Inside Protection 1’s Big Data Push
Learn how national security systems integrator Protection 1 uses advanced analytics at home and in the field to maintain a market advantage.
Protection 1 CEO Tim Whall takes a hands-on approach by circulating at Protection 1 call centers and going into the field with reps and techs.
“Our goal [when I got here] was how do we make this much more of a full-service line, and if you take a look at the priorities and focus early on it was, let’s tighten down the service, the delivery to our customers,” Whall says.
“Once we got the service dialed in, it was being able to respond if you needed a technician out to your site we just ask you when would you like us to come, and we go. Don Young put some tools together so you could get a quick email or text saying, ‘Hey, your call’s been scheduled, the technician is Joe Smith, here’s what his background is like, here’s a picture of him’ and they can hit a tracker like FedEx and see how we’re doing.”
Getting to that level of customer service means having the resources and innovation within your own firm to make it happen each and every time. That’s involved years of examining and improving upon the organization’s internal structure to the point where one could look at Protection 1’s own data and it seems Big Brother-ish; on the other hand, it’s a shining example of how one company is benefiting from the power of information.
It also affords Protection 1 an acute look into how other companies could profit by thinking about data analysis in ways it has not considered as well as in manners it could not handle without the technology systems and expertise of a professional integrator.
“I don’t think anybody measures things like we measure,” says Whall. “I’ve been in a lot of companies, and the ability to get the data that you want to look at is what’s impressive and really when you talk about analytics that’s what you’re talking about. Do I know right now on my computer who the oldest customer waiting for a service call is? Yes or no, and I do. Do I know right now, yesterday how many people got put on hold? And I do. Do I know how many people yesterday got transferred, so [I know] the first operator couldn’t handle the issue? Do I know how many calls my guys went out and serviced and fixed the very first time they were there without having to go back? We know that. Do I know of the 480 minutes you worked yesterday how many minutes you were actually sitting at your desk, how many events did you have to handle, how efficient were you at handling those events and how much dead time did you have?
“These things we all see every day, and our CIO has the ability to grab this data, allow us to measure it, and of course what we’ve done is turn it around and made it so we’re able to provide great benefits-to actually see the information, see the transactions, accumulate the transactions and write the what-ifs. What is that? It’s the ability to see exactly what you want to see to make decisions, and that’s why I say with data, are you just reading data or are you looking at things where you can make decisions that as a result of it you’re going to manage a better business?”
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