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Service visits are costly. Here’s how ADT reduced them by 40%. - Salesforce.com
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500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-snow bg-opacity"> </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-center col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-80-top-lg " alt="" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/customer-stories/adt/adt-security-services-logo.png"/> </div> </div> <div class="headingComponent parbase section"> <h1 id="service-visits-are-costly-heres-how-adt-reduced-them-by-40" class=" avantgarde-l text-stratus text-left avant-garde-demi col-md-12 col-lg-12 margin-20-top-lg margin-60-top-sm margin-40-top-xs margin-10-bottom-lg " style="; "> <span class=" header-text "> Service visits are costly. Here’s how ADT reduced them by 40%. </span> </h1> </div> <div class="headingComponent parbase section"> <h2 id="see-how-virtual-service-is-helping-make-customers-lives-easier-and-more-efficient" class=" h3 text-stratus text-left salesforce-sans-bold margin-10-bottom-lg margin-20-bottom-xs " style="; "> <span class=" header-text "> See how virtual service is helping make customers’ lives easier and more efficient. </span> </h2> </div> <div class="spacerComponent parbase section"><div class="spacer hidden-xs" style="height:50px;"></div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-snow bg-opacity"> </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="bodyCopyComponent parbase section"><div class="margin--30-top-lg margin-0-top-xs margin-60-right-lg margin-0-right-md margin-10-bottom-lg text-size-default line-height-32 "> <p>Growing your business while reducing costs may seem like a tall order. But with the right tools and strategies, you can see results as eye-catching as ADT’s — a 62% decrease in maintenance and development costs, plus 1 million truck rolls avoided in a year.</p> <p>ADT has been a pioneer in the security industry since 1874, beginning with a telegraph-based call box connected to a few dozen homes. Today, it’s traded call boxes for smart home security systems that detect, score, and report common household threats like fire, carbon monoxide, flood and intrusion automatically.</p> <p>Customer preferences have changed too. They expect fast service, especially for small issues, like “My window sensor isn’t working properly.” ADT responded with an innovative way to help customers troubleshoot issues or install new products quickly and on their own: the Virtual Assistance Program.</p> <p>Virtual assistance helped ADT to:</p> <ul class="enhanced-unordered-list"> <li>Shift approximately 40% of service volume to virtual channels</li> <li>Resolve 80% of virtual service appointments without dispatching a truck<br /> </li> </ul> <p>“Within the first year of the program, we avoided 1 million truck rolls,” Don Young, ADT Chief Operating Officer, said. “The customers love being satisfied instantly with that virtual experience, and they love being empowered to solve problems themselves.”</p> <p>Behind the scenes, Young and his teams use Salesforce to help power these experiences. Here’s a closer look at the strategy the company has used for its accomplishments so far.</p> </div> </div> <div class="headingComponent parbase section"> <div id="table-of-contents" class=" avantgarde-m text-stratus text-left avant-garde-demi col-lg-11 margin-40-top-lg margin-20-top-xs margin-10-bottom-lg " style="; "> <span class=" header-text "> Table of Contents </span> </div> </div> <div class="bodyCopyComponent parbase section"><div class=" text-size-default line-height-32 "> <a href="#step1">1. Save customer time and improve satisfaction by shifting approximately 40% of service volume to virtual channels.</a> </div> </div> <div class="bodyCopyComponent parbase section"><div class=" text-size-default line-height-32 "> <a href="#step2">2. Reduce costs and emissions by eliminating 1 million truck rolls.</a> </div> </div> <div class="bodyCopyComponent parbase section"><div class=" text-size-default line-height-32 "> <a href="#step3">3. Enhance the employee experience with automation and self-service.</a> </div> </div> <div class="bodyCopyComponent parbase section"><div class=" text-size-default line-height-32 "> <a href="#step4">4. Grow your subscriber base by customizing your sales pitch.</a> </div> </div> <div class="bodyCopyComponent parbase section"><div class=" text-size-default line-height-32 "> <p><a href="#step5">5. Reduce costs and empower employees with connected systems.</a></p> <p> </p> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-top-lg margin-40-bottom-lg column-container-component"> <div class="bg-rain bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="headingComponent parbase section"> <h2 id="step1" class=" avantgarde-m text-stratus text-left avant-garde-demi col-lg-11 margin-30-top-lg margin-10-top-xs margin-10-bottom-lg margin-10-bottom-xs " style="; "> <span class=" header-text "> "The biggest thing that ADT is focused on is empowering our customers to protect and connect what matters most through safe, smart and sustainable solutions." </span> </h2> </div> <div class="headingComponent parbase section"> <div id="step1" class=" avantgarde-medium text-stratus text-left avant-garde-demi col-lg-11 margin-0-top-lg margin-10-top-xs margin-0-bottom-lg margin-10-bottom-xs " style="; "> <span class=" header-text "> Sam Jaddi </span> </div> </div> <div class="bodyCopyComponent parbase section"><div class=" text-size-default line-height-default "> <p>SVP & CIO</p> <p> </p> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-top-lg margin-20-top-xs column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <h2 id="step1" class=" avantgarde-m text-stratus text-left avant-garde-demi col-lg-11 margin-30-top-lg margin-10-top-xs margin-10-bottom-lg margin-10-bottom-xs " style="; "> <span class=" header-text "> 1. Save time and deliver customer satisfaction by shifting 40% of service volume to virtual channels. </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-32 "> <p>Whenever customers called about a problem with their smart home security system, service agents would have to schedule a four-hour window for a technician to visit their home. If the problem required part replacements, it could take multiple days — and truck rolls — for their system to resume normal function.