Company: Vivint, Provo, UT
Entry Submitted By: Method Communications
Company Description: Vivint is the leading home automation and services provider in North America, delivering simple, affordable home automation, solar and energy management solutions to over 570,000 customers in the U.S. and Canada. In 2011, Vivint's Full Home Automation and Advanced Security package received a Consumers Digest "Best Buy" rating.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Department of the Year

Nomination Title: Vivint Customer Service Department

Tell the story about what this nominated organization/department achieved since January 1 2011 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Vivint chooses to make customer service a top priority – from its personalized sales approach to its commitment to installing, servicing and monitoring all customers in-house. The company believes customer service is not only about improving satisfaction, but also ensuring that its customers feel safe and secure.

Vivint chooses a unique approach to providing award-winning service to its more than 575,000 customers. The company regularly introduces new training techniques, new technology, and new customer service and field service resources to its employees. Vivint’s in-house staff provides all ongoing technical and account support, guaranteeing customers continue to have the highest-quality experience possible, whether they have been with the company for 10 days or 10 years.

Vivint is known for its highly efficient and award-winning customer relationship management (CRM) initiatives. In the security industry, customer service is critical. Vivint provides an end-to-end automated field service management solution that addresses the area of appointment scheduling, mobility and customer communications. This initiative is designed to give customers more control over their entire service experience.

For example, when a customer requests a service technician, they can schedule and update the appointment via the Internet, text message or voice command. This approach ensures that the technician with the appropriate skills, parts and experience is always assigned to the right customer, thus improving customer convenience. With this automated system, Vivint can automatically generate customer appointment notifications and send post-service surveys to verify that the customer is satisfied. The solution puts the customer in control of how they communicate with Vivint and tremendously improves their experience.

Vivint also takes pride in their continued achievement in the following areas:

• Full Service Business Model Adaptation: Vivint provides the system requirements for excellent Field Service provision
• Low Customer Attrition Goals – Industry Standard Setting: Vivint maintains excellent service and the lowest customer cancellations in the industry.

Vivint’s award-winning customer service does not come without innovation and high-level ideals. The CRM initiatives prove that Vivint offers outstanding service with minimal touch points and transferred calls. Because of this approach, in 2011 Vivint achieved a 80 percent decrease in inbound call traffic in the scheduling department and a 12 percent increase in customer satisfaction surveys returned.

Vivint also goes above and beyond to ensure its call centers are providing a world-class customer experience on every call. Last year, Vivint was selected as one of International Customer Management Institute’s “Top 50 Call Centers for Customer Service.” ICMI’s Top 50 is a prestigious benchmarking program that hand-picked Vivint as 1 of 50 contact centers in North America to participate in setting a global standard for exceptional customer service.

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Provide a brief (up to 100 words) biography about the leader(s) of the nominated organization/department:

Under the leadership of Todd Pedersen, CEO and co-founder of Vivint, Inc., the company has evolved from a groundbreaking idea into one of the fastest-growing home management companies in North America with over 575,000 customers and 825 percent customer growth over the last five years. Not only has Todd built a multi-national company, but he has also created a unique company culture that builds employee morale and inspires unique philanthropy programs such as the company-wide Vivint Gives Back Project. Todd was named the Ernst & Young Entrepreneur of the Year in 2010 in the services category in the Utah Region.