Alertis use case: operational excellence paired with customer intimacy

How Alertis boosted their customer engagement, enabled automated administrative support and provided easy access to product and service information with the Service Enablement solution.

Customer profile

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 excellent services including personalised customer service and IoT-based monitoring. After reaching operational excellence, maintaining a positive relationship with their customers and further optimising administrative customer support became an ultimate challenge.

The solution

In one twintag per service item we pulled together manuals, certificates, maintenance history and contracts, technical cards and invoices to ensure easier product information and better customer engagement. By simply scanning a QR code, customers now can contact their support team, see their contact details, request interventions and consult FAQ when possible.

Our Service Enablement solution provided a substantial added value by offering differentiated, more relevant information to distinct personas (customer, technician, installer) making it more customer-centric than a traditional customer portal.

Alertis team is managing Twintag solution autonomously using Admin portal and integrations with their internal systems. They are continuously exploring new feature ideas and together we incrementally deliver more value to different stakeholders by extending the solution in a smart way.

Key features and capabilities

Leverage ready-made components where possible and request full customisation when and where necessary. Built on a scalable architecture, the Twintag Platform is adapted to meet customers' current and future business needs.

Consumer data stored safely in one place (language, geo, type of product in possession, twintag scans and sharing). Irrespective of the location, connected products provide companies with product-relevant data and new insights into consumer behavior, preferences and interactions. With improved aggregation of consumer data, companies can adapt their marketing strategies and identify business opportunities across industries.

Manage solution via Twintag Admin:

  • generate new twintags and monitor consumption
  • maintain and manage your data
  • update content
  • create automation scenarios
  • add new languages

All of this can be done on any device and without any coding skills required.

Key features and capabilities

Leverage ready-made components where possible and request full customisation when and where necessary. Built on a scalable architecture, the Twintag Platform is adapted to meet customers' current and future business needs.

Consumer data stored safely in one place (language, geo, type of product in possession, twintag scans and sharing). Irrespective of the location, connected products provide companies with product-relevant data and new insights into consumer behavior, preferences and interactions. With improved aggregation of consumer data, companies can adapt their marketing strategies and identify business opportunities across industries.

Manage solution via Twintag Admin:

  • generate new twintags and monitor consumption
  • maintain and manage your data
  • update content
  • create automation scenarios
  • add new languages

All of this can be done on any device and without any coding skills required.

Highlights and results

Block Quote

After implementing the Service Enablement solution, Alertis boosted their customer engagement, enabled automated administrative support and provided easy access to product and service information. By scanning twintags on their fire panels, Alertis customers now get instant access to the single-page responsive web app, which allows them to see the maintenance history, book further appointments and request a maintenance contract.

In the first eight months of the solution rollout, Alertis tagged 4500 installations and received 14,5k scans on their products. Built on a scalable user-friendly architecture, the Twintag Platform is adapted to meet customers' current and future business needs. Currently, we are already working on expanding the functionalities of the Service Enablement solution, such as:

  • enabling technicians to upload the pictures of their installations
  • digitizing fire panel log 
  • enabling technicians to place a service order straight from the UI

Check out more success stories from our clients here: https://twintag.com/customer-stories 

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