Home Technology Professionals constantly complain about connected devices, and-- most of the time-- it's for good reason. Compared to an enterprise or a small business network that host resource heavy computers and printers, the connected fauna and flora that haunt a residential network is usually wild, exotic, and somehow, toxic. As of right now, if a manufacturer writes “Connected Wing-Wang” on the box - regardless if it does not add any value or interesting features, regardless if it uses the cheapest and most unsecure network interface components - it will be connected. Therefore, taming this joyful mess requires knowledge, skills, and of course, the right tools.
At Krika, almost every day we deal with dealers complaining about a device that supposedly does not work on Mr. X's network, but perfectly on Mr. Z's network. This type of malfunction occurs when a vicious unseen conflict occurs between devices sharing the same protocol, IP, ports, or whatever incredible little surprise the network can invent to simply make our lives more thrilling.
The challenge for Home Technology Professionals 90% of the time is that they do not have the opportunity nor the time to properly test the chosen device on another client's network. The device - that is perfectly working, by the way - will be sent directly back to the manufacturer for repair. This causes unnecessary truck-rolling, misunderstanding, frustration, and a mutual loss of confidence in both installer and manufacturer. We are talking about credibility here and, in some instances, it can ruin a reputation.
Manufacturers must realize that enabling remote supervision for their product is not just a fancy feature. They could do it by themselves, but it requires internal resources or a partnership with an actual manufacturer like Ihiji, Domotz or Krika. They are the only tools that will help to dramatically improve customer support and trust. In the Blu-ray/DVD server company we run in France, enabling remote supervision helped us cut the time we spent on customer support by 50%.
Some companies like Snap AV, Pakedge, Luxul, Crestron and a handful of others understood very early that if they didn't provide Home Technologist Professionals with a tool to be able to solve issues remotely, their businesses would be in danger. Compare that to just 10 years ago when no devices were connected, leaving us with an incredible opportunity: Devices are connected, they can talk, give us feedback, send us alerts, we can easily detect them, identify them, query them, action them and, all this remotely. All those features are priceless, so why not use this opportunity to turn out the apparent weakness of the device into an advantage?
Unfortunately, there are not enough manufacturers that realize this, and those who do, simply just don't have a clue where to start. Well, We have just one thing to say: contact all supervision manufacturers and check who is giving you the best deal because in the next 2 years, manufacturers that do not have a way to be remotely supervised will just not be able to survive.
From your point of view, what manufacturer or category of manufacturer should urgently consider enabling remote supervision?