So you have your nice, new digital signage screens up and running at all locations. You’ve posted a lot of great content and your employees are looking at it. Then all of a sudden you see something like this on a screen. Last week at an airport, I saw a screen that said, “This application has failed to start because nailog.dll was not found. Re-installing the application may fix this problem.”
You think, what application? What’s a nailog.dll? And why did this happen in the first place? Like any software, error messages are a fact of life. It’s not a question of if, but when. When it comes to workplace digital signage, while seemingly simple on the outside, it’s very complex on the inside.
Users routinely upload content in Word, Excel & PowerPoint slides. They may use the latest version or one that’s 7 or 8 years old. Then there are the jpegs, mp4, tiffs, gifs, mpegs, wmvs, RSS, Facebook, YouTube, Twitter feeds and the list goes on. Just in this upload function alone, there are over 3,000 possible combinations of file types. The list isn’t likely to get any simpler as technology advances, so seeing an occasional error screen like the one above is not surprising.
What’s important is what happens next.
If you have a home-grown system, you’re on your own. If you bought it from a vendor, you depend on the company’s customer support department. Here are some questions to consider if you’re sourcing a system. How robust is the customer support? Is there a dedicated team for support? What is their availability? What are the hours of operation? What are the typical wait times for phone or email response? Are they located in North America or is it outsourced at an offshore location?
You want to get answers to these questions before you make a buying decision, because you will need support at some point. And it always seems to happen when the CEO will be touring your facility! That is why a customer service team is invaluable.
Where to Find Customer Support that Works for You
At Marlin, we take customer service seriously. Our customer care team is there to provide the best customer service experience possible and to make sure your Marlin digital signage system is performing to your complete satisfaction. Get started today and learn more about our workplace digital signage system here.