When you need service, you shouldn’t have to wait. That’s why American Alarm has a field service team of more than 65 vans and licensed technicians on the road daily in New England.
Our field service team operates from four locations: Arlington, Worcester and Randolph, Massachusetts, and Windham, New Hampshire. The entire team is monitored and dispatched from our 24-Hour Security Command Center, where operators use GPS to track each team so they can always direct the closest available resources to handle a particular customer call.
GPS Directs Field Service Technicians to Help Customers in a Bind
With the touch of a button, operators at our 24-hour Security Command Center can call up a map showing the exact locations of all of our field service technicians across the region. “Not only do you see where they are, the system shows us who is at each location, and what they are working on,” said Maria Moretti, American Alarm’s Command Center Manager. “That way, if we get an urgent service call, we can not only find the closest person available to help, but also the technician with the particular expertise needed to respond.”
The GPS system proves useful in many ways, on a daily basis—often for routine service calls, but also for special situations where customers need help fast. For example, not long ago one of our customers in Boston had a security breech, the evidence of which was captured on their American Alarm digital video system. The security manager at the company wanted to burn a CD with images and data that documented the problem and hand it over to authorities immediately, but he was scheduled to fly out of town on business within the hour. In another case, a residential customer of ours was preparing to leave on a two-week vacation, when at the last moment he realized that he’d lost the key to his alarm panel and didn’t want to leave without it. In both cases, our Command Center team used the GPS capabilities to get the customers the help they needed right way. “It’s a great system, and it really helps us respond to urgent customer needs,” Moretti said.