How ADT’s remote services are empowering customers and supporting smarter homes

What does a company built on in-home security installations do when a global pandemic makes home visits impossible? If you're ADT, you adapt by launching a suite of remote services - an innovation born of necessity that's continued to grow and reshape customers' relationships with their security and smart home systems.

From necessity to a new normal

In the late 2010s, ADT began offering remote installation kits, empowering customers to set up systems on their own. This innovation reduced wait times and gave users greater control over their home security.

When COVID-19 hit, it exponentially accelerated the need for even more remote solutions. "We had to figure out how to get to customers' homes without actually being there," recalls Ben Clark, Senior Director of Virtual Product Support at ADT. "What started as a convenience quickly became a necessity."

Customers' homes have opened back up, but ADT's suite of remote installation and maintenance services continues to grow in popularity. No longer just the guardian of doors and windows, ADT is now a facilitator of smarter, more connected living environments. Its remote services are emblematic of this evolution and are underpinned by a deeper shift in company philosophy: meeting busy customers on their terms and on their schedules.

The remote assistance revolution

In the face of the pandemic, ADT launched a comprehensive remote service program called Visual Remote Assistance (built on a secure and established conferencing platform licensed through Salesforce). This technology allows technicians to view what customers are seeing in real-time through their smartphone cameras, effectively turning homeowners into the "hands" of ADT's technicians.

With the technology in place, ADT committed to providing same-day or next-day service. Recognizing that traditional business hours didn't suit everyone, they extended support from 8 a.m. to 11:30 p.m. ET, offering 30-minute appointment windows.

"We can now solve many issues without dispatching trucks, improving efficiency and customer satisfaction," says Jesse Coomber, ADT's Vice President of Operations. "And it has boosted customer satisfaction scores by significant margins, with some cases showing improvements of up to 1,000 basis points."

"We're meeting customers on their schedules, not ours," Clark adds. "And we're finding that instead of stepping out of the way and letting the technician do the job, people are enjoying collaborating and learning more about how their systems work, so they can fix smaller things themselves in the future."

By the end of 2024, ADT's Remote Assistance team had supported more than three million customers since its inception and now accounts for more than half of all service requests. This includes assisting customers purchasing ADT's Self Setup products who would like help during the installation process.

ADT Wifi Fix: From defense to offense

Another leap forward in innovative customer service is ADT's Wifi Fix app. As Wi-Fi-dependent devices proliferate through homes, connectivity issues have become an all-too-common headache. However, at the beginning of a service call, it is not always clear if connectivity is the culprit.

"When we started, Wi-Fi troubles made up about 30% of our service tickets," Coomber says. "We needed a way to objectively determine if it was simply a Wi-Fi issue before arranging for a technician."

Initially used as a defensive tool to diagnose Wi-Fi issues, the app has evolved into a proactive service. "The app now analyzes everything from router strength to device compatibility, often resolving issues before they cause any problems for the customer," Clark says.

The app helps ADT differentiate between issues on the customer's side and potential ADT-related problems, leading to fewer truck rolls and more efficient service. And the Wifi Fix app isn't limited to ADT users; it's available for free to help diagnose any in-home connectivity challenges.

Building the integrated smart home ecosystem

"Customers want an integrated smart home experience. They just aren't always sure how to get there," Clark says. "And they don't want to juggle multiple apps or devices that don't communicate with each other."

ADT is responding to that desire and positioning itself as a trusted partner in crafting a fully integrated smart home ecosystem. By offering smart home consultations to strategically enhance the user experience - including supplying mesh Wi-Fi routers to improve household connectivity for a variety of devices - ADT is proactively working to make customers' smart homes more connected and fully optimized.

As a Google partner, Google Nest devices seamlessly integrate into the ADT+ security system. And the ADT+ platform supports Matter and Z-Wave protocols, allowing integration with a wide range of smart home devices from brands such as Amazon, Apple, Netgear and more.

"We're helping our customers create a smooth experience where security systems, cameras and smart home gadgets function as one cohesive unit," Coomber says.

This not only simplifies the user experience but also lays the groundwork for sophisticated AI-driven features. Imagine a home where your security system understands your needs and makes intelligent recommendations or adjustments to your lights and thermostat.

"That's where we're headed - AI and connectivity working together to create the ultimate smart home that's attuned to your wishes," Clark says.

A culture driving innovation

A dynamic corporate culture reinforces these technological advancements and embraces experimentation. Recently, new talent from leading tech firms has infused additional energy into the organization.

"We're adding fuel to the fire," Clark says. "The cross-pollination of ideas is evident in the rapid scaling of services that were mere concepts a few years ago."

ADT's transformation is more than a business strategy; it's a response to evolving customer expectations in an increasingly connected world.

"We're redefining what service means in the modern age," Clark says. "It's about being proactive, flexible and integrated. We're not just keeping homes safe; we're making them intelligent - on your terms."

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