</p> <p>Today, there are simpler solutions. Powered by <a href="/products/service-cloud/features/visual-remote-assistant/" target="_blank">Service Cloud Visual Remote Assistant (VRA)</a>, ADT Virtual Assistance lets customers troubleshoot issues or install new products in as little as 30 minutes with live video guidance. Here’s how it works:</p> <ul class="enhanced-unordered-list"> <li>A customer receives a new doorbell camera from ADT</li> <li>Through the ADT app on their smartphone, the customer schedules a 30-minute virtual installation appointment</li> <li>When it’s time for the appointment, a security advisor walks the customer through installation steps using two-way video</li> <li>The security advisor lets the customer know of relevant product offers and upgrades before closing the case</li> </ul> <p>If the customer request requires a field service technician, ADT uses the information gathered from the virtual appointment to ensure the technician has the right knowledge and equipment to solve the problem in a single visit. So far, 40% of all service appointments have become virtual — that’s around 4,000 per day. Approximately 80% of those cases are resolved without dispatching a truck.</p> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" hidden-xs columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <h2 id="share-story" class=" h3 text-stratus text-left salesforce-sans-bold margin--30-top-lg margin-0-top-xs margin-10-bottom-lg " style="; "> <span class=" header-text "> Share Story </span> </h2> </div> <div class="socialMediaSharingComponent section"> <div> <div class="share-icon-row margin-10-bottom-lg"> <div class="share-icon"> <a target="_blank" href="https://www.facebook.com/sharer/sharer.php?u=https://www.salesforce.com/resources/customer-stories/adt-reduced-customer-service-cost/" title="Facebook" alt="Facebook"> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/facebook-day.svg?version=202511" alt="Facebook" class="lazy text-salesforce-gray salesforce-social-icon " src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif"/> </a> </div> <div class="share-icon"> <a class="twitter" target="_blank" href="https://twitter.com/intent/tweet?url=https://www.salesforce.com/resources/customer-stories/adt-reduced-customer-service-cost/&text=&via=salesforce" title="Twitter" alt="Twitter" data-pagetitle="Service visits are costly. Here’s how ADT reduced them by 40%."> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/twitter-day.svg?version=202511" alt="Twitter" class="lazy text-salesforce-gray salesforce-social-icon " src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif"/> </a> </div> <div class="share-icon"> <a target="_blank" href="https://www.linkedin.com/cws/share?url=https://www.salesforce.com/resources/customer-stories/adt-reduced-customer-service-cost/" title="LinkedIn" alt="LinkedIn"> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/linkedin-day.svg?version=202511" alt="LinkedIn" class="lazy text-salesforce-gray salesforce-social-icon " src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif"/> </a> </div> </div> </div> </div> <div class="barComponent parbase section"><div class="margin-20-top-lg margin-20-bottom-lg bg-karl-the-fog bar-align-center " style="height:2px;width:100%;"></div> </div> <div class="headingComponent parbase section"> <h2 id="products-used" class=" h3 text-stratus text-left salesforce-sans-bold " style="; 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"> <svg style="background:url('/content/dam/web/global/icons/product/integration-day.svg?version=1740113987830') no-repeat;" class="salesforce-icon cloud-icon-all " aria-hidden="true" alt=""> </svg> <span class=" header-text head-text "> </span> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="buttonCTAComponent parbase section"> <div class="margin-20-top-lg margin-0-top-sm text-left "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-content-replacement-close-color="sfdc-swap-button-day" href="/products/integration/overview/"> <span> MuleSoft <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"><div class="headingComponent parbase section"> <div class=" h2 text-night text-center salesforce-sans-regular hidden-xs margin-10-top-lg margin-0-top-sm margin--10-bottom-sm " style="; 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"> <svg style="background:url('/content/dam/web/global/icons/product/sales-day.svg?version=1740113987852') no-repeat;" class="salesforce-icon cloud-icon-all " aria-hidden="true" alt=""> </svg> <span class=" header-text head-text "> </span> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="buttonCTAComponent parbase section"> <div class="margin-20-top-lg margin-0-top-sm text-left "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-content-replacement-close-color="sfdc-swap-button-day" href="https://www.salesforce.com/products/sales/"> <span> Sales Cloud <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"><div class="headingComponent parbase section"> <div class=" h2 text-night text-center salesforce-sans-regular hidden-xs margin-10-top-lg margin-0-top-sm margin--10-bottom-sm " style="; "> <svg style="background:url('/content/dam/web/global/icons/product/partner-day.svg?version=1740113987864') no-repeat;" class="salesforce-icon cloud-icon-all " aria-hidden="true" alt=""> </svg> <span class=" header-text head-text "> </span> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="buttonCTAComponent parbase section"> <div class="margin-20-top-lg margin-0-top-sm text-left "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-content-replacement-close-color="sfdc-swap-button-day" href="/partners/"> <span> Partners <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"><div class="headingComponent parbase section"> <div class=" h2 