Case Study: Vivint Smart Home Arena achieves 50% higher employee engagement and 37% faster time to service with ServiceMax

Vivint Smart Home Solves the Field Communication Conundrum

Vivint Smart Home, a Utah-based smart‑home services provider serving more than 1 million customers, was struggling with fragmented communication across its 1,000+ field technicians. Relying on email, phone calls and consumer messaging apps left managers with little visibility or confirmation that messages were received, trapped tribal knowledge in disparate threads, and hurt engagement and service responsiveness.

Vivint piloted and rolled out the Zinc mobile communication platform—group and broadcast messaging, voice/video, location and read receipts—on company iPads and iPhones and integrated it into its field tech ecosystem. The intuitive rollout improved collaboration, training and accountability, drove a 50% increase in employee engagement, cut time to service by 37%, pushed field NPS into the 80s, and reduced service returns and install rework by double‑digit percentages.

Vivint Smart Home Arena

Brett Barborka

Director of Field Service