ADT Awards Case Study 2013: Joined-up and quicker: the 24/7 customer hub


Click to see the full Case Study, Conference Presentation and the Site Visit Agenda.

Setting out to resolve every alarm fault within two hours put automation, central planning and the contact centre at the heart of the company’s customer proposition.

Summary

Speed of response is vital for customers of fire and security alarms at ADT. Just two years ago, customer enquiries were dealt with during office hours, mainly by the 23 branches. Today, the customer service centre is a 24 hour hub. Over 140,000 engineer visits are now being saved every month thanks to phone-based  technical support and a new remote alarm inspection process. This has helped reduce their carbon footprint by 70%, which together with a new environmentally friendly building, has also helped reduce fixed costs. Automation and investment in Aspect technology, along with recruitment of experts to manage new planning, quality and training teams, has contributed to a 46 point reduction in abandoned calls and 12-point uplift in net promoter score. Employee engagement is up 16%.

Site visit report 11th September, Manchester

Attending Companies - ADT, BT, Northumbrian Water, NHS Direct, VW Finance, Capita Life and Pensions.
 
Delegate Testimonial - Most useful and enjoyable parts of the day?
  • The group discussions and tour around the ADT planning and dispatch teams
  • Meeting people from different businesses who work differently and have different ideas
  • Learning about other solutions and alternative approaches.
  • Discussing the risk/cost forecasting model and the Field Optimisation Suite
  • Seeing other systems
Delegate Testimonial - What will you be able to do as a result of this visit?
  • Take learning's forward and feed into our companies Field Service Management programme particularly forecasting and capacity planning
  • Take best practice seen at ADT and suggest how these can be implemented within my company
  • Look to improve the new business impact assessment process within our company
  • Has helped me understand the skills gaps I have on my team
  • Look at flexible resources and long term forecasting
  • Look at how planned/reactive work and see if better to segment
  • Review scheduling tools in Field in depth and ensure balance with manual intervention.
  • Re-evaluate working practices in my own business and suggest improvements
Recommendation Rate = 100%

Results

  • 46% headcount reduction through centralised field planning, dispatch and parts management
  • 200,000 engineer visits saved every year
  • 70% of all alarm actions now handled automatically
  • Employee engagement has risen 16%
  • Carbon footprint down 70%
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