Vivint Uses Intradiem to Address Fast-Changing Business by Preparing Agents with Real-Time Development

Company improves productivity, increases training and improves customer experience

ATLANTA, GA (January 28, 2013) – Intradiem, the leading provider of intraday management solutions, and Vivint, the nation’s leading home automation services company announce Vivint’s results from its deployment of Intradiem.

With more than 800,000 customers in the US and Canada, Vivint’s customer service agents require frequent and ongoing training to have the knowledge to support multiple products in a competitive business. However, finding the time needed to develop 600 agents while maintaining service levels proved to be challenging.

Vivint selected Intradiem to quickly deploy critical communications and training to address the rapidly changing business specifications needed by agents to effectively handle customer inquiries. With the Intradiem technology, Vivint dynamically delivers consistent, ongoing product-specific and soft skills training, company and team communications, compliance training and call reviews to help improve agent development.

“Today, the level of information we can deliver to agents is more in line with the complexity of our products, which translates to more efficient and higher-quality customer interactions overall.” said Tim Izatt, Director of Customer Service. “Overall agent productivity has also increased. Agents are more highly utilized and employee morale has improved – our agents tell us that they enjoy the training and the ‘break’ it provides by adding variety to their workday.”

The company measured the financial benefit of Intradiem as an operating impact of 3.1 percent, with 2.2 percent based on increased productivity and 0.9 percent based on increased performance. Since implementing Intradiem, Vivint noted the following results:

• 2,400 agent development sessions delivered to 400 agents in five days
• Average handle time decreased by five percent
• Increase in “fixed on the phone” metric, measuring agent’s ability to address customers issues during their initial conversation

“Vivint operates within a highly competitive marketplace. Continually arming their agents with the right information to excel within their roles is essential for the company’s success,” said Matt McConnell, Intradiem’s CEO. “We are excited to partner with such an innovative company and help them develop new solutions that can extend into their field services operations and further improve the productivity of their operations.”

Intradiem is the only complete Intraday Automation solution provider for frontline workforces including Contact Center, Back Office, Retail and Mobile. The SaaS-based solution automates intraday management and real-time processes and turns frontline workforces into real-time workforces that can adapt and respond to changing conditions and events throughout the day. The result is a more agile frontline workforce that can adjust in real-time to deliver a dramatically better and more consistent customer experience at reduced cost. Over 300,000 frontline workers use Intradiem's solution every day.
Media Contact
Melissa Spies, Marketing Manager, Intradiem
mspies@intradiem.com  |  888.566.9457