& Mavenoid

Frontpoint Uses Mavenoid to Improve Customer Satisfaction, Reduce Costs, and Streamline Operations

Frontpoint has been a pioneer in the DIY home security space since 2007, offering customers' reliable and easy-to-install home security and smart home solutions.
The Mavenoid Effect
  • 40% resolution rate for IVR-initiated self-service
  • Over 2,000 Frontpoint radios upgraded from 3G to 4G

The Challenge: Delivering Faster, Better, and More Informative Troubleshooting 

Customer service is at the heart of Frontpoint’s brand, and the company prides itself on delivering an exceptional customer experience. Whether it’s billing, technical support, or any other kind of inquiry, Frontpoint’s support team goes the extra mile to ensure customer satisfaction. As a leading brand in home security, Frontpoint also sets trends in the industry by offering customers more resources and options to install and manage their system independently. Frontpoint is an industry leader in enabling customers to set up their system, breaking away from the traditional home security model of sending technicians to customers' homes to set up equipment and resolve issues.

As an innovator, Frontpoint has consistently sought new ways to avoid lengthy phone calls, emails, and manual steps to provide troubleshooting assistance. Those outdated methods could lead to frustration and dissatisfaction among customers, and Frontpoint needed a better solution that could help customers solve problems faster and easier, while also educating them about their system and how it works.

"Mavenoid and the Mavenoid team have helped in the digital transformation of our support experience. Not only has the software enabled the creation of customer-centric support workflows, but it has enabled the team to quickly develop guides that help the customer with troubleshooting. From a collaboration perspective, they have partnered with us on developing solutions for complex problems that have also improved the use of the software. Their focus on customer satisfaction and customer resolution, vs. just deflecting contacts, is completely aligned with our objective in delivering the best possible customer outcome."
Derek Carder
Chief Operating Officer

The Solution: Empowering Customers to Troubleshoot Their Equipment with Self-Service Diagnostic Flows

Frontpoint decided to start using Mavenoid as a way to enhance its customer experience and reduce the pressure on their support team. Right from the start, the team was impressed by the simplicity and versatility of Mavenoid. With Mavenoid, Frontpoint was able to create self-service support flows that help customers install, use, and troubleshoot their systems without having to call for or email support. This not only saves time and money for Frontpoint, but also increases customer confidence and loyalty by making customers feel more comfortable and satisfied with their support systems. 

Frontpoint also realized that it had a unique opportunity to leverage Mavenoid for its outreach campaigns as well. One of the challenges that Frontpoint faced was upgrading the cellular radios in the security systems of its existing customers, who had outdated 3G devices that were no longer supported by the network. This was a critical issue, as it affected the communication and functionality of the system. Prior to Mavenoid, Frontpoint had tried to reach out to these customers through various channels, such as phone calls, emails, and texts, but these channels had a low response rate. Many customers either ignored the messages, forgot about the system, or were not aware of the urgency of the upgrade.

Frontpoint decided to use Mavenoid as a way to create a more engaging and effective campaign that could educate customers about the importance of the upgrade, guide them through the process of requesting and installing the new radio, and troubleshoot any issues that might arise along the way. The Frontpoint team included the Mavenoid link in its emails to customers, and was able to increase the conversion rate of the upgrade campaign, reduce the number of support calls, and ultimately ensure that customers had a reliable and secure system.

Additionally, Frontpoint is working to integrate Mavenoid with its e-commerce platform so that prospective customers can easily build the home security system that fits their needs. The integration will also give customers the option to checkout with or without assistance from one of Frontpoint’s top-notch sales agents. Frontpoint aims to use Mavenoid in many different parts of the business, such as billing, marketing, sales, and fulfillment. The company believes that Mavenoid will enable Frontpoint to create more innovative and effective solutions for its customers, while also saving time and resources for its team by streamlining processes, improving customer satisfaction, and increasing revenue.

Key Features Implemented

Al-guided self-service troubleshooting

Step-by-step upgrade & installation instructions

IVR integration

Learn More:
Watch the Webinar

Join Frontpoint’s Chief Operating Officer, Derek Carder, to learn how Frontpoint is using Mavenoid’s AI-powered customer support tools to provide its customers with a personalized customer experience that increases self-service resolution rates.

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