Boon Edam Launches Interactive Troubleshooting Guides for Service Technicians

Boon Edam Inc. has announced the launch of interactive troubleshooting guides for accelerating the diagnosis and problem-solving process for service technicians in the Americas. As part of its commitment to providing support for its service partners, any registered technician with internet access, working on a Boon Edam security entrance can now view and interact with the troubleshooting guides.

Boon Edam Inc. continues to be the market leader in pedestrian security entrance solutions, according to an IHS Markit report, and, because of revenue growth over the past five years, particularly with Fortune 100 companies, the rate of product installations nationwide has also increased. In response to an increase in technical service calls, Boon Edam continues to find ways to bring current and just-in-time information to on-site field technicians. For example, a few months ago, the company released an online chat feature to the website.

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,” says 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, instructional videos, and a traveling training program they can attend. These troubleshooting guides are the latest addition, and give the technician another avenue to find answers to their service questions.”

The troubleshooting guides are 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.

To obtain access to the troubleshooting guides, technicians should visit online and fill out the form.

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