Cisco Jasper has really allowed us to make a connection with our customers. That, in turn, allows us to provide world-class customer service and increase our revenue streams by adding new services and new products to our portfolio.
Giving customers the peace of mind through IoT-enabled home security and automation
Vivint’s IoT-enabled security and automation solutions help create smarter, safer and more efficient homes. Vivint’s connected devices can automatically adjust lighting and temperature settings, turn appliances on or off, or send a signal to the monitoring center in case of an emergency.
To create a positive experience for every one of more than 800,000 customers and help them adopt new smart home technologies, Vivint’s team strives to excel at service and building relationships with their subscribers. Cisco Jasper plays a pivotal role in the type of services that Vivint can provide to their customers, including automated provisioning, usage trends analysis, monitoring device status and remotely troubleshooting issues to minimize downtime. As the business grows, the Control Center platform helps Vivint further control costs by optimizing the usage of different rate plans.
Vivint’s IoT-enabled security and automation solutions help create smarter, safer and more efficient homes
Vivint is about connecting people with what’s important to them—their homes, their loved ones and their valuable possessions. The company uses the Internet of Things to help protect these assets, give customers peace of mind, and save them money by providing home security, heating and cooling, lighting and other smart home automation solutions. Vivint is a leading provider of home automation and security services in North America with over 800,000 customers. Vivint’s devices can automatically adjust temperature settings, turn appliances on or off, or send a signal to the monitoring center in case of an emergency.
Even though the connected home business is thriving, Vivint believes the Internet of Things is still in its infancy. “ABI Research estimates the total number of smart households will grow to over seven million by 2016,” explains Jim Nye, Vice President of Product Management for Vivint. “At Vivint, we’re up to the challenge of connecting all of those different devices in a meaningful way to create a great experience for our customers, and we believe we can do that through our Cisco Jasper relationship.”
The key to Vivint’s success—the “secret sauce” as Nye describes it—is the excellent service and intimate relationship that the Vivint team builds with its customers. “At Vivint, we’re not just building gadgets. We’re all about creating an experience by bringing technology into people’s lives in a meaningful way,” explains Nye. “Our people are able to create a great experience for customers through monitoring and providing help when they need it.”
One of the ways Vivint uses Control Center is by tracking occupancy/vacancy patterns in the home: if a resident leaves to go to work during the day, or goes on vacation, Vivint can automatically adjust the temperature to save energy and reduce waste. At the same time, Vivint can lock all the doors and secure the home while the resident is away. Simplifying people’s lives while securing their homes and lowering their energy bills is key to why people stay with Vivint long term.
Nye credits Cisco Jasper with helping the Vivint team make a closer connection with the customer: “Control Center has really allowed us to provide world-class customer service and increase our revenue streams by adding new services and new products to our portfolio. Previously, we needed a more efficient way to manage our connected devices. With the Cisco Jasper platform, we’ve been able to manage our devices in a much more meaningful way, allowing us to better automate and protect our customers’ lives.”
Vivint began using the Control Center platform in 2010, and has since expanded its use to several business units within the company. The supply chain groups use Cisco Jasper APIs to automate the process of activating and provisioning devices, while technicians in the field rely on Control Center to check device connectivity and troubleshoot any issues.
“With the Cisco Jasper platform, we’re able to get insight into what’s going on in our customers’ homes like never before,” says Craig Pyle, Director of Product Management at Vivint. “Control Center allows us to actually see what’s happening on the network without having to roll a truck out to visit the customer.”
The ability to perform remote diagnostics has translated into tangible cost savings. Pyle estimates that each service call that requires an on-site technician visit costs the company more than $100. Now that diagnostics can be performed from behind the scenes through the Cisco Jasper platform, many incidents can be resolved without onsite visits, saving both time and money.
Control Center has also helped Vivint streamline its relationship with manufacturing partners and resolve issues involving device SIMs. Pyle recalls an incident where a manufacturer had inadvertently locked more than 1,000 SIMs during the testing process. In less than five minutes, Vivint’s team was able to get a list of SIMs, run it through the Control Center, get the unlock codes, and send the manufacturer a spreadsheet with all required information. “Previously, if we had to go manually through each SIM number, it would have taken hours,” adds Pyle.
As the business grows, Vivint is continually adding devices, and the Cisco Jasper platform helps the company control costs by optimizing the usage of different rate plans. “Control Center really helps us manage our business processes—from supply chain, to installation, to service and support,” says Pyle, “it effectively allows us to be more in control of our business.”
Control Center’s ease of use and intuitive interface made it easy to integrate the platform into Vivint’s operations in a matter of days. The team is always looking for new ways to incorporate services provided by Cisco Jasper to enhance their processes and make them more seamless and effective. Vivint believes that using Control Center with additional network carriers will help the company scale its business further.
“We would like more of our network partners to use the Control Center platform,” concludes Pyle. “Cisco Jasper has been a fantastic partner for us. They really understand our business and stay involved in helping us manage it more effectively.”