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Gartner Awards Vivint with Enterprise Efficiency Award for Enterprise Mobility Solution

by Kevin Benedict

April 11, 2011

I read an interesting article today that documented significant efficiencies gained through field service automation, scheduling and the addition of an enterprise mobility solution.  The company is Vivint, a company that helps with residential home security and automated home management.  Here are some of the improvements they experienced with their solutions:

  • 33 percent engineer utilization improvement (one additional work order daily per technician)
  • 60 percent decrease in inbound call traffic to scheduling department
  • ROI of $20.13 per ticket
  • Total estimated ROI engineer utilization of $2,831,009.70
  • 32 percent increase in fuel efficiency (equal to 1.2 gallon decrease per average on work orders completed)

Gartner presented the Gold Level Gartner and 1-to-1 Media CRM Excellence Award to Vivint last week at the Gartner Customer 360 Summit in Los Angeles.  The criteria they were using to judge this award were:

  • Reducing operational and interaction costs
  • Improving sales
  • Improving service
  • Improving marketing
  • Improving customer service
  • Improving customer value - such as reven ue growth, wallet share, products per person and frequency of purchase

Vivint created a real-time mobile enterprise, that links every stakeholder in the service chain.  They created this real-time enterprise using an automated scheduling and dispatch solution, enterprise mobility and customer interaction management solutions to give its team of dispatchers and 400 field service technicians real-time information and dynamic routing ability. As a result, technicians are able to field nearly 50 percent more service calls every day while customers consistently report outstanding service quality and responsiveness.

The solutions used were from ClickSoftware, an SAP mobility partner, the developer of the SAP Workforce Optimization and Scheduling solution.

Kevin Benedict, Independent Mobile and M2M Industry Analyst, SAP Mentor Volunteer
Follow me on Twitter @krbenedict 
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Full Disclosure: I am an independent mobility analyst, consultant and blogger. I work with and have worked with many of the companies mentioned in my articles.


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