Case Study

Company Overview

Premier Security Group is a provider of security services which includes design, installation and maintenance of security systems, as well as a provider of security equipment.

Challenge

• All cases were being logged manually by agents based on customer calls and emails

• Customers had to call or email in order to receive updates on case status

• Customers lacked visibility to work order/service appointment statuses related to in-progress cases

Solution

• Implemented Customer Community

• Enabled case creation form and case list views in community

• Configured external user administration so customers can create, edit and remove their own community members

• Implemented customer queues for logging and managing own case resolution prior to escalating to PSG

Results

• Increased engagement with customers

• Faster case resolution

• Implementing self-service led to fewer cases transferred to PSG for resolution

• Reduced community user maintenance