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Industries·Smart Products & Devices

Connected hardware, from the shelf to the setup call

Connected devices generate their first support ticket on day one. We put them in front of the dealers and distributors who stock them, and we answer the pairing question at 9pm.

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A Sutro pool monitor held in the water at dusk

Charm runs both halves of a connected device: the outreach that puts it on the shelf, and a desk trained on the app, the firmware and the pairing flow before the first ticket.

Tackling the shelf and the setup call

A customer at her desk using an app on her phone

Your challenges

  • A scattered channel: The buyers sit across specialty retail, pool and security dealers, electronics distributors and installers.
  • The dealer needs a demo: Retailers and installers stock what they understand. A spec sheet does not get a device onto the shelf.
  • The volume is in the trade: A connected device sells to a homeowner one at a time and to the trade at scale. The businesses that carry it are where the volume is.
  • Stocked is not sold through: Once the device is on the shelf, it still has to sell through to the person who buys it.
  • Setup is the first ticket: A connected product generates its first support conversation on day one. The desk has to know the app, the firmware and the failure modes before launch, not after.
  • A slow answer is a return: For cameras, monitors and anything with a battery, the window between question and return is hours.
  • A safety product cannot wait: On a safety camera the first ticket can be urgent. A camera offline is not a ticket that can wait until Monday.
  • Seasonal peaks: Questions arrive with the season, so the desk has to be staffed before the peak, not during it.
A support agent on a headset at a laptop

How Charm helps

  • The whole channel, counted: Every specialty retailer, pool and security dealer, electronics distributor and installer who could stock the device, with verified email, phone and LinkedIn.
  • Demos, then orders: A rep who turns replies into demos and demos into orders.
  • The trade, reached by name: Pool stores, security dealers, electronics retailers and distributors, reached by email, phone and LinkedIn, the way Sutro’s pool trade was.
  • Ads on both sides: Trade ads for the people who stock it, consumer ads so the device sells through once it is stocked.
  • A desk trained before launch: The app, the pairing flow, the firmware versions and the failure modes, learned before go-live.
  • Answered on the first contact: Setup, pairing and firmware questions answered on the first contact by people trained on the hardware.
  • Urgent routed first: Urgent tickets are routed the moment they land, with coverage set around when the device is in use.
  • Staffed before the peak: Seasonal coverage is set in the agreement and staffed before the peak, the way Sutro’s desk is staffed for the pool season.

Outreach that fills the shelf, and a desk that keeps the customer. Each runs on its own or together.

Services that follow the device from the dealer to the desk

Charm shapes both offers around how a connected device sells and gets supported. Here is how we help:

01.Build demand

Every dealer, retailer and distributor that could carry the device.

Includes:

  • Every dealer, retailer and distributor, counted first
  • Email, phone and LinkedIn on the same list
  • Trade ads for the people who stock it
  • Consumer ads, so it sells through once it is stocked
  • A rep who turns replies into demos and demos into orders

Runs on Cold Email, LinkedIn, Cold Calling, Advertising and SDR Staffing.

A rep on a headset listening on a call

02.Drive retention

A desk that knows the app, the firmware and the failure modes.

Includes:

  • Setup, pairing and firmware questions answered on the first contact
  • Warranty claims, replacements and vendor claims followed to close
  • Urgent tickets routed the moment they land
  • Your helpdesk, email, chat, phone and the Amazon inbox on one desk
  • Every ticket read for the reorder, the accessory and the review

Runs on Customer Support, Back Office Support, Technical Support, Desk Implementation and QA.

Two colleagues going over paperwork at a desk

03.Your first month

Count the channel, learn the device, go live.

Includes:

  • Week 1: count the channel
  • Week 2: learn the device
  • Week 3 to 4: go live
  • Week 4: report

The same build we run for every physical product brand, with your category’s buyers in it.

Two Path smart scales
Why Charm

The right partner for a connected-device brand

Hands typing on a laptop

Both halves, one partner

We run the trade, reached by name until the device is on the shelf, and a desk trained on the app, the firmware and the pairing flow before the first ticket.

Built on connected devices

Sutro and CamerEye run on Charm desks today. Sutro’s pool trade was counted and reached by name, and CamerEye’s coverage is set around when families swim.

Trained before go-live

The desk is trained on the app, the firmware, the pairing flow and the top twenty tickets, while the sending domains and seats are warmed in parallel.

Urgent routed first

On a safety product the first ticket can be urgent. Anything urgent is routed the moment it lands.

Your stack, one desk

Your helpdesk, email, chat, phone and the Amazon inbox, on one desk. Zendesk, Gorgias, Intercom, HubSpot, Front, or whatever you run.

Case studies

Two connected devices, one trade, one desk design.

Sutro reached the trade that stocks pool products by name. CamerEye’s desk is staffed for the hours a safety camera is needed.

Charm×Case study 01 / 02
Smart pool and spa monitor→ Pool trade and distributors

A connected device, put in front of the trade that stocks it.

A connected device sells to a homeowner one at a time and to the trade at scale. Sutro’s smart monitor reads the water chemistry of a pool; the businesses that carry pool products are where the volume is.

We put Sutro in front of those businesses and the distribution partners that get a device onto a shelf, every decision maker counted and reached by name.

Charm×Smart products & devicesCase study 02 / 02
Pool safety camera→ Homeowners and installers

A safety device where a slow answer is not an option.

Connected devices generate their first support ticket on day one, and on a safety camera the first ticket can be urgent. CamerEye watches a pool and alerts a family when something is wrong.

We staffed coverage around when families actually swim, learned the install and the app, and route anything urgent the moment it lands.

We handleCamera offlineInstallApp alertsUrgent routing
Camera offline · Install · App alertshandled on the desk
All case studies →
In their words · CamerEye
Charm’s support team was personable, technical, and coachable. They took full ownership, met every expectation, and stayed consistently available to support our customers.
David DeFilippoCOO, CamerEye
CamerEyeUrgent tickets routed the moment they land

Questions

Straight answers for smart products and devices brands.

Do you reach distributors or only retailers?

Both, plus installers and dealers. We count the whole channel first, then reach each decision maker by email, phone and LinkedIn.

Can your team handle firmware and pairing questions?

Yes. Agents learn the device and the app before go-live. Sutro’s water chemistry questions are answered by people who understand water chemistry.

How fast on a safety product?

CamerEye’s coverage is set around when families swim, and routes an urgent ticket the moment it lands.

Which helpdesk?

Yours. Zendesk, Gorgias, Intercom, HubSpot, Front, or whatever you run.

What about the season?

Sutro’s desk is staffed for the pool season. Seasonal coverage is set in the agreement and staffed before the peak.

Do you handle the Amazon inbox?

Yes. It routes into the same desk as email, chat and phone.

Brands we have run in this categorySutro, CamerEye, Path and PeakSave
SUTRO
CamerEye
path.
PeakSave

Your device, on more shelves and fewer return labels.

Twenty minutes. Bring the device, the app and where it sells today. You leave with the channel count, the desk design, and a start date.