Beyond the Bottom Line : February 2022
A Hanwha Techwin Communication
– February 2022 –
Hello HTA team,
Now that we’re more than a month into 2022, we can look back on our growth in 2021, which can only be described in one word: Epic!
Even with the lingering impact of Covid and persistent supply chain issues, we achieved 28% growth as net sell-in. (NA: 28%, LATAM: 40%) I appreciate everyone’s contributions, from our sales and field support teams to our warehouses and factories to the office teams in New Jersey.
I’m confident we’ll be celebrating an even greater level of success at this same time next year when we look back at 2022. We’re already off to a good start, following a record-setting January total of $35.6 million.
As a company, we also invested heavily in our own operations in 2021, spending more than $10 million on air shipments and purchasing many hard-to-find components directly off the open market due to a global component shortage. In some cases, HQ’s procurement team paid up to 100 times above normal prices, placing order fulfillment above budget.
Sometimes the costs weren’t always monetary. During one Covid-related area lockdown, the workers in our Vietnam factory slept on-site for about one month. To reward their dedication, HQ paid them about three times their regular wage during the period.
The R&D team was also proactive, often scrambling to reengineer, redesign or modify products as a result of component procurement issues. For example, when Q Series cameras were experiencing severe audio component procurement issues, the R&D team quickly developed a new derivative that bypassed the audio function. They did similar work for about 60 different products throughout the year so we could continue to ship orders globally.
These stories are what “Beyond the Bottom Line” is all about – recognizing the people behind the business. We have even more internal success stories to highlight in this issue, so please enjoy it and send your ideas for future issues!
Mr. C.H. Ha, President, Hanwha Techwin America
Tour the Future Today
The Hanwha Techwin Technology Center officially opened its doors in early 2022, giving visitors a public preview of the future of security and surveillance. But the story behind the Center’s origin is equally fascinating.
The Hanwha Techwin Technology Center officially opened its doors in early 2022, giving visitors a public preview of the future of security and surveillance.
The new Center was a truly collaborative effort between Hanwha HQ and several HTA groups, including the marketing team of Miguel Lazatin, George Harak, Aaron Saks and Andrew Hsu, as well as David Jung from IT, Ron Kim from finance and many others. The teams managed every aspect of the project, including initial space demolition and construction, layout and design, product installation, and graphics – with every element focused on enhancing the guest experience.
The featured products and solutions were carefully selected to showcase the breadth of Hanwha’s capabilities across vertical markets, feature sets, footprint, cost and performance. As soon as visitors enter the 5,000 square-foot space, they are guided on a journey through new products and technologies, all demonstrated through interactive real-world simulations, demos, videos, educational workshops and presentations.
The graphics and visual treatments used throughout the Center closely represent the Hanwha brand’s vision and direction, with every area given a sleek and futuristic aesthetic. The space also includes a training room, conference room with full video and online capabilities, a kitchen/break area and a dedicated area to feature HTA’s third-party video management software integrations with partners Genetec and Milestone.
The Center’s modular design allows sections to be easily swapped out to highlight new technologies. The Technology Center is already in use, recently hosting its first virtual workshop. The classroom-style space seats about 32 for hands-on product training, certification courses, dealer and partner education and more. For now, all sessions are virtual but even when travel and gathering restrictions are lifted, the plan is to still maintain a flexible hybrid approach.
To see a photo gallery and to schedule a visit, click here.
Advancements in Support
2021 saw a lot of positive changes in our technical support department.
- A 14% increase in ticket resolutions compared to 2020
- A 20% reduction in agent to ticket ration
- An 89% increase in Knowledge Base articles created
- 75% of all full-time support agents are ITIL Foundation Certified
- 63% of full-time agents received their Genetec Certification
- The remaining 37% are testing in February 2022
- 100% of technical support agents are certified on Hanwha Manufactured products
The team is continuing it’s momentum through the beginning of 2022, seeing a 3% increase in ticket resolutions over last January.
Director of Technical Support
New Houston Warehouse
Hanwha Techwin’s second warehouse in Houston will go live in Q2, primarily handling logistics and shipping for LATAM due to heavy growth in that region. This new facility will alleviate the current burden on our KCC location, allowing us to ship and fulfill orders faster.
The Break Room
To keep our customers up and running, we’re opening a new, larger Repair Center in Q2. The 11,702-sq-ft facility can accommodate more employees and resources to deal with any break/fix or support-related issue.
Deep end of the talent pool
There will be plenty of new faces across HTA as we strengthen our capabilities across the organization. More than 50 new hires will join our sales and marketing teams helping to improve and streamline our brand visibility and customer service.
A series launch…and that’s just the beginning!
Our customers’ surveillance requirements continue to evolve, so we’ll keep launching new technologies with the right features to deliver a competitive edge. HQ’s engineering team will develop about 100 new products in 2022. One highlight will certainly be the new A series, which should take a big chunk of business from our competitors due to its cost-effective performance and installation flexibility. It’s appropriately named, too: the “A” series will be the beginning of our innovations in 2022.
ISC West is On
Hanwha Techwin is highlighting its intelligent video solutions for security and surveillance at ISC West 2022. Key technologies will include IP cameras using Artificial Intelligence (AI) and Deep Learning algorithms for accurate attribute extraction and object classification, specialty solutions across vertical markets (retail, banking, healthcare, corrections and education), the new Wisenet SKY cloud-based recording solution, and the Wisenet WAVE platform. Taking place March 22-25, 2022 at the Venetian Expo in Las Vegas, ISC West is the leading comprehensive & converged security trade event in the U.S. Learn more and register today at https://iscwest.com.
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