Access control company Open Options President Steve Wagner recently published SIW: Guest Editorial: It is Time to Flip the Model'.
In the post, Wagner says the typical relationship of integrators being a buffer between the end-user and manufacturer 'must change immediately'.
For background, as addressed in our Retired Mercury President Returns As Open Options President post, Wagner is a security industry veteran, previously being an executive with Checkpoint Systems, HID, and Mercury Security.
Wagner cites two reasons that manufacturers should 'own' end-user relationships, not integrators:
1. Many Integrators have a 'Talent Crisis'.
Wagner states due to 'a significant lack of talented technicians', integrators essentially lean on manufacturer tech support and expertise anyway, suggesting 'honest integrators' say “let’s not train our technicians as much…we can lean on the manufacturer’s 800 line.”
2. Integrators 'Botch the Value of Maintenance Contracts'
He explains 'most integrators cannot or will not sell maintenance contracts – let alone a collection of services jointly provided with their manufacturer of choice', and when they do 'there is ample evidence that they practice predatory pricing, thereby ensuring no sale of the manufacturer’s maintenance contract.'
To the general point, Wagner further says:
'Let’s face it, the end-user wants to talk to the factory. We hear it time and time again. Customers want the assurance that they are getting the best technical support possible from the most reliable source'.
Open Options Is Dealer Only
An interesting element of this is Open Options sells only through factory-trained dealers, not directly and not through distribution, so these statements apply to Open Option's own sales channel.
For more, Open Options Access Company Profile has information on the company's general market position.
Do you agree with Wagner that end-users should be able to deal directly with the manufacturer?