State Alarm Inc.

Industry: Security and Alarm Systems
Number of Vehicles: 23

Overall Corporate Goal:

As a leading provider of security and alert systems for commercial and residential customers, State Alarm continually strives to establish long term relationships with their customers through their commitment, experience, and expertise in the industry and by providing quality service in a quick and efficient manner.

Challenges:

Operations Manager, Brenda Dull is responsible for activity in the field, and found herself facing several challenges to reaching their goals:

  • Emergency calls needed quick and efficient responses, often requiring the closest technician to be located and dispatched to the site.
  • Service requests that arise during the day required dispatchers to re-route drivers or add new calls in the middle of a shift.
  • They wanted to find an easier method of tracking when customer locations were serviced for billing purposes.

Mobile Control's Impact:

State Alarm relies on Mobile Control to make a difference in dispatching decisions and oversight for technician and fleet policies:

  • Mapping capabilities and alerts provide real-time data on each technician’s location, so the right tech can be dispatched to a call.
  • GeoFences and reports identify if drivers entered or exited unauthorized locations.
  • Mobile Control easily integrates with their back-end software to improve dispatching and see how work order hours compare with actual on-site time.

Results:

  • Dispatchers feel confident they are sending the closest technician to a job and no longer rely on drivers for their location.
  • Customers receive the fastest service possible.
  • The company has increased knowledge of their driver’s whereabouts and the length each job type should take to complete.
  • State Alarm is better able to audit revenues they should have as a result of work performed.

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