Leadership
Protection 1
Multi-location security monitoring
I spearheaded the redesign of Protection 1's customer care platform and spearheaded the development of a platform aimed at aiding their commercial clients in monitoring security across multiple locations.
Role
Research, User Experience Design
Straightforward Goals
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Create a role-based system tailored for monitoring various levels of commercial properties.
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Revamp the customer care tool to enhance training efficiency, reduce call resolution time, and minimize the need for callbacks.
CHAPTER ONE
Platform for commercial customers
When developing the commercial-focused platform, I had to consider two distinct customer groups: those monitoring security for individual commercial properties like shopping malls, and those overseeing security for multiple properties across a geographic region (such as several malls within a specific area).
CHAPTER TWO
Redesign of customer care platform
Our primary focus was on efficiency. We designed a platform to enable care agents to swiftly navigate and resolve customer issues. Additionally, we implemented a predictive interface that highlighted known service issues, streamlining the resolution process.
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Beyond improving on-the-job efficiency, we targeted the training process, crucial due to high turnover rates. Before the redesign, it took 5 weeks to train new customer care reps, with proficiency achieved after 90-120 days. Post-redesign, training time was drastically reduced to just 1.5 weeks, with an additional week needed to achieve proficiency.
Results
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Protection 1's commercial clients were delighted with an interface that consolidated multiple locations into a single view, greatly enhancing the role of regional security managers.
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The revamped customer care tool significantly slashed training duration, time to resolution, and call-backs. These improvements were so impactful that the company managed to reduce staff numbers by 50%.