In a significant move to evolve the core business model of the
Custom Integration industry, Snap One (Nasdaq: SNPO) today
announced the launch of
Control4 Connect & Control4
Assist – the new software and support offerings that
improve end-user experiences while empowering U.S.-based Control4
dealers to provide superior customer service, increase
profitability through recurring revenue, and encourage positive
long-term client relationships.
Snap One spent more than a year developing the
Control4 Connect & Control4 Assist offerings in close
collaboration with 23 integrators, while also leveraging experience
from thousands of Parasol customers and more than 100,000 4Sight
subscribers, to ensure the services meet the needs of integrators
and customers, are easy to use, and deliver in-demand experiences
and enhancements.
“The homes and businesses of today rely on a
wide range of networked systems and devices to operate. This makes
software updates and system monitoring critical to ensure
reliability, confidence and continued use,” John Heyman, Snap One
CEO emphasized. “As such, the traditional business model of the CI
integrator must evolve into an ongoing partnership with their
customers. We believe that the customer understands the importance
of working with professional integrators to keep their investment
current – and that they’re willing to pay to ensure their systems
are maintained and optimized.”
According to Heyman, the evolution of the
industry is inevitable as it moves from hardware centric to one
more grounded in software and new software integrations. “The
launch of Control4 Connect and Assist meet the business and
experiential needs of this new emerging business model, one that
represents a major opportunity for our Partners, who can now more
easily foster stronger long-term relationships with customers to
drive greater satisfaction and increase profits,” he said.
Control4 Connect Powers
the Possible
The Control4 Connect software
service enables essential features that keep customers’ systems up
to date and secure, provides convenient access and insights, and
ensures smooth integration with new devices as they are released.
Control4 Connect provides system control and functionality, while
delivering in-demand smart living features such as voice control,
remote access, Intercom Anywhere, When >>Then scene
programming, system backups, on-the-go visibility and
personalization of notification for mobile devices. Beginning April
23, 2024, Control4 Connect will be required for all new U.S.
Control4 systems. For systems installed prior to that date, 4Sight
continues to be available.
One of the biggest advantages of Control4
Connect for Control4 dealers is that they gain multiple recurring
revenue streams that they don’t have to manage: customers pay for
the service directly in the Control4 app upon registration of their
new system, enabling Snap One to manage billing and payment for
Partners. There’s no website to develop, no software to learn, and
no records to manage.
The Control4 Connect benefits for customers are
as meaningful as the benefits for Partners. “With Control4 Connect,
customers will gain more control and understanding over their
systems, increasing satisfaction,” Heyman said. “System education
and monthly system reports inform them on the status of their
systems, and help build their confidence as users. Plus,
enhancements such as simplifications to initial setup, easy access
to billing management, and convenient customer help sections
further elevate the experience.”
Starting in April, Connect will be included on
all new Control4 systems, and the annual customer cost will vary
depending on the type of controller installed. Systems with a CA-1
model are free of charge, systems with a Core Lite unit cost $99,
and systems with any other controller, or multiple controllers,
cost $249.
Partners will receive a generous revenue share
paid monthly over 12 months by direct wire payment – a significant
change from the $30 product credit previously offered through the
4Sight program.
There will be no changes required for existing
Control4 customers or 4Sight subscribers, but certain software
improvements will only be made available to active Control4 Connect
accounts.
"In discussing Connect with my clients, there
has not been a single client that has reacted negatively to it.
They all understand the world is evolving and changing. They all
understand software as a service models. This is presented to them
daily,” said Snap One Partner, Ed Gilmore of Gilmore's
Sound Advice. “I think they're a little comforted by the
fact that a manufacturer takes their product seriously enough that
they're going to maintain and support it through software."
Control4
Assist: We Take
the Calls,
Integrators Take
the Credit
Available immediately to Partners that become
Assist Authorized, Control4 Assist is an optional
remote support service that significantly reduces the burden of
providing customer support while still providing recurring revenue
benefits.
For an annual fee of $899, customers get
proactive system monitoring and access to the Control4 Assist Team
of programmers, AV technicians and certified networking
administrators who remotely solve issues, answer questions and help
manage customer experiences. The Assist Team will support customers
leveraging OvrC and Composer tools and offer video assistance as
needed. Control4 Assist customers can contact support staff
from 8 a.m. to 8 p.m. 365 days a year.
Customers requiring more frequent support or who
want additional assistance with post-install programming, 24/7/365
support access, and more, can upgrade to the concierge-level
Assist Premium service for $2,999 per year. Assist
Premium also includes two personalized manufacturer check-ins each
year in which the Assist team will review the full system, discuss
personalization needs, and even optimize automations.
"Control4 Assist helps my technicians to not
have to field calls for simple matters during the workday, after
hours and over the weekends,” shared Snap One Partner,
Chris Bell of Bell Integrated Home Solutions. “It helps my
techs stay focused on their daily task at hand and allows for
uninterrupted after hours, weekend and family time for
non-emergency situations.”
Snap One will provide Assist Authorized Partners
with marketing assets to make conversations with customers simple
and informative. Partners will receive revenue share for Assist and
Assist Premium services, paid monthly over 12 months by direct wire
payment.
“Through our experience with Parasol, we have
identified the opportunity to better support our Partners and their
customers. Control4 Assist and Assist Premium offer Control4
Partners of all sizes unparalleled recurring revenue opportunities
and meet today’s customer demands,” Heyman said. “This is a
significant opportunity for Partners at every level, even if they
already operate other recurring services, because it offloads daily
customer questions and requests to dedicated Control4 experts who
focus exclusively on service. The result is happier customers,
fewer emergency calls, more referrals, and improved quality of life
for Partners with peace of mind that customers are being taken care
of.”
According to Snap One Partner Johnathan
George of iWired, “I believe that Connect and Assist are
the first steps forward for integrators to begin to change their
business models from the ground up – to no longer think about
individual projects, but to think about ongoing lifetime value, and
creating lifetime value with the customer base that they serve
every single day.”
For more information, click here and for hi-res
images, click here.
About Snap One As a leading
manufacturer and distributor of Smart Living technology, Snap One
empowers its vast network of professional integrators to deliver
entertainment, connectivity, control, and security solutions to
residential and commercial end customers worldwide. Snap One
distributes an expansive portfolio of proprietary and third-party
products through its intuitive online portal and local branch
network, blending the benefits of e-commerce with the convenience
of same-day pickup. In addition to products, the company provides
software, award-winning support, and digital workflow tools to help
its integrator partners build thriving and profitable businesses.
Additional information about Snap One can be found at
snapone.com.
Media Contacts
Snap OneDanielle KarrDirector of PR &
EventsDanielle.Karr@snapone.com
Griffin360Marta MajstorovicAccount
Supervisormarta@griffin360.com
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