text-night text-center salesforce-sans-regular hidden-xs margin-10-top-lg margin-0-top-sm margin--10-bottom-sm " style="; "> <svg style="background:url('/content/dam/web/global/icons/product/success-day.svg?version=1740113987878') no-repeat;" class="salesforce-icon cloud-icon-all " aria-hidden="true" alt=""> </svg> <span class=" header-text head-text "> </span> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="buttonCTAComponent parbase section"> <div class="margin-20-top-lg margin-0-top-sm text-left "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-content-replacement-close-color="sfdc-swap-button-day" href="/services/success-plans/overview/signature-success-plans/"> <span> Signature Success <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" hidden-xs columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <div id="related-content" class=" h3 text-stratus text-left salesforce-sans-bold margin-30-top-lg " style="; "> <span class=" header-text "> Related Content </span> </div> </div> <div class="barComponent parbase section"><div class="margin-20-top-lg margin-20-bottom-lg bg-karl-the-fog bar-align-center " style="height:2px;width:100%;"></div> </div> <div class="cardComponent parbase section"> <div class="thumbnail bg-snow "> <div class="thumbnail-content thumbnail-linked" data-href="/resources/customer-stories/ge-appliances-virtual-proactive-service/?d=cta-body-promo-566" data-new-window="true"> <a href="/resources/customer-stories/ge-appliances-virtual-proactive-service/?d=cta-body-promo-566" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs" target="_blank"></a> <div class="graphic hidden-xs hidden-sm hidden-md hidden-lg"> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="Far from customers? 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style="; "> <span class=" header-text "> Learn how to drive growth and cut costs with automation. </span> </p> </div> </div> <div class="card-overlay-container"> <a class="screen-reader-text" href="/form/industries/media/omdia-automation-report/">Learn how to drive growth and cut costs with automation.</a> </div> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-snow bg-opacity"> </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" removeGutters columns-wrapper container-fluid margin-20-top-lg margin-20-bottom-lg column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-6 col-lg-6"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" removeGutters columns-wrapper container-fluid column-container-component"> <div class="bg-cirrus bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="metricComponent parbase section"><div class="metric center-div text-snow metric-lg margin-30-top-lg margin-10-bottom-lg "> <p class="value text-center">40<span class="symbol-trailing">%</span></p> </div> </div> <div class="headingComponent parbase section"> <p id="of-service-appointments-are-virtual" class=" h4 text-snow text-center salesforce-sans-bold margin-10-top-lg margin-30-right-lg margin-40-bottom-lg margin-30-left-lg " style="; "> <span class=" header-text "> of service appointments are virtual </span> </p> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-12 col-md-6 col-lg-6"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" removeGutters columns-wrapper container-fluid column-container-component"> <div class="bg-rain bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-center col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="metricComponent parbase section"><div class="metric center-div text-stratus metric-lg margin-30-top-lg margin-10-bottom-lg "> <p class="value text-center">80<span class="symbol-trailing">%</span></p> </div> </div> <div class="headingComponent parbase section"> <div class="text-center"> <p id="of-virtual-service-appointments-resolved-without-dispatching-a-truck" class=" h4 text-stratus text-center salesforce-sans-bold margin-10-top-lg margin-30-right-lg margin-20-bottom-lg margin-30-left-lg " style="; float: none;display: inline-block"> <span class=" header-text "> of virtual service appointments resolved without dispatching a truck </span> </p> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-32 "> <p>“We found that first-time resolution became higher because we had the right part at the right time,” said Sam Jaddi, Senior Vice President and Chief Information Officer. “The initial virtual appointment allowed us to know exactly where the challenge was.”</p> <p> </p> <p> </p> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-bottom-lg column-container-component"> <div class="bg-default 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parbase section"> <div class="margin-20-top-lg margin-0-top-sm text-center "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-content-replacement-close-color="sfdc-swap-button-day" href="/products/service-cloud/features/visual-remote-assistant/"> <span> Empower customers with Visual Remote Assistant <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-6 col-md-6 col-lg-6"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-bottom-sm column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"><div class="headingComponent parbase section"> <div class=" h2 text-night text-center salesforce-sans-regular margin-10-top-lg margin-0-top-sm margin--10-bottom-sm " style="; "> <svg style="background:url('/content/dam/web/global/icons/product/service-day.svg?version=1740113987992') no-repeat;" class="salesforce-icon cloud-icon-all " aria-hidden="true" alt=""> </svg> <span class=" header-text head-text "> </span> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="buttonCTAComponent parbase section"> <div class="margin-20-top-lg margin-0-top-sm text-center "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-content-replacement-close-color="sfdc-swap-button-day" href="/products/service-cloud/field-service/"> <span> Resolve onsite issues with Field Service <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-rain bg-opacity"> </div> <div class="container"> <div class="row columns-wrapper " style="min-height: 400px; 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-top-sm