OneVision has enhanced their service and RMR platform for custom integrators with the addition of ProVision Signal, the company’s first dedicated on-call management solution for the CI channel.
Signal was designed to make it easier for integrators to build a robust incident response plan that ensures clients get the level of service they need for their technology issues, 24/7/365.
Signal features a simple drag-and-drop interface that makes building, viewing, and managing on-call schedules quick and intuitive. Customizable notification types allow on-call technicians to receive emails, automated phone calls, or text messages to their personal device whenever their assistance is needed.
Signal also includes “Noise-Free Notification Routing,” a rules-based notification engine designed to notify technicians only when an after-hours support event is truly actionable.
Finally, the software offers layers of redundancy, including multiple notification sequences and support for primary and backup on-call technicians, giving business leaders the peace of mind that their clients will never be left in the lurch when help is needed.
Integrators have long struggled with managing on-call processes, often resorting to piecemeal solutions that lack sophistication. Technicians are frequently asked to monitor shared inboxes or carry around a dedicated on-call cell phone. Inbound support requests route indiscriminately to these channels without consideration for the urgency level or the client’s eligibility for after-hours support. These processes can put unnecessary stress on technicians and result in an unpredictable client experience.
“We designed Signal from the ground up to bring an unprecedented level of simplicity and sophistication to managing the on-call process for CI professionals,” said Jason Griffing, OneVision’s director of product. “Having a robust system in place to ensure consistent response times around the clock is too often overlooked as a key ingredient of a successful service program.”
With Signal, integrators on the OneVision Platform have access to a modern cloud-based solution for managing this critical component of their service operations. Business owners can be confident that clients will always receive the help they need in a timely manner. Clients consistently receive the guaranteed response times they are paying for. And technicians benefit from reduced interruptions from non-actionable events and a simple process for resolving issues that do require after-hours attention.
“Signal has been a game changer for managing our on-call schedule. The interface is intuitive, and the process for managing notifications couldn’t be easier,” says Craig Brayman, president of Future Home Integration in Clermont, FL. “As a business owner, I rest easier knowing that my clients are always taken care of and that my team has a clear and repeatable on-call process in place.”
Signal is available now to integrators on the OneVision Platform.
