- $400,000 ANNUAL SAVINGS
A specialty retailer with over 4,000 locations wanted to reduce on-site service cost and downtime when experiencing CCTV equipment failure.
Service requests were received and routed to technical support for troubleshooting over the phone before dispatching service. 36% of the requests were resolved over the phone and the equipment back in operation within one day. Overall onsite service calls were reduced 73% resulting in an annual savings of $400,000.
- 93% FIRST CALL RESOLUTION
As a retailer with over 3,000 locations expanded the use of CCTV at their stores, the maintenance cost and internal time spent dealing with equipment issues increased. They wanted to reduce on-going service cost and free up staff time to deal with more strategic issues.
Secure network access was provided to Short Circuit’s technical support staff for remote access to the DVRs. Once connected, the reported problem was investigated, camera views checked against corporate standards and the store contacted to troubleshoot the problem. If the problem was unable to be resolved over the phone, replacement equipment was sent in advance to the store and on-site service scheduled. If the equipment was not needed, it would be returned and placed back in inventory. 93% of the reported problems requiring on-site service were resolved over the phone or on first trip with minimal customer involvement.