Letter from the New CEO

 

Hello, Insteon Community!

As Insteon’s new CEO, I wanted to reach out and introduce myself. There’s been a lot going on behind the scenes, and I’m thrilled to finally share some of that with you.

Like our customers, I’m passionate about products that improve people’s lives with technology. I join Insteon with decades of experience at Microsoft, Nokia, Universal Electronics, and more, so you can be confident Insteon is in good hands!

I came to Insteon because I believe so strongly that we are positioned to be an important player in the Internet of Things (IoT) space. With our new board of directors and management team in place, and with amazing new advisors like the founder of Sonos, we’ve kicked off a new chapter at Insteon, committed to our mission of delivering truly world-class lighting and electrical-control products and services.

Insteon has always been a pioneer in smart lighting and electrical control, but being a pioneer hasn’t always been easy. In the past, the company made some mistakes, and we’ve gone to great effort to address those issues, but through it all we’ve never stopped listening to you, and we thank you for always pushing us to be our best. Please keep the feedback coming.

Below is a preview of what we have in store for you as we kick off this new chapter. I hope you find it as exciting and inspiring as I do.

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Rob Lilleness
CEO


New App for iOS & Android

We’ve been hard at work developing a new Insteon mobile app, which has been reimagined from the ground up. With the new app, you’ll experience a modern new look, fast response times, a simplified way to create and control scenes, Sunrise and Sunset offsets, and much more!

We are coding the new app in a framework called React Native that enables us to use a single codebase for both the iOS and Android apps, so both apps will share the same functionality. Equally important, as you give us feedback, this framework improves our ability to deliver app updates more frequently. We’ve included a few screenshots from the new app below.

Speaking of feedback, we're aiming to start beta testing in a month, so if you’re interested in getting involved and providing us with your input, please sign up to be a beta tester.

Playing Well with Others

As our long-time customers know, Insteon has always been a pioneer in the development of smart lighting and electrical-control technology. With the emergence of platforms like Google Assistant, Amazon Alexa, and others, Insteon products can be integrated with a seemingly endless number of smart-home devices via the cloud. To this end, we are in the process of making substantial investments to our Insteon cloud-to-cloud services, which will expand our ability to work well with other products, platforms, and services.

Apple fans will be happy to hear that we are investing in research and development into the updated HomeKit ecosystem. One of the things we respect most about HomeKit is Apple's commitment to security, but HomeKit’s initial architecture proved costly and challenging for the industry to adopt. Consequently, it didn’t allow us to give our customers the user experience (and level of responsiveness) that we thought they deserved. We are now working hard to integrate with Apple’s updated approach so we can be as effortlessly compatible with Apple HomeKit as we are with Amazon Alexa, Google Assistant, and others.

Raising the Bar on Our Customer Service

Key to this new chapter at Insteon is a commitment to supporting our customers. We’ve gone through periods of unexpected growth when customer-service wait times were nearly 30 minutes! Obviously, that’s not acceptable, and we took action by onboarding more customer-service representatives and by investing in training. Today, our average wait time is less than three minutes, and the training seems to be paying off — we routinely get emails and letters complimenting our support team.

Much, Much More Ahead

We’ve been heads-down, laser-focused on the future of Insteon so we can continue our mission to deliver lighting and electrical control products and services that provide world-class reliability, scalability, and ease of use. We’re working on even more new and exciting things for you — all of which will work with the Insteon products we sell today, and which will include the dependable dual-band technology that has kept our customers loyal for so many years.

Speaking of compatibility, we’re proud of the fact that Insteon switches sold over 10 years ago can work with modern-day voice assistants that hadn’t even been conceived of back then! We know that it’s important to you that we do things “the right way” (so you don’t have to upgrade to new light switches the way you might upgrade to a new smartphone every few years). You don’t want a house full of disposable gadgets reliant on technology fads, and neither do we. We continue to be committed to this approach as a core value of our culture, so you can feel confident that you’ve chosen the right products for your home.

Thanks for Your Feedback & Support

Lastly, thanks to all of you who have been providing feedback and direction along the way. We’re going to need you more than ever to help us prioritize the features, optimizations, and integrations that are most valuable to you. If you have reactions you’d like to share or questions you’d like to see us address, please reach out to us. Expect to see a lot of great new things in the coming months!