Sector Alarm
Fewer site visits, faster alarm troubleshooting
Cutting technician visits and speeding up troubleshooting with video.
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: 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: 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.
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: 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.
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: optimised performance
Productivity
A significant drop in technician visits thanks to remote visual diagnosis.
Satisfaction
A customer reassured in minutes instead of waiting days for a visit.
Field efficiency
When a visit is needed, the technician arrives prepared with the right diagnosis and parts.
Adoption
Smooth integration into the support centre's existing processes.
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