Nuance helps a leading home security alarm company streamline its contact center operations and improve customer engagement.
Monitronics is one of the nation’s largest business and home security alarm monitoring companies, providing services to more than 765,000 subscribers. The company was looking to improve its contact center operations; specifically, to drive more of the right customer conversations, reduce the cost of outreach through self-service and improve response to alarm time. To achieve these goals, they teamed with customer engagement expert, Nuance Communications, Inc.
President & CEO
Manually handling reminder calls to customers such as bill payment and low battery notification, was proving costly. Monitronics was looking to automate many of these routine calls to drive relevant traffic to the contact center and allow agents more time to handle complex customer services issues.
Monitronics engaged Nuance to automate their low-to medium-complexity customer service issues. These included five areas of their outbound contact center operations:
— Low battery
— Trouble signals
— Service appointment reminders
— Early stage collections
— Serivce surveys
Monitronics’ security systems are equipped to send a signal when a battery is getting low and needs to be changed—an action that could save customers from potential break-ins and security breaches. With the automated outreach in place, Nuance now sends a personalized, real-time communication advising customers to change their batteries.
These automatic reminders mark an industry first for security services—no other alarm company provided this level of personalized outreach. As a result of using Nuance, Monitronics was now seeing actionable trends in their inbound traffic—more customers were responding to low battery signals and making payments. Nuance also sent customers a survey following service calls to help Monitronics track customer satisfaction.