margin-10-top-xs margin-10-bottom-lg margin-0-bottom-xs margin-10-left-lg column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-30-top-lg margin-10-top-xs margin-0-bottom-lg margin-0-bottom-xs margin-0-left-lg column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style="min-height: 100px; 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <h3 id="power-your-front-line-with-field-service-management" class=" avantgarde-m text-stratus text-left avant-garde-demi col-xs-12 col-lg-12 margin-20-top-xs margin-20-bottom-lg " style="; "> <span class=" header-text "> Power your front line with field service management. </span> </h3> </div> <div class="bodyCopyComponent parbase section"><div class=" text-size-default line-height-default "> <p>Learn how top-performing businesses use field service management to:</p> <ul> <li>Drive more revenue</li> <li>Operate more efficiently while reducing costs</li> <li>Deliver better customer outcomes</li> <li>Serve customers from anywhere.</li> </ul> </div> </div> <div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive hidden-xs margin-10-top-lg margin-50-right-lg margin-20-bottom-lg margin-0-left-lg margin-40-left-xs " alt="Serve customers from anywhere." src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/customer-stories/adt/resized.jpg"/> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-8 col-md-8 col-lg-8"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-10-top-lg margin--10-top-xs margin-40-bottom-lg margin-0-bottom-xs column-container-component"> <div 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Reduce costs and emissions by eliminating thousands of truck rolls. </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-32 "> <p>Another advantage of moving 40% of service appointments virtual is reducing the number of trucks on the road. Before ADT Virtual Assistance, the company would dispatch as many as 10,000 trucks per day, upping the total cost of fleet maintenance, labor, and related expenses.</p> <p>But with virtual service solutions in place, ADT has been able to dramatically reduce truck rolls and associated costs. In fact, the company was able to reduce daily service visits by 40%, resulting in fewer truck rolls.</p> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-0-left-xs column-container-component"> <div class="bg-snow bg-opacity"> </div> <div class="row columns-wrapper xs-min-height-100" style="min-height: 100px; 1,000"> <div class="col text-left col-xs-6 col-sm-4 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin--10-top-lg margin-0-top-md margin-20-top-xs center-img-horizontally " alt="4000 fewer daily truck rolls " src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/customer-stories/adt/Stat-1.png"/> </div> </div> </div> <div class="col text-left col-xs-6 col-sm-8 col-md-8 col-lg-8"><div class="headingComponent parbase section"> <div id="fewer-daily-truck-rolls" class=" avantgarde-m text-cirrus text-left avant-garde-demi col-lg-12 margin-100-top-lg margin-60-top-md margin-80-top-sm margin-100-top-xs margin-30-bottom-lg " style="; "> <span class=" header-text "> fewer daily truck rolls </span> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-0-left-xs column-container-component"> <div class="bg-snow bg-opacity"> </div> <div class="row columns-wrapper xs-min-height-100" style="min-height: 100px; 1,000"> <div class="col text-left col-xs-6 col-sm-4 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin--10-top-lg margin-0-top-md margin-20-top-xs center-img-horizontally " alt="1M fewer daily truck rolls " src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/customer-stories/adt/Stat-2.png"/> </div> </div> </div> <div class="col text-left col-xs-6 col-sm-8 col-md-8 col-lg-8"><div class="headingComponent parbase section"> <div id="fewer-truck-rolls-in-first-year" class=" avantgarde-m text-cirrus text-left avant-garde-demi col-lg-12 margin-100-top-lg margin-60-top-md margin-80-top-sm margin-100-top-xs margin-30-bottom-lg " style="; "> <span class=" header-text "> fewer truck rolls in first year </span> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-0-top-lg margin-40-bottom-lg column-container-component"> <div class="bg-rain bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="spacerComponent parbase section"><div class="spacer " style="height:10px;"></div> </div> <div class="headingComponent parbase section"> <div id="step1" class=" avantgarde-m text-stratus text-left avant-garde-demi col-lg-11 margin-30-top-lg margin-10-top-xs margin-10-bottom-lg margin-10-bottom-xs " style="; "> <span class=" header-text "> “ADT Virtual Assistance has a triple benefit: a great customer experience, cost savings for our customers and our company, and eliminating thousands of ADT vehicle trips each day, which reduces our environmental impact.”" </span> </div> </div> <div class="headingComponent parbase section"> <div id="step1" class=" avantgarde-medium text-stratus text-left avant-garde-demi col-lg-11 margin-0-top-lg margin-10-top-xs margin-0-bottom-lg margin-10-bottom-xs " style="; "> <span class=" header-text "> Don Young </span> </div> </div> <div class="bodyCopyComponent parbase section"><div class=" text-size-default line-height-default "> <p>EVP & COO</p> <p> </p> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> </div> <div class="row"> </div> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md margin-0-bottom-lg text-size-default line-height-32 "> With fewer trucks on the road, the company leaves a smaller carbon footprint, too. The reduction in truck rolls helps ADT reduce greenhouse gas (GHG) emissions by using substantially less fuel — equating to a reduction of over 14,000 tons of GHG emissions within the first year of launching the Virtual Assistance Program.