The FKI Security Group, a provider of physical and digital security products, has reorganized its service department recently, adding a dedicated staff of field technicians to handle service, rather than outsourcing service to contractors. The new unit, FKI Service Department, will be headed by Director of Service Fred Wyatt, who holds 25-years of customer service experience.
According to Wyatt, the new service department will be "comprised of two technical support teams and our field-based service technicians." Wyatt added that calls will be answer 24/7, and that a new call routing phone system will direct callers to Tier I support for evaluation and over-the-phone resolution. Callers needing more assistance will be directed to a Tier II support level that entails "complex technical assistance and on-site support." Wyatt added that all new system installations and follow-up service functions will be coordinated from FKI's central service department.
According to Wyatt, the time was right to switch to an in-house staff rather than directing customers to subcontractors.
"The old standard of customer service is no longer feasible with today's highly technical intelligent safe products and surveillance equipment," said Wyatt in a company statement.
"Having our FKI Field Technicians strategically placed across the U.S. allows us to arrive quickly at a customer site with a trained expert equipped with a full inventory of replacement parts," wrote Wyatt in an email interview with SecurityInfoWatch.com. "This commitment by FKI minimizes customer downtime and delivers a much higher service level than using subcontractors."
"FKI has always strived to exceed customer expectations," continued Wyatt. "To continue meeting this objective, as well as our own aggressive company growth targets, it was critical to invest in a dedicated service organization at this time."
FKI Security Group, based in New Albany, Ind., was founded in 1951 as a manufacturer of high-quality FireKing fireproof files. FKI Security Group's brands include FireKing, Meilink Safes, Gary Safes, NKL Cash Handling, and Image Vault Digital Video Recorders. Additional information about FKI Security Group can be found at www.fkisecuritygroup.com.