’s notice. Another supply chain benefit when it comes to after-sale support is the world-wide availability of on-site technical support provided through large OEM server companies.
All along the supply chain, their certified systems builders facilitate value to integrators and ultimately the end users, says Larson. This ensures rapid availability of equipment, flexible payment terms, expertise with system configuration, and the nurturing of a close working relationship with integrators.
OEMs provide dependable products to build on, a long-term commitment to providing replacement components, and on-site technical service all over the world. The combination meets the market needs of security and video system integrators and ensures satisfaction of their end user customers.