Does the Vendor Have Local Representation?
Meeting with a company employee allows you to not only get firsthand experience with the system but a sense of what the company stands for.
If a vendor has local representation, your interaction with the company doesn't have to end after you purchase a system. Aaron Burton, one of our KeyTrak field managers, explained how he assists local clients.
“Being able to go out and help our clients with additional training beyond my usual sales calls makes a huge difference in what KeyTrak has to offer. Recently, one of our automotive customers needed his newly hired employees trained on the KeyTrak system,” he said. “I was able to go out to that dealership the next day and perform the additional training."
What Type of Support Does the Vendor Offer and How Often Is It Available?
“I receive calls from customers all the time who need help with little things,” said KeyTrak Support Representative Lindsay Stewart. “Being able to reach a live person who can answer their questions in the middle of the day on a weekend is a huge benefit.”
Will the Vendor Install the System?
Hardware Installation Coordinator
“I recently installed 54 KeyTrak Guardian systems for a government customer, who had more than 50 points of contact across the U.S.,” said KeyTrak Hardware Installation Coordinator Rob Shockey. “They had unique requirements, and our product and our service team were capable of not only meeting their needs but exceeding their expectations.”
Will the Vendor Leave It up to You to Learn the System?
After installing a new system for the client mentioned above, Shockey said that “with the customer’s help and the help of our support groups here at KeyTrak, I was able to customize a huge portion of their training expectation and strategies to ensure they were able to use the key systems in such a way that reports, settings and usage became uniform amongst all 50-plus systems.”
Burton also takes advantage of his proximity to his clients by making sure that they use the system to its full potential. While performing training at a client site, Burton said, “I showed them some features they had not seen before, and they were able to use the system even more efficiently through our in-house software integrations.”
Does the Vendor Outsource Services?
Vice President of Sales
KeyTrak Vice President of Sales Richard Battle described what it means to be a single-source key control system provider: “Every person is a company employee, including the associates in our hardware and software design, sales, installation, training and service departments. Our customers only have one number to call for whatever they need.”
Working with only one company to meet all your system needs is generally easier because you don't have to work through third-party providers. It's reassuring to know that the same company that designed your system will be available to answer any questions or issues you have down the line.