<br /> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-0-left-xs column-container-component"> <div class="bg-snow bg-opacity"> </div> <div class="row columns-wrapper xs-min-height-100" style="min-height: 100px; 1,000"> <div class="col text-left col-xs-6 col-sm-4 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin--10-top-lg margin-0-top-md margin-20-top-xs center-img-horizontally " alt="14 K tons of GHG emissions reduced" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/customer-stories/adt/Stat-3.png"/> </div> </div> </div> <div class="col text-left col-xs-6 col-sm-8 col-md-8 col-lg-8"><div class="headingComponent parbase section"> <div id="tons-of-ghg-emissions-reduced" class=" avantgarde-m text-cirrus text-left avant-garde-demi col-lg-12 margin-100-top-lg margin-60-top-md margin-80-top-sm margin-100-top-xs margin-30-bottom-lg " style="; "> <span class=" header-text "> tons of GHG emissions reduced </span> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-snow bg-opacity"> </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-top-lg margin-20-top-xs column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <h2 id="step3" class=" avantgarde-m text-stratus text-left avant-garde-demi col-lg-11 margin-10-top-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> 3. Improve the employee experience with automation and self-service. </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-32 "> <p>While customers troubleshoot and install products on their own, service teams have more time to dedicate to complex cases — now made easier with <a href="/products/service-cloud/overview/" target="_blank">new service tools</a> and a 360-degree view of each customer.</p> <p>Previously, service agents had to toggle between several different applications to resolve a case. Now, these systems are seamlessly connected with an <a href="/products/integration/overview/" target="_blank">API-led integration layer</a>. This lets agents pull up a unified profile of every customer they interact with, no matter which system or product they call about.</p> <p>For example, a customer who recently called about a smart thermostat install may call again about installing a new smoke detector. Since both products appear on the customer’s profile, the service agent can address the customer’s concerns without asking a list of clarifying questions. Additionally, the agent can follow up on the thermostat’s performance or recommend a product upgrade.</p> </div> </div> <div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-0-bottom-lg center-img-horizontally " alt="screens" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/customer-stories/adt/screens.jpg"/> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md margin-40-bottom-lg text-size-default line-height-32 "> <div style="text-align: center;"><i>Visual Remote Assistant simplifies case resolution for customers and agents.</i></div> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-32 "> <p>ADT also uses chatbots and self-service resources to help customers find answers without involving an agent, giving agents more time to focus on complex cases. If customers require additional assistance with self-service options, their question automatically goes to an agent equipped to answer it.</p> <p>Keeping a pulse on service team performance is simpler, too. Using <a href="/products/analytics/overview/" target="_blank">Tableau</a>, leadership can view agent performance data and other metrics in colorful dashboards that display chatbot deflection rates, lead times, and call resolution efficiency.</p> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-6 col-md-6 col-lg-6"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"><div class="headingComponent parbase section"> <div class=" h2 text-night text-center salesforce-sans-regular margin-10-top-lg margin-0-top-sm margin--10-bottom-sm " style="; "> <svg style="background:url('/content/dam/web/global/icons/product/service-day.svg?version=1740113988443') no-repeat;" class="salesforce-icon cloud-icon-all " aria-hidden="true" alt=""> </svg> <span class=" header-text head-text "> </span> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="buttonCTAComponent parbase section"> <div class="margin-20-top-lg margin-0-top-sm text-center "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-content-replacement-close-color="sfdc-swap-button-day" href="/products/service-cloud/overview/"> <span> Help customers faster with Service Cloud <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-6 col-md-6 col-lg-6"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-bottom-sm column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"><div class="headingComponent parbase section"> <div class=" h2 text-night text-center salesforce-sans-regular margin-10-top-lg margin-0-top-sm margin--10-bottom-sm " style="; "> <svg style="background:url('/content/dam/web/global/icons/product/integration-day.svg?version=1740113988453') no-repeat;" class="salesforce-icon cloud-icon-all " aria-hidden="true" alt=""> </svg> <span class=" header-text head-text "> </span> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="buttonCTAComponent parbase section"> <div class="margin-20-top-lg margin-0-top-sm text-center "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-content-replacement-close-color="sfdc-swap-button-day" href="/products/integration/overview/"> <span> Integrate systems with MuleSoft <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-6 col-md-6 col-lg-6"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"><div class="headingComponent parbase section"> <div class=" h2 text-night text-center salesforce-sans-regular margin-10-top-lg margin-0-top-sm margin--10-bottom-sm " style="; "> <svg style="background:url('/content/dam/web/global/icons/product/tableau-day.svg?version=1740113988464') no-repeat;" class="salesforce-icon cloud-icon-all " aria-hidden="true" alt=""> </svg> <span class=" header-text head-text "> </span> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="buttonCTAComponent parbase section"> <div class="margin-20-top-lg margin-0-top-sm text-center "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-content-replacement-close-color="sfdc-swap-button-day" href="/products/analytics/overview/"> <span> Make smarter decisions with Tableau <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-6 col-md-6 col-lg-6"> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-snow bg-opacity"> </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-top-lg margin-20-top-xs column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <h2 id="step4" class=" avantgarde-m text-stratus text-left avant-garde-demi col-lg-11 margin-40-top-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> 4. Grow your subscriber base by customizing your sales pitch. </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md margin-20-bottom-lg text-size-default line-height-32 "> <p>Sellers want to spend their time connecting with leads, not on administrative tasks. Using automated workflows in <a href="/products/sales-cloud/" target="_blank">Sales Cloud</a>, they can automatically qualify leads, configure quotes, and schedule appointments from any device, like their mobile phone.