Boon Edam recently announced the launch of new interactive troubleshooting guides for accelerating the diagnosis and problem-solving process for service technicians.
Any registered technician with internet access working on a Boon Edam security entrance can now view and interact with the troubleshooting guides.
The online troubleshooting guides work as an algorithm, where the technician begins troubleshooting by selecting a product and then a particular issue from a list of the most common field issues. He or she then answers a series of yes or no questions to drill down to the solution.
“We’re excited to be adding to the self-service ‘tool bag’ we’ve been putting together for the service technician,” said Kevin Thomasson, VP of customer experience, Boon Edam. “Technicians have a number of items in their arsenal already — phone support, a chat function on the website, new instructional videos and even a traveling training program they can attend. These new troubleshooting guides are the latest addition, and give the technician just one more avenue to find answers to their service questions.”
The guides are currently available in English on three of Boon Edam’s security products: the Circlelock mantrap portal, the Tourlock security revolving door and the Speedlane Lifeline optical turnstile series.