Customer satisfaction with the service, product and installation provision is the main criteria upon which all company operations are based.
The company has been trading since 1985 and still maintains systems for clients from that time.
The company KPI’s are Client Service, System Delivery and Performance.
Ron Johnson the company CEO, formerly an engineer, is the majority shareholder and provided the founding philosophy for Videcom.
Value for money installations incorporating the latest technological advances provide our clients with outstanding performance and service reliability. The design of Future Proof solutions adds to the Customer Satisfaction process. Reducing the cost of ownership for clients is paramount and many new processes have been incorporated into existing systems and new installations.
Videcom operate and man a 24/7 CCTV control room in St Albans with designated out of hours telephone contact numbers to provide on-line call logging, expert help-line support and on-site response.
Major municipal clients have a designated Town Centre Project Engineer. Periodic meetings are held with all Town Centre Managers, usually at 4–6-week intervals to discuss any issues regarding service response, additional requirements, and performance monitoring. A designated Senior Engineer will attend these meetings.
The Videcom Service Manager Database contains logs of all service calls, maintenance requirements and client history, including response times.
The Videcom production facility can produce bespoke parts and in house repairs.
Videcom set a high standard comparable with the industry best. Remedial works to installations by other companies have also been carried out. Videcom are, by comparison, a relatively small company providing a hands-on approach to all contracts. No problems, even those introduced by third parties, are ignored. We are never complacent about quality or customer satisfaction.
Each one of our municipal clients has a designated contact to discuss any issues arising and ways of improving our service over and above that required contractually. The target is to be open and transparent with our clients in all matters. We consider that contracts are necessary legal documents which do not guarantee quality of service or customer care and to that end, the company focuses on forging strong working partnerships with our clients. Understanding the specific needs and priorities of clients in respect of Public Area CCTV Surveillance is the most significant step in the process of providing best value and cost savings.
Customer satisfaction with the service, product and installation provision is the main criteria upon which all company operations are based.
Videcom appreciate the importance of a structured and monitored approach to all contracts and e-mail communications are available with our engineers. To maintain flexibility and respond to unexpected and emergency needs of our clients with minimum loss of time, site engineer mobile telephone numbers are also made available over and above the electronic fault reporting required to track and record incidents, which provides the means to measure performance. This enables Videcom to provide an enhanced service and assist our clients with non-contract issues and extreme emergencies.