</p> <p>Thanks to data connected with <a href="/products/integration/overview/" target="_blank">Mulesoft</a>, sellers can customize offers based on regional information, such as crime spikes or natural disasters. For instance, a seller may receive an alert that a resident of California’s Riverside County is at high risk for wildfire activity. With this information, the seller can then offer residents a discounted smart smoke alarm system to complete their security package.</p> <p>Customer risk analysis happens even faster in direct channel sales. By integrating its Salesforce instances with partner apps like <a href="https://appexchange.salesforce.com/listingDetail?listingId=a0N3000000B5MueEAF&tab=e" target="_blank">Invoca</a>, ADT analyzes important customer variables, such as demographic and financial data, in real time. Plus, <a href="/products/analytics/overview/" target="_blank">colorful dashboards</a> let sales leaders scenario plan and realign resources with confidence.<br /> </p> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-6 col-md-6 col-lg-6"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"><div class="headingComponent parbase section"> <div class=" h2 text-night text-center salesforce-sans-regular margin-10-top-lg margin-0-top-sm margin--10-bottom-sm " style="; "> <svg style="background:url('/content/dam/web/global/icons/product/sales-day.svg?version=1740113988485') no-repeat;" class="salesforce-icon cloud-icon-all " aria-hidden="true" alt=""> </svg> <span class=" header-text head-text "> </span> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="buttonCTAComponent parbase section"> <div class="margin-20-top-lg margin-0-top-sm text-center "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-content-replacement-close-color="sfdc-swap-button-day" href="/products/sales-cloud/overview/"> <span> Automate sales processes with Sales Cloud <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-6 col-md-6 col-lg-6"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-bottom-sm column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"><div class="headingComponent parbase section"> <div class=" h2 text-night text-center salesforce-sans-regular margin-10-top-lg margin-0-top-sm margin--10-bottom-sm " style="; "> <svg style="background:url('/content/dam/web/global/icons/product/integration-day.svg?version=1740113988497') no-repeat;" class="salesforce-icon cloud-icon-all " aria-hidden="true" alt=""> </svg> <span class=" header-text head-text "> </span> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="buttonCTAComponent parbase section"> <div class="margin-20-top-lg margin-0-top-sm text-center "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-content-replacement-close-color="sfdc-swap-button-day" href="/products/integration/overview/"> <span> Boost productivity with MuleSoft <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="headingComponent parbase section"> <h2 id="step5" class=" avantgarde-m text-stratus text-left avant-garde-demi col-lg-11 margin-40-top-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> 5. Reduce costs and empower employees with connected systems. </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-32 "> <p>To help its teams continue to deliver exceptional customer experiences, ADT has key strategic partnerships to help keep its systems running at peak performance.</p> <p>ADT implemented <a href="/products/integration/overview/" target="_blank">MuleSoft</a> to institutionalize common services from all systems using API-led integration. This allows customer-facing teams, like sales and service, as well as internal business customers to access a single source of customer information wherever they are. So far, ADT has built over 150 APIs that handle roughly 20 million transactions a month.</p> <p> </p> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-0-left-xs column-container-component"> <div class="bg-snow bg-opacity"> </div> <div class="row columns-wrapper xs-min-height-100" style="min-height: 100px; 1,000"> <div class="col text-left col-xs-6 col-sm-4 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin--10-top-lg margin-0-top-md margin-20-top-xs center-img-horizontally " alt="150 APIs built" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/customer-stories/adt/Stat-4.png"/> </div> </div> </div> <div class="col text-left col-xs-6 col-sm-8 col-md-8 col-lg-8"><div class="headingComponent parbase section"> <div id="apis-built" class=" avantgarde-m text-cirrus text-left avant-garde-demi col-lg-12 margin-100-top-lg margin-60-top-md margin-80-top-sm margin-100-top-xs margin-30-bottom-lg " style="; "> <span class=" header-text "> APIs built </span> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-0-left-xs column-container-component"> <div class="bg-snow bg-opacity"> </div> <div class="row columns-wrapper xs-min-height-100" style="min-height: 100px; 1,000"> <div class="col text-left col-xs-6 col-sm-4 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin--10-top-lg margin-0-top-md margin-20-top-xs center-img-horizontally " alt="44% reuse rate" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/customer-stories/adt/stat-9.jpg"/> </div> </div> </div> <div class="col text-left col-xs-6 col-sm-8 col-md-8 col-lg-8"><div class="headingComponent