Scheduling Solution Spurs Efficiency Gains, Improves Customer Service

By Brian Albright, Field Technologies

An integrated CRM and field service solution reduces call times by more than 50 percent.

Orem, Utah-based Safe Home Control is a nationally authorized dealer for ADT security systems and home automation packages. With a large mobile workforce of both field sales reps and technicians, communication is critical.

The company offers same-day installation for security system customers but found its existing scheduling solution was unreliable. The company struggled with passing information between field sales reps, technicians, and headquarters, which sometimes made it difficult to accurately schedule installation and service visits. Paper-based contracting also bogged down operations.

Paper And Phone-Based Mobile Operations Cause Delays
The company’s sales reps used paper contracts and then called a central desk to report on the new contract, access credit information and customer history, and check to see if the new customer had previously been canceled for lack of payment. This required lengthy phone calls. The sales reps also had to schedule the installation over the phone, often repeating information. The paper contracts were mailed back to the central headquarters once per week.