Fewer site visits, faster alarm troubleshooting

Cutting technician visits and speeding up troubleshooting with video.

The company

About Sector Alarm

Sector Alarm is one of Europe's leading security monitoring companies, protecting more than 650,000 customers in Europe, including 100,000 in France. It installs and maintains connected alarm systems for homes and businesses, with a monitoring centre running 24/7.

The problem

The problem: blind diagnosis on complex installations

Hard to diagnose remotely

Customers find it hard to describe their installation precisely: sensor positions, indicator lights, control panel wiring.

Costly site visits

Every technician visit means significant cost and a delay for the customer, even though some issues could be solved remotely.

A growing installed base

With strong growth in France, technical support has to absorb more and more requests without multiplying field staff.

Stakes

Stakes: speed, lower costs and customer satisfaction

Responsiveness

Resolve the incident at first contact to keep the customer's trust in their security system.

Field optimisation

Keep technician visits for the jobs that truly need them.

Customer experience

Turn a stressful moment (a faulty alarm means an unprotected home) into reassuring, effective support.

Deployment

Instant video, no app

Sector Alarm chose Vizalia (formerly Urgentime) for its ease of use. An SMS link sent to the customer instantly opens a video session with the agent. With no app to download and no account to create, it suits every customer, including those less comfortable with technology. The agent sees the installation live and guides the customer step by step.

Use cases

Use cases: from troubleshooting to pre-diagnosis

Incident diagnosis

Live check of the control panel, sensor positions and indicator lights to find the cause of a faulty alarm.

Installation guidance

Visual guidance to help the customer reposition a sensor or reconnect a component after a power cut.

Pre-diagnosis before a visit

Visual qualification of the issue so the technician arrives with the right parts on the first visit, cutting unnecessary trips.

What's next

Outlook

Sector Alarm is considering extending video to other stages of the customer journey, such as pre-installation security audits or post-installation follow-up.

Results