Exclusive product availability, proprietary technology and an energetic response to customer feedback provide Smarthome Direct with the keys to successful growth

By Matt Griffin

The company’s main conduit for generating these requests is its tech support staff. Available to Smarthome customers seven days a week, the company’s 14 tech support staffers provide free product selection advice, as well as post-sale troubleshooting and programming. These staffers also take note of which customer needs and desires are not being fulfilled. Root explains that the engineering staff then works with marketing to determine which of these needs and desires will be turned into INSTEON products.