Transforming the dealer and installer experience with TechPro+, a support platform built to simplify troubleshooting, improve response times, and give dealers the visibility they need to support users effectively. TechPro+ was designed to make life easier for the people in the field by offering concise issue summaries, fast solutions, and clear, reliable guidance.
Vison
With Tech Pro+, the goal was to design a platform that worked the way security dealers and installers actually work. Through direct conversations with internal teams and technicians, I uncovered the pain points in their day to day routines. Pain points were lack of visibility, clunky processes, and slow response times. Our solution needed to reduce blockers in the field and simplify traditionally complex tasks. The answer was a cross-platform tool that adapts to the user’s role, whether they’re a tech in the field or an admin managing accounts. The vision was to replace outdated support experiences with something modern, scalable, and straightforward. From scheduling access to streamlining troubleshooting, Tech Pro+ introduced features that modernize workflows and help teams get ahead of system issues before they become problems for the end user.
Mapping
Identifying Unique Challenges
Dealers and techs needed support that worked in the real world, in fast paced situations, and across different levels of access. The main challenges we identified were:
Role-based flexibility: Techs required quick troubleshooting tools, while admins needed oversight and control.
Security and visibility: Account access had to remain secure, yet manageable in real time.
Information overload: Technical data needed to be delivered in a clear, legible way without slowing teams down.
Proactive support: Dealers needed tools to spot and fix issues early to improve account retention.
Resolving Complex Problems
Tech Pro+ addressed these challenges through a mix of smart features and thoughtful design:
Cross-platform support that tailors tools based on whether you’re a tech or admin.
Secure account access requests with a built-in approval process to balance speed and safety.
Automatic upgrades and plan changes to reduce manual workload.
Proactive monitoring, giving dealers insights into problems before customers report them.
A concise, modern UI designed around legibility and efficiency. No need for anything fancy- unless it helps.
User-Centric Design
At the heart of TechPro+ is a commitment to usability in high pressure environments. Dense technical information is simplified into clear summaries, with straightforward navigation and responsive performance. By prioritizing legibility, and speed, the design ensures techs can get what they need without distraction or delay.
Meeting User Needs
For Techs: A streamlined way to troubleshoot, schedule, and solve problems in the field.
For Admins: Tools to manage tech activity, approve account access, and keep visibility over the entire system.
For Dealers: Faster response times, stronger customer relationships, and improved retention.
Detailed Pages and Features
Dashboard: Clear overview of active accounts, issues, and approvals.
Tech Tools: Remote access, troubleshooting guides, and scheduling support.
Admin Controls: Approvals, user management, and security settings.
Monitoring: Early detection of system issues using backend data.
Upgrades/Plans: Automatic firmware and service adjustments.
Conclusion
TechPro+ is now a trusted partner for dealers and installers. The solutions is modernizing workflows, improving visibility, and helping teams solve problems faster and more proactively. The result is a platform that supports dealers, so they can better support users and keep more accounts in the process.
