Boston, MA (May 2018) OneVision Resources announces the availability of Essentials+, a new support membership
designed to monetize the growing demand for round-the-clock service
in the connected home. OneVision enables HTPs on its platform to
capitalize on this shift in consumer expectations, creating a more
sustainable and profitable framework to run their service
operations. These HTPs will continue to provide instant free access
to high-quality support Monday through Friday from 9 am to 5 pm,
while their Essentials+ Members will enjoy access to this support
after hours and on weekends/holidays.

Smart Home Industry Embracing “Service-as-a-Service”

Today’s smart home consumer requires more support than ever before,
increasing the need for service infrastructure and 24/7/365 availability. Studies
show consumers are willing to pay for premium support services. In
fact, many other industries such as commercial integration and
managed service providers have already monetized it.

Providing complimentary after-hours service is an ever-increasing burden on
home technology professionals (HTPs), which can become overwhelming
and lead to reduced profits and employee burnout. This type of
“one-size-fits-all” service and support also fails to deliver an
elevated experience to those clients who are willing to pay a
premium for additional benefits.

OneVision’s Essentials+ membership enables HTPs on its platform to avoid these
pitfalls by implementing a paid service and support model that has
already been proven in related industries. By making this
membership available to their clients, HTPs on the OneVision
platform are able to meet expectations for a basic level of free
support during normal business hours, while monetizing the demand
for after-hours availability. This model ensures that service and
support can be consistently and sustainably delivered after hours
to clients who are interested in premium services.

“We believe it’s time to rethink the delivery of service and
support in the smart home, giving HTPs the opportunity to create a
consistent support experience and additional revenue streams
through support memberships,” says OneVision Founder and CEO Joseph
Kolchinsky. “With our Essentials+ membership, HTPs on our platform
improve the sustainability and profitability of their businesses by
creating a tiered membership structure which focuses on the
delivery of a premium service and support experience, even after
hours.”

To ensure a smooth support experience, OneVision has developed
technology to automatically route email requests from eligible
clients straight to the support team while providing an upgrade
path in the moment to non-eligible members who wish to
receive support right away. Separately, OneVision has added a new
“client concierge” team whose job it will be to answer all phone
calls to verify memberships, engage in membership upgrade
conversations when appropriate, and provide a warm handoff to the
support team once a client is verified as eligible. The new
OneVision concierge team will enhance the overall support
experiences by ensuring that all clients hear a human voice on
their first phone call while also reserving support resources to
focus on providing support.

To ensure a turnkey rollout of these services to all HTPs on the
OneVision platform, OneVision’s support, training, and marketing
teams work behind the scenes to facilitate the rollout, including
informing the HTP’s clients of the changes and training their teams
on the new processes and messaging. All support systems, including
ticketing, marketing, and on-call management platforms, which
OneVision implements and manages on behalf of HTPs, are
automatically updated by OneVision’s team on the day the partner
launches the Essentials+ membership structure.

OneVision also provides turnkey marketing campaigns to inform and educate
clients about the new offering. OneVision supports HTPs every step
of the way, with email campaigns, communication guidance, terms of
service updates and system updates necessary to ensure a smooth
transition.

“We are excited to be able to offer a low-cost option for our
clients to receive support 24/7,” says Bryan Mills, President at
Mills Technologies. “Essentials+ will provide our clients with
access to the high-quality, reliable service on which we’ve built
our reputation, and will allow us to do so in a sustainable manner
that provides our team the work/life balance they deserve.
OneVision makes this transition easy by managing the entire process
on our behalf, from systems and training to
communication with our clients.”