Alertis
Belgian Fire Safety and Security provider tagged its installations to elevate customer engagement, automate administrative support, and facilitate seamless access to product and service information.
The project
The customer
Alertis is a market leader in the Belgian Fire Safety and Security market. Every year, they put more than 1.000 technological safety installations into service. They have 6.700 active installations under contract with specific SLAs and approximately 19.000 installations in various markets. The company provides services including personalized customer service and loT-based monitoring.
Challenges
After achieving operational excellence in Field Services and Engineering, the challenge shifted towards sustaining a positive rapport with customers. This entailed the development of a seamless digital experience for each installation, optimization of administrative customer support, and continued customer satisfaction.
Simple, yet powerful solution
How to get started
Stickers with empty twintags are printed.
Alertis' installers affix these stickers onto fire panels, scan them, and input service article numbers.
Our platform, already integrated with Alertis' CRM, uploads the rest of the customer and fire panel data, enabling relevant workflows.
From production line to market
Simple, yet powerful solution
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Streamlined access to information
Seamless customer support
What was this process like:
Results and impact
Operational efficiency boost
4500 installations were already tagged to streamline operations, simplify product, and installation management, and enhance responsiveness in customer service and technician support.
Increased customer engagement
The QR code-enabled interaction with Twintag elevates customer engagement. Quick access to support, interventions, and FAQs fosters a positive customer relationship.
Tailored digital experience
Scanning the 'twintag' tailors information based on the user — be it a customer, technician, or installer. This customized approach enhances the overall digital experience and makes sure the information presented is always relevant to the one scanning.
“Just a year ago we were still printing installation and usage manuals for each fire panel. But after two days of having twintags these piles of paper were gone. Also, our support team does not get as many calls with questions that now can be answered by scanning the QR code. Instead, they can focus on seriously important questions that need human supervision.”
“One of a kind service”
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“The best service”
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“An amazing service”
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One digital ID.
Countless opportunities.
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