Brinks Home, one of North America’s largest home security and alarm monitoring companies, has announced the success of its Virtual Tech program, an initiative designed to enhance customer service while optimizing operational efficiency.
The program, which recently completed more than 10,000 successful jobs, leverages cutting-edge technology to deliver expedited service to customers, significantly reducing the need for onsite technician visits.
Spearheaded by Brinks Home senior vice president of field operations Jonah Serie, the program officially launched in January 2023 with a team of nine experienced technicians drawn from various regions across the country. The program harnesses the power of TechSee, an advanced app that enables remote troubleshooting of customers’ security systems. Through this app, technicians can visually assess issues using the customer’s camera, streamlining the diagnostic process and expediting resolution.
“Our aim with the Virtual Tech program was twofold: to minimize unnecessary truck rolls and to provide our customers with faster, more efficient service,” says Serie. “We handpicked technicians with diverse technical expertise and customer-facing skills to ensure a seamless transition to this innovative approach.”
Since its inception, the Virtual Tech program has completed more than 7,000 jobs in 2023 alone and handling a wide array of service requests, including add-ons, moves, break fixes, and certain installations.
“To date, the program has revolutionized our service delivery and generated substantial cost savings, exceeding $3 million within its first year,” adds Serie.
As Brinks Home continues to expand its service offerings, the company emphasizes that it remains committed to delivering exceptional value, efficiency, and peace of mind to its customers.
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