Bosch have recently made several improvements to their CCTV Technical Support organization in Lancaster, Pennsylvania, resulting in greater productivity of support specialists and superior levels of service for customers. As part of the organizational changes, Bosch has created a dedicated IP video surveillance team to assist customers with our rapidly growing portfolio of network video products and systems."Bosch Technical Support in Lancaster now consists of two CCTV teams - one dedicated to analogue products and one focused on IP video systems. This structure is helping the company develop deeper expertise within each product groups' technical support team," said Don Boling, manager of technical support for Bosch Security Systems, Inc.
In addition to the reorganization of associate teams, the Technical Support centre has been restructured to foster greater collaboration and knowledge sharing. The centre now features an open seating plan and centralized equipment racks used for associate training and for assisting customers with product installation and programming support, as well as with system design and product selection.
"These improvements were implemented to enhance the efficiency of our teams and to better manage our customers' support requirements," said Jim Musshafen, director of customer solutions support for Bosch. "The overwhelming majority of our customers are receiving the help they need to properly install or maintain high quality video surveillance systems on their first call to Bosch Technical Support - demonstrating we have the right experts and organizational structure in place."
Support for Extreme CCTV products has also been integrated into the Lancaster center. Customer calls for Bosch Extreme CCTV, Bosch Derwent Illumination and Bosch REG license plate capture support, are now handled by the team in Lancaster. Assistance for advanced technical matters will continue to be provided by associates in Extreme CCTV's location in Burnaby, Canada.
