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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

Streamlined access to information

With a single scan of the 'twintag,' customers and technicians can now access a comprehensive range of information, including certificates, manuals, maintenance history, and technical logs.

Seamless customer support

By scanning the QR code, customers effortlessly connect with the support team, check contact details, request interventions, and consult the FAQ directly. 

How to get started

1

Stickers with empty twintags are printed.

2

Alertis' installers affix these stickers onto fire panels, scan them, and input service article numbers.

3

Our platform, already integrated with Alertis' CRM, uploads the rest of the customer and fire panel data, enabling relevant workflows.

the process

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.”

Jasper Snoeck
COO at Alertis
Team Member - Elements Webflow Library - BRIX Templates
Google - Elements Webflow Library - BRIX Templates

“One of a kind service”

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Sophie Moore
VP of Design at Google
Team Member - Elements Webflow Library - BRIX Templates
YouTube - Elements Webflow Library - BRIX Templates

“The best service”

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Matt Cannon
Developer at YouTube
Team Member - Elements Webflow Library - BRIX Templates
Pinterest - Elements Webflow Library - BRIX Templates

“An amazing service”

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John Carter
Designer at Pinterest

One digital ID. 
Countless opportunities.