Verisure
Verisure is a leading provider of professionally monitored security solutions.
The company has more than 4.5 million customers in 17 countries across Europe and Latin America. Verisure’s business model integrates product development, design and sales with installation, service and a 24/7 professional monitoring solution.
The group has grown to be the second largest home alarm provider in the world and is on average 3.5 times the size of its nearest competitor across its footprint.
Improving Care Agent Response times to Verisure Customers
Business Problem
Everyday Verisure receives more than 300 million signals and is able to process over 30 million videos. Additionally, Verisure creates more than 1,000 cases per hour.
That is why in mid-2020, Verisure began to study how they could improve response times to their customers. They began analyzing the different technologies, with which to drive this change.
After several months assessing different benchmark companies in the market, Verisure decided that Appian would be the platform on which to drive their business, and that Capgemini should be the one to help them do so.
Appian Solution
“Capgemini proposed a Case Management solution in order to provide autonomy to Verisure’s business operations teams”, explains David Martinez, Software Development Director of Business Operations, South Europe and Latam, Securitas Direct by Verisure.
“With Appian we can now manage a high volume of information as we have a 360 view to get data about the customers by retrieving it from different systems. And the result of that is a 25% reduction in the average customer care agent handling time from the legacy application. It’s incredible!” says David Carrasco, Head of BPM & Low-Code Development, Securitas Direct by Verisure.
“My Aha moment that I get from working with Appian is that I’ve seen how easy it is to do the integrations, how easy it is to do proof of concepts and pilots to illustrate to the business how things are going to work,” concludes David Martinez, Software Development Director of Business Operations, South Europe and Latam, Securitas Direct by Verisure.