parbase section"> <div id="reuse-rate" class=" avantgarde-m text-cirrus text-left avant-garde-demi col-lg-12 margin-100-top-lg margin-60-top-md margin-80-top-sm margin-100-top-xs margin-30-bottom-lg " style="; "> <span class=" header-text "> reuse rate </span> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-32 "> With a unified, scalable platform and guidance from <a href="https://appexchange.salesforce.com/listingDetail?listingId=a0N3000000B3dgGEAR&tab=e" target="_blank">Copado</a>, the company can also launch new features faster and at a much lower cost. In fact, ADT has reduced development and maintenance costs by 62% since implementing MuleSoft. </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-0-left-xs column-container-component"> <div class="bg-snow bg-opacity"> </div> <div class="row columns-wrapper xs-min-height-100" style="min-height: 100px; 1,000"> <div class="col text-left col-xs-6 col-sm-4 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin--10-top-lg margin-0-top-md margin-20-top-xs center-img-horizontally " alt="62% decrease in development and maintenance costs" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/customer-stories/adt/stat-10.jpg"/> </div> </div> </div> <div class="col text-left col-xs-6 col-sm-8 col-md-8 col-lg-8"><div class="headingComponent parbase section"> <div id="decrease-in-development-and-maintenance-costs" class=" avantgarde-m text-cirrus text-left avant-garde-demi col-lg-12 margin-100-top-lg margin-60-top-md margin-80-top-sm margin-100-top-xs margin-30-bottom-lg " style="; "> <span class=" header-text "> decrease in development and maintenance costs </span> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-32 "> To keep its platform running at peak performance, the company relies on the <a href="https://www.salesforce.com/services/success-plans/overview/signature-success-plans/" target="_blank">Signature Success Plan</a> for issue prevention and proactive recommendations, such as identifying unused or underperforming apps. In the past year alone, the Signature Success team helped ADT improve its platform health and stability, resolving 225 support cases before they resulted in system errors. </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-0-left-xs column-container-component"> <div class="bg-snow bg-opacity"> </div> <div class="row columns-wrapper xs-min-height-100" style="min-height: 100px; 1,000"> <div class="col text-left col-xs-6 col-sm-4 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin--10-top-lg margin-0-top-md margin-20-top-xs center-img-horizontally " alt="225 cases resolved" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/customer-stories/adt/stat-11.jpg"/> </div> </div> </div> <div class="col text-left col-xs-6 col-sm-8 col-md-8 col-lg-8"><div class="headingComponent parbase section"> <div id="cases-resolved" class=" avantgarde-m text-cirrus text-left avant-garde-demi col-lg-12 margin-100-top-lg margin-60-top-md margin-80-top-sm margin-100-top-xs margin-30-bottom-lg " style="; "> <span class=" header-text "> cases resolved </span> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-6 col-md-6 col-lg-6"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"><div class="headingComponent parbase section"> <div class=" h2 text-night text-center salesforce-sans-regular margin-10-top-lg margin-0-top-sm margin--10-bottom-sm " style="; "> <svg style="background:url('/content/dam/web/global/icons/product/integration-day.svg?version=1740113988541') no-repeat;" class="salesforce-icon cloud-icon-all " aria-hidden="true" alt=""> </svg> <span class=" header-text head-text "> </span> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="buttonCTAComponent parbase section"> <div class="margin-20-top-lg margin-0-top-sm text-center "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-content-replacement-close-color="sfdc-swap-button-day" href="/products/integration/overview/"> <span> Deliver value faster with MuleSoft <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"><div class="headingComponent parbase section"> <div class=" h2 text-night text-center salesforce-sans-regular margin-10-top-lg margin-0-top-sm margin--10-bottom-sm " style="; "> <svg style="background:url('/content/dam/web/global/icons/product/success-day.svg?version=1740113988550') no-repeat;" class="salesforce-icon cloud-icon-all " aria-hidden="true" alt=""> </svg> <span class=" header-text head-text "> </span> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="buttonCTAComponent parbase section"> <div class="margin-20-top-lg margin-0-top-sm text-center "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-content-replacement-close-color="sfdc-swap-button-day" href="/services/success-plans/overview/signature-success-plans/"> <span> Get personalized support with the Signature Success Plan <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-6 col-md-6 col-lg-6"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"><div class="headingComponent parbase section"> <div class=" h2 text-night text-center salesforce-sans-regular margin-10-top-lg margin-0-top-sm margin--10-bottom-sm " style="; "> <svg style="background:url('/content/dam/web/global/icons/product/c360platform-mobile-day.svg?version=1740113988560') no-repeat;" class="salesforce-icon cloud-icon-all " aria-hidden="true" alt=""> </svg> <span class=" header-text head-text "> </span> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="buttonCTAComponent parbase section"> <div class="margin-20-top-lg margin-0-top-sm text-center "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-content-replacement-close-color="sfdc-swap-button-day" href="https://appexchange.salesforce.com/"> <span> Find the right experts on AppExchange <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-40-top-lg margin-60-right-lg margin-0-right-md margin-10-bottom-lg text-size-default line-height-32 "> Get our <a href="https://www.salesforce.com/form/other/role-based-newsletter/">bi-weekly newsletter</a> for tips and insights tailored to your role. </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-4 col-sm-2 col-md-2 