Industry:Customer Experience
Client:ADT
Region:North America
Contact Center
ADT: Improving the contact center experience for agents and customers
32 second
average handling time reduction when processing battery replacement orders
2,700
agents using attended automation to deliver better service and resolve customer issues faster
15%
increase in overall agent satisfaction rate
Client Overview
Home security leader ADT has been an innovator for 150 years. But as competition intensified, the company had to find new ways to improve the customer experience and foster loyalty. Building on its success with back-office automation, ADT looked to transform critical areas of customer experience (CX) such as improving average handling times and making processes easier for contact center agents. This transformation was particularly crucial during the pandemic, when in-person visits were not possible.
Transforming CX with a better agent experience
ADT partnered with Ashling Partners to develop a pilot program with virtual service technicians. They created an ADT digital assistant to minimize application “swivel time” for agents and improve customer engagement. This led to the development of the ADT Xpress application, which streamlined the contact center experience for 2,700 agents and significantly reduced call times, improving both customer and agent experiences.
The focus for us was how could we eliminate a lot of the swivel? How could we resolve customer inquiries and issues faster and the first time?
Outcomes:
Field operations boost: Back-office automation improved service technicians' productivity.
Efficient contact center: The ADT Xpress application reduced agent workload, speeding up customer issue resolution.
Remote problem-solving: ADT's virtual service technician program enabled efficient remote customer engagement during the pandemic.
Additional resources
Learn how AI and automation can redefine customer interactions and empower your agents. Overcome common challenges and harness solutions for effective self-service and improved customer visibility at the Customer Experience Summit from FORWARD + TechEd.
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