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Case Study – Vivint

Automated Scheduling and Mobility Solution Improves Customer Service and Cuts Operational Costs

Vivint• Full-service national security

companies, providing world-class customer support and services to more than 450,000 customers throughout North America

• 1500 full-time employees, including 350 field service technicians and 3000 seasonal employees

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Challenges• Meet scheduling demands following

rapid growth in customer base, which increased 60% from 2008 to 2010

• Improve technician utilization rates and reduce fuel costs per completed service ticket

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Finding the Right Scheduling Solution• Scheduling and mobile solution

that could be integrated with its other CRM components

• Compatibility with Blackberry devices used by field technicians

• Vivint chose ClickSoftware as the technology solution to meet its goals

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“We knew an automated, efficient scheduling system could help us

decrease our service costs by reducing the required number of scheduling and

field resources while allowing us to maintain the same high level of service

for our customers.” John Houser, VP of Service Vivint

Obvious Advantages• Improved engineer utilization • Lower engineer-to-customer ratio• Lower fuel costs• Increased capacity, without

expanding workforce• Improved level of customer service

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Solution Implementation

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ImplementationDiabsolut, a ClickSoftware Certified Partner, deployed the ClickSoftware solution at Vivint

“Given the major transformation our company was about to go through in

automating our scheduling system, we realized we needed partners that could

function well in our change-driven culture and would work at establishing

a solid, long-term partnership.” John Houser, VP of Service Vivint

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ClickScheduleClickSchedule provides:

• Optimized scheduling, optimal matching of jobs and resources

• Ability to adjust the schedule in response to real-time to unexpected events

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ClickMobile• Optimization of field technician

schedules through their Blackberry devices

• Real-time access for• Schedule updates• Reporting on service incidents

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ClickLocateProvides real-time technician location information for use in decision-making and incident-handling

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ClickContactSelf-service appointment booking and updating capabilities for customers via the internet, text messaging or voice

“We can automatically generate customer notifications, and customers can opt to take

a post-service survey. The ClickContact module has helped us reduce the number of inbound calls to our call center while giving our customers much more control over the

entire service experience” John Houser, VP of Service Vivint

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Impact13Proprietary and Confidential

Resource Utilization • Improved engineer utilization by

33%, equating to one additional daily work order per technician

• Decreased required engineer-to-customer ratio by 7%

• Ability to add extra projects to regular service calls without needing additional resources

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Reduced Scheduling Costs• 60% decrease in inbound calls

to the scheduling department

“Our previous system required as many as 20 manual steps to determine the

best engineer for each service call, and technicians often had to self-dispatch themselves by printing schedules from personal computers. The system would

also often lose track of work-order details, which was frustrating for everyone.”

John Houser, VP of Service Vivint

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Monitoring and KPIsSolution allowed Vivint to generate new key performance indicators such as:

• Customer satisfaction• Survey results• Quality level of installations• Install daily rates, first-time-visit fix

rates• Completed tickets• Inspections• Rescheduled visits 16Proprietary and Confidential

Fuel Efficiency Improved fuel efficiency by 32% (1.2 gallon average decrease on completed work orders) to generate an estimated cost savings of $591,072 per year.

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Customer ServiceMore efficient coordination of service projects generates additional revenue and improves the level of services delivered to customers.

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Thank you