Reduced average handle time with automation and analytics

World’s largest fire and security system and service provider

Problem

Our client’s bottom-line was under pressure from increasing total cost of ownership (TCO) for alarm response and dispatch operations. Their support processes were almost entirely manual, requiring hundreds of live agents providing 24/7 phone support. Many low priority alarms involved repetitive response processes which had yet to be automated. Additionally, they experienced a very high percentage of false alarms due to motion, early or late entry by employees, or equipment issues, and the use of analytics to reduce them was limited.

Solution

Sutherland worked with the client to identify repetitive support processes that could be automated. We developed and deployed a digital enablement system that automated CRM data entry steps for top alarm drivers and case administration steps. We also performed data analytics to identify alarm signals that do not require actions to be performed by agents and that can be autonotified; which further increased productivity. Moreover, customer experience was enhanced as we expanded our commercial lead generation program to include chat and SMS as support channels on top of existing voice and email.