With Blitzz's app-free video support, Guardian Protection now resolves 93% of issues through Virtual Appointments, eliminating unnecessary service calls and providing faster support. The average appointment time is just 24 minutes.
Guardian Protection is a premier provider of smart security and automation solutions for residential, commercial, institutional, and multi-site customers. Founded in 1950, Guardian Protection is consistently ranked as one of the top 10 security companies in the U.S. and is the first company in history to be recognized twice as Security Company of the Year. With more than 250,000 residential customers, Guardian Protection is trusted by hundreds of thousands for award-winning monitoring services and in-house, U.S.-based customer care.
As one of the nation's largest and most highly regarded security companies, Guardian Protection is committed to keeping customers safe and protected. However, their traditional service model for resolving security system issues created significant challenges:
Guardian Protection needed a solution that would enable their customer care agents to visually assess security systems remotely, guide customers through troubleshooting, and reserve truck rolls for situations where an on-site presence was genuinely necessary.
Guardian Protection selected Blitzz Concierge—an app-free mobile video platform—to launch Virtual Appointments, a new service offering for the majority of its 250,000+ residential customers.
Key features utilized by Guardian Protection:
The implementation process was seamless: Guardian Protection launched Virtual Appointments to customers in September 2023, with agents and customers able to connect easily via smartphone without any app downloads or complex setup.
Guardian Protection's work is extremely important as they are responsible for keeping their customers safe and protected. With our live, app-free video support, they can simplify security system maintenance and troubleshooting, to the delight of their customers.
— Rama Sreenivasan, Founder and CEO of Blitzz
Blitzz has been a great asset in supporting our goal to provide outstanding care to our customers. They need not take off work or bear the potential cost of an on-site service call. We simply schedule a 30-minute appointment that is convenient. Appointments are averaging 24 minutes in length, and 93 percent of issues are successfully resolved.
By leveraging Blitzz Concierge for Virtual Appointments, Guardian Protection transformed its customer service approach, leading to measurable improvements in efficiency, cost savings, and customer experience:
Key Success Metrics
| Metric | Before Blitzz | After Blitzz (Impact) |
Value Proposition |
| Issue Resolution Rate | Lower resolution via phone support | 93% resolved through Virtual Appointments | Visual assessment enables accurate diagnosis and remote fixes, dramatically reducing unnecessary truck rolls. |
| Service Call Costs | High costs for on-site technician visits | Significantly reduced | Virtual Appointments eliminate the expense of truck rolls for the vast majority of customer issues. |
| Average Service Time | Days to schedule and complete on-site visits | 24-minute Virtual Appointments | Customers receive immediate support without waiting for scheduled technician visits. |
| Customer Convenience | Customers are required to take time off work | No time off needed | Virtual Appointments can be scheduled at convenient times without disrupting customers' daily schedules. |
| Technician Resource Optimization | Technicians dispatched for simple issues | Available for complex work | Field technicians can focus on installations and repairs requiring on-site expertise, improving overall service capacity. |
| Customer Adoption | N/A | Exceeded adoption goals | A high acceptance rate demonstrates strong customer satisfaction with the Virtual Appointment option. |
By integrating Blitzz Concierge into its customer support operations, Guardian Protection eliminated the time and cost barriers associated with traditional on-site service calls. Customer care agents can now see exactly what customers see in their homes, enabling instant, accurate assistance that resolves 93% of issues remotely in an average of just 24 minutes.
This transformation has allowed Guardian Protection to strengthen its customer relationships, reduce operational costs, optimize technician deployment, and uphold its 70+ year legacy of exceptional customer care. Virtual Appointments have become an essential tool in Guardian Protection's mission to keep customers safe and protected while delivering outstanding service, convenience, and efficiency.