Case Study: Verisure reduces customer care handling time by 25% with Appian

Verisure - Customer Case Study

Verisure, through Securitas Direct by Verisure, needed a way to give its business operations teams more autonomy and improve customer care response times. The company turned to Appian, with Capgemini proposing a case management solution to help handle high volumes of customer information spread across multiple systems.

Using Appian, Verisure gained a 360-degree view of customer data by integrating information from different systems. The solution delivered a 25% reduction in average customer care agent handling time compared with the legacy application, while also making integrations, proofs of concept, and pilots faster and easier to implement.

Verisure

David Carrasco

Head of BPM & Low-Code Development