Case Study: Brinks Home Security achieves a 10% call-to-messaging shift and 14-point CSAT gain with Quiq

Brinks Home Security™ Monitors and Responds to Changing Market Demands

Brinks Home Security, a leading U.S. home and commercial security provider with more than 1 million subscribers and a #1 J.D. Power ranking, needed to modernize customer contact because over 90% of interactions were phone-based and customers found calling inflexible. To give customers control over when and how they communicate, Brinks turned to Quiq and deployed Quiq’s multi-channel messaging platform, including inbound SMS/text, outbound notifications, and web chat.

With Quiq, Brinks converted 10% of inbound calls to messaging in five months and agents now handle 4–6 concurrent conversations, driving a 14‑point average increase in CSAT, a 10% survey completion rate (a 60% lift over traditional channels), and staffing savings. Messaging growth has ranged month-over-month from 135% to 329%, and Brinks is on track to reach a 20% messaging adoption target while extending Quiq integration into IVR and rolling out automated SMS notifications.

Brinks Home Security

Mike Parish

Senior Manager Customer Experience & Service Design