As your organization considers the shift from traditional on-premises video surveillance to a cloud-based VSaaS solution, you’re not just buying new technology—you’re investing in a completely different service model. But what level of service should you expect? And more importantly, what should you demand?
Let’s look at five companies renowned for exceptional customer service and explore what their approach can teach us about selecting a VSaaS provider. After all, if you can get this level of service when buying a pair of shoes or a cup of coffee, shouldn’t you expect it when investing in your organization’s security infrastructure?
1. Disney: The Magic of Seamless Digital Experience
Disney’s MyDisney Experience app has transformed theme park visits from a day of waiting in lines to an efficiently orchestrated experience. Through their mobile app, visitors can maximize their time, access services instantly, and solve problems without hunting down staff members.
What VSaaS Buyers Should Demand:
- A platform so intuitive that it makes accessing and managing your video surveillance as easy as checking wait times at Disney World – no training required
- Mobile apps that provide real-time video from any location and system controls at your fingertips, just like Disney puts park experience management in yours
- Self-service features that make solving issues as straight forward as booking a FastPass
- Regular platform updates that continuously improve your user experience, Disney-style
Remember: If Disney can make managing a family vacation this easy, your VSaaS provider should make managing enterprise security just as seamless.
2. Costco: Membership Benefits That Keep Getting Better
Costco’s membership model isn’t just about warehouse access—it’s about continuous value delivery. Members enjoy an ever-expanding suite of services, bulk pricing benefits, and the security of knowing they’re backed by one of retail’s most customer-friendly return policies.
What VSaaS Buyers Should Demand:
- Dedicated customer success team providing concierge-level support, similar to Costco’s famous member services that make even returns hassle free
- Regular addition of new features and capabilities without constant upselling, similar to how Costco continuously add value for its members from travel to auto-buying
- Volume-based pricing that rewards enterprise-wide adoption, following Costco’s proven bulk savings model
- Return on investment guarantees backed by solid service agreements, as reliable as Costco’s legendary satisfaction guarantee
If Costco can provide this level of value for a $65 annual membership, imagine what you should expect from an enterprise-level VSaaS investment.
3. Amazon: Setting the Standard for Support and Resolution
Amazon has revolutionized customer expectations with features like one-click ordering, same-day delivery, and instant problem resolution. Their approach focuses on removing friction from every customer interaction.
What VSaaS Buyers Should Demand:
- A one-stop shop open platform approach that consolidates all your security needs, similar to Amazon’s everything-under-one-roof approach
- Intuitive mobile apps for both iOS and Android that make case management, security alerts, and system management as easy as shopping on Amazon
- 24/7 technical support with Amazon-like response times and problem resolution
- Multiple support channels with seamless experience across chat, phone, or self-service knowledge base, just like Amazon’s support options
- Real-time system monitoring and proactive issue prevention, as reliable as Amazon’s delivery tracking
Your VSaaS provider should make managing your security infrastructure as straightforward as tracking an Amazon package.
4. USAA: Industry Expertise Meets Personal Service
USAA stands out by deeply understanding their customers’ unique needs and circumstances. Their representatives aren’t just customer service agents—they’re knowledgeable advisors who understand military life and can provide tailored solutions.
What VSaaS Buyers Should Demand:
- A Certified Partner Channel comprised of industry veterans, professionals who know security like USAA knows military service
- Account managers who understand your specific industry requirements, offering the same personalized attention USAA members receive
- Expert guidance on security best practices and compliance requirements, as reliable as USAA’s insurance advice
- Regular security audits and improvement recommendations, delivered with USAA-level attention to detail
- Training programs tailored to your team’s needs, just as USAA tailors financial education to service members
Your VSaaS provider should demonstrate the same level of specialized knowledge and personal attention that USAA provides its members.
5. Zappos: Above-and-Beyond Service as Standard
Zappos built its reputation on customer service that goes well beyond typical retail expectations. Their approach demonstrates that service quality shouldn’t depend on purchase size—every customer deserves exceptional support.
What VSaaS Buyers Should Demand:
- A company who builds their product roadmap around customer feedback – ensuring you get the perfect fit for your needs, just like Zappos’ legendary shoe selection process
- Comprehensive and complimentary onboarding, implementation support, and ongoing training that feels as welcoming as Zappos’ famous first-time buying experience
- Unlimited technical support included in your subscription – like Zappos’ customer service reps who can solve problems on the spot
- Quick issue resolution through clear escalation paths, as reliable as Zappos hassle free return policy
If Zappos can provide this level of service for shoe purchases, your VSaaS provider should deliver even more for your security investment.
Making the Right Choice for Your Organization
As you evaluate VSaaS providers, remember that you’re not just buying a security system—you’re choosing a long-term service partner to grow and even co-develop with. The shift from on-premises to cloud-based surveillance should bring more than just technical benefits; it should deliver a transformative service experience.
Before making your decision, ask potential VSaaS providers:
- How does their support model compare to traditional on-premises support?
- What specific SLAs do they offer?
- How do they handle system updates and improvements?
- What does their onboarding process look like?
- How do they measure and report on customer satisfaction?
The best B2C companies have shown us what great service looks like. Don’t settle for less in your B2B relationships, especially when it comes to something as critical as your security infrastructure. Remember, in the world of VSaaS, customer service isn’t an add-on—it should be a fundamental part of what you’re buying.
Ready to improve your security? Schedule your free consultation today and see how Arcules can transform your security strategy!
