Company Dramatically Increased Customer Response Levels, Personnel and Resource Efficiencies
PROVO, UT—Vivint, one of the largest home automation companies in North America, has received the Gold Level Gartner and 1to1 Media CRM Excellence Award in the category of Enterprise Efficiency. The award was presented to Vivint this morning at a ceremony held at the Gartner Customer 360 Summit in Los Angeles.
In the category of Enterprise Efficiency, the judging panel was looking for organizations to demonstrate the following: Reducing operational and interaction costs and improving sales, service or other customer-facing processes without a detrimental impact on the customer experience. This includes excellence in efficiency improvements in sales, marketing and customer service. Organizations must show significant improvement in growing customer value (such as revenue growth, wallet share, products per person and frequency of purchase) by improving processes and while lowering costs.
“From the people we hire, to the technology we choose, everything we do is focused on making the customer experience better,” said Josh Houser, vice president of customer service at Vivint. “It is particularly satisfying when improvements to customer service also result in a better working environment for our employees, organizational efficiencies and bottom-line results. We are honored to be acknowledged for our capabilities in this area.”
Since its launch 13 years ago, Vivint has become one of the largest home automation companies in North America, and is now serving more than 500,000 customers. During a two-year period when Vivint grew its serviceable customer base by 60 percent, the company implemented ClickSoftware’s (NasdaqGS: CKSW) automated scheduling and dispatch, enterprise mobility and customer interaction management solutions to give its team of dispatchers and field service technicians real-time information and dynamic routing ability. As a result, Vivint’s technicians can field nearly 50 percent more service calls every day, while customers consistently report outstanding service quality and responsiveness.
Within six months of implementing the new software and processes, Vivint achieved the following efficiencies:
- 33% engineer utilization improvement (1 additional work order daily per technician)
- 60% decrease in inbound call traffic to scheduling department
- ROI of $20.13 per ticket
- Total estimated ROI engineer utilization of $2,831,009.70
- 32% increase in fuel efficiency (equal to 1.2 gallon decrease per average on work orders completed)
- 65% first-contact resolution and scheduling
- Overall ROI of 4.5 times the initial investment
Today, Vivint’s call traffic continues to grow, while engineers’ efficiency ratios and customer satisfaction keep climbing.
“ClickSoftware is very proud that one of our customers has won this prestigious award. The Vivint team has proven that exceptional customer service delivery is a powerful catalyst to outperform your market, in any economy,” said Dr. Moshe BenBassat, ClickSoftware’s Chairman and CEO. “We applaud Vivint for creating a real-time mobile enterprise that links every stakeholder in the service chain to create an outstanding customer experience.”
The identification of a Gartner Award winner is not an endorsement by Gartner of any vendor, product or service.
Vivint, Inc. is one of the largest home automation companies in North America. Operating throughout the United States and Canada, the company retains more than 5,000 employees and services close to 500,000 customers. With award-winning customer service and smart technology, Vivint is dedicated to enhancing security, increasing energy efficiency, and creating simple, affordable home automation solutions for its customers. For more information, visit www.vivint.com.