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Applying Group Chats To Alarm-Event Management

Alex Flitton
May 15, 2018 9:45:56 AM

Stock Picture - Getting Phone Call

Monitoring providers have managed to get away without having to update event-management procedures for decades. "If it ain't broken, don't fix it," the saying goes. But, we thought, what if we were driving a stock Honda Civic and had all the resources to build a drag racer? We decided to find out.

As we contemplated ways to improve the monitoring process, a few key points came to mind:

  1. 92% of American adults own a cell phone and two thirds own a smartphone, whereas landlines are nearly obsolete.
  2. Texts have a 99% open rate, however, calls are ignored more and more

Once we knew these two facts, the solution became clear. As we developed our chat tool and tested it with subscribers, we quickly discovered six core benefits to communicating via text instead of traditional phone calls.

1. Decrease False Dispatches

Decrease False Dispatches

After implementing the chat tool on actual alarms, we discovered that better correlation between contacts on an account provides opportunities for someone 'in-the-know' to dismiss what they know to be a false alarm, even if they would have been the fourth contact down the list.

2. Faster Dispatching

Faster Dispatching

Even when contacts don’t respond to the alarm notification, dispatch gets sent after a predetermined time limit expires. This significantly reduces downtime and gets help out faster than through traditional calls.

3. Convenient Communication

Convenient Communication

Not everyone can take a call at any time. Communicating by text reaches subscribers even if they are unable to answer a call for some reason.

4. Simultaneous Alerts

Simultaneous Alerts

Since every contact gets notified at the same time, appropriate response can be made at a much quicker pace. In fact, events can be handled up to 90% faster than the traditional way.

5. Informed Decision-Making

Informed Decision Making

When all contacts have the opportunity to respond at the same time, each group member can provide unique insights into what’s going on. Perhaps Dave decided to work late and accidentally tripped the alarm.

6. High-Level Verification

High-Level Verification

Even if a burglar happens to get ahold of a subscriber’s cell phone, they still need to enter a verification passcode before dispatch is canceled. Better safe than sorry.

The Event Management Process With Secure Group Chats

You may be asking what the alarm-management process looks like with a chat tool in place. Really, not much changes, apart from how people communicate with the operator. Once an alarm goes off, each contact on an account gets sent a notification requesting them to enter a secure group chat. While there, they can cancel or request dispatch.

Each event is given a predetermined window of time to respond before dispatch is sent automatically. That time window can be chosen by the dealer or even on an individual basis by the subscriber. The operator does not see the conversation thread, but remains on standby for definitive action orders. This eliminates confusion and supports the operators' laser focus. 

Why You Can’t Afford To Not Offer AG Chat

The way humans communicate has already changed and continues to evolve as you read this paragraph. In order for security providers to stay relevant in the industry, they have to continually improve the quality of service and effectiveness of their products. Without updates and improvements, corporate giants like Amazon and Google will continue gain control of the market. 

What Is AG Chat?

For dealers who need wholesale security monitoring services, AG Chat comes with all new accounts

Learn More About AG Chat

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