col-lg-2"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive " alt="Customer 360 Icon" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/customer-stories/IBM/customer-360-icon.png"/> </div> </div> </div> <div class="col text-left col-xs-4 col-sm-10 col-md-10 col-lg-10"><div class="buttonCTAComponent parbase section"> <div class="margin-20-top-lg margin-10-top-md margin-10-top-sm margin-10-top-xs text-left "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-qe="TRACK_CUSTOMLINK_customer360-get-started" data-content-replacement-close-color="sfdc-swap-button-day" href="https://salesforcecustomer360.herokuapp.com/?TRACK_CUSTOMLINK_customer360-get-started" target="_blank"> <span> Get started with Einstein 1, the #1 AI CRM <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" hidden-sm hidden-md hidden-lg columns-wrapper column-container-component"> <div class="bg-snow bg-opacity"> </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <h2 id="share-story" class=" h3 text-stratus text-left salesforce-sans-bold margin-30-top-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Share Story </span> </h2> </div> <div class="socialMediaSharingComponent section"> <div> <div class="share-icon-row margin-10-bottom-lg"> <div class="share-icon"> <a target="_blank" href="https://www.facebook.com/sharer/sharer.php?u=https://www.salesforce.com/resources/customer-stories/adt-reduced-customer-service-cost/" title="Facebook" alt="Facebook"> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/facebook-day.svg?version=202511" alt="Facebook" class="lazy text-salesforce-gray salesforce-social-icon " src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif"/> </a> </div> <div class="share-icon"> <a class="twitter" target="_blank" href="https://twitter.com/intent/tweet?url=https://www.salesforce.com/resources/customer-stories/adt-reduced-customer-service-cost/&text=&via=salesforce" title="Twitter" alt="Twitter" data-pagetitle="Service visits are costly. Here’s how ADT reduced them by 40%."> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/twitter-day.svg?version=202511" alt="Twitter" class="lazy text-salesforce-gray salesforce-social-icon " src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif"/> </a> </div> <div class="share-icon"> <a target="_blank" href="https://www.linkedin.com/cws/share?url=https://www.salesforce.com/resources/customer-stories/adt-reduced-customer-service-cost/" title="LinkedIn" alt="LinkedIn"> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/linkedin-day.svg?version=202511" alt="LinkedIn" class="lazy text-salesforce-gray salesforce-social-icon " src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif"/> </a> </div> </div> </div> </div> <div class="barComponent parbase section"><div class="margin-20-top-lg margin-20-bottom-lg bg-karl-the-fog bar-align-center " style="height:2px;width:100%;"></div> </div> <div class="headingComponent parbase section"> <h2 id="products-used" class=" h3 text-stratus text-left salesforce-sans-bold " style="; "> <span class=" header-text "> Products Used </span> </h2> </div> <div class="barComponent parbase section"><div class="margin-20-top-lg margin-20-bottom-lg bg-karl-the-fog bar-align-center " style="height:2px;width:100%;"></div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin--10-top-lg column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"><div class="headingComponent parbase section"> <div class=" h2 text-night text-center salesforce-sans-regular hidden-xs margin-10-top-lg margin-0-top-sm margin--10-bottom-sm " style="; "> <svg style="background:url('/content/dam/web/global/icons/product/marketing-day.svg?version=1740113988600') no-repeat;" class="salesforce-icon cloud-icon-all " aria-hidden="true" alt=""> </svg> <span class=" header-text head-text "> </span> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="buttonCTAComponent parbase section"> <div class="margin-20-top-lg margin-0-top-sm text-left "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-content-replacement-close-color="sfdc-swap-button-day" href="/products/marketing-cloud/overview/"> <span> Marketing Cloud <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"><div class="headingComponent parbase section"> <div class=" h2 text-night text-center salesforce-sans-regular hidden-xs margin-10-top-lg margin-0-top-sm margin--10-bottom-sm " style="; "> <svg style="background:url('/content/dam/web/global/icons/product/commerce-day.svg?version=1740113988608') no-repeat;" class="salesforce-icon cloud-icon-all " aria-hidden="true" alt=""> </svg> <span class=" header-text head-text "> </span> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="buttonCTAComponent parbase section"> <div class="margin-20-top-lg margin-0-top-sm text-left "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-content-replacement-close-color="sfdc-swap-button-day" href="/products/commerce-cloud/overview/"> <span> Commerce Cloud <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"><div class="headingComponent parbase section"> <div class=" h2 text-night text-center salesforce-sans-regular hidden-xs margin-10-top-lg margin-0-top-sm margin--10-bottom-sm " style="; "> <svg style="background:url('/content/dam/web/global/icons/product/c360platform-mobile-day.svg?version=1740113988615') no-repeat;" class="salesforce-icon cloud-icon-all " aria-hidden="true" alt=""> </svg> <span class=" header-text head-text "> </span> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="buttonCTAComponent parbase section"> <div class="margin-20-top-lg margin-0-top-sm text-left "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-content-replacement-close-color="sfdc-swap-button-day" href="https://appexchange.salesforce.com/" target="_blank"> <span> AppExchange <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity"> </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"><div class="headingComponent parbase section"> <div class=" h2 text-night text-center salesforce-sans-regular hidden-xs margin-10-top-lg margin-0-top-sm margin--10-bottom-sm " style="; 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