Executive Summary

False Alarm Reduction Concepts

Concept Support Sample

False Alarm Prevention Card Sample

High Alarm Activity Letter

Test your System Postcard

Emergency Contacts Postcard

False Alarm Reduction Strategy

Monitronics Security, Customer Interaction & Lifecycle Manager

Project Intent

• To reduce the total number of false alarms received in the Alarm Response Center (ARC) by helping customers prevent common alarm triggers.

Audience

• Any active customer. False alarms can happen to anyone. 

Challenge

• 97 percent of alarms received in the ARC are found to be false, pulling dispatchers away from helping those truly in need.
• Dispatchers must dispatch on alarms they know are false if customers don’t remember their verbal code word.

​
Solution | Skills Contributed

• Researched to understand why customers struggle with false alarms, how it differed with device type, what assistance can be offered to help prevent.
• Incorporated customer education into installation and welcome procedures.
• Created false alarm prevention cards, that when tested provided a  percent reduction in false alarms.
  
  • Wrote all copy and coordinated production with designer and print facility:
    
  • Designed small enough to fit behind top of keypad
    
  • Offered tips on how to prevent the most common triggers, as well as step-by-step instruction on arming/disarming system
    
  • Featured business-card-sized tear-off for customers to write important code information
    
  • Accompanying cover letter with explanation
    
  • Download option provided through online account and welcome email
• Developed and facilitated production of postcards encouraging customers to test their systems or confirm their emergency contact list.
  • When tested, 90 day results showed a 30 percent increase in customers testing their system, and a 43 percent increase within six months.
• Worked with Data Management team to continuously monitor and respond to customers experiencing high false alarm activity.