New ADT Virtual Assistance Program Introduced for ADT Residential Customers

Rhea-AI Summary

ADT has launched ADT Virtual Assistance, enhancing flexibility for residential customers with remote video support for service needs. The program allows customers to schedule 30-minute appointments via their smartphones, providing guidance for adding or troubleshooting smart home devices without in-home visits. This initiative, currently serving over 4,000 customers daily, waives typical site assessment fees, aiming to reduce vehicle trips and greenhouse gas emissions significantly. ADT recorded 440,000 fewer trips, cutting emissions by 8,000 tons since the program began in 2021.

Positive

• Enhanced customer convenience with 30-minute virtual appointments.
• Waived site assessment fees leading to customer cost savings.
• Significant reduction in vehicle trips, lowering emissions by nearly 8,000 tons.

Negative

• None.

Program provides customers greater flexibility, convenience and choice

Virtual video service and installation options provide customer savings

BOCA RATON, Fla., July 13, 2022 (GLOBE NEWSWIRE) -- ADT (NYSE: ADT) today introduced ADT Virtual Assistance, a new program for residential customers providing greater flexibility for appointment scheduling and faster resolutions for many service needs. ADT Virtual Assistance is designed for customers who prefer to replace or add smart home security devices to their existing ADT systems or troubleshoot device issues themselves with remote video guidance provided by ADT technical specialists.

ADT Virtual Assistance appointments are conducted utilizing customer’s smart phone, allowing trained ADT specialists to hold a two-way video conversation with customers to guide them through more common tasks without having to schedule an in-home visit.

"ADT Virtual Assistance accommodates the customer’s schedule, providing greater convenience and flexibility for many service tasks,” said Don Young, ADT executive vice president and chief operating officer. “During our ADT Virtual Assistance pilot phase, we’re currently helping more than 4,000 customers every day, and our 30-minute service window makes it very convenient to quickly perform simple tasks and resolve issues with very little interruption to our customer’s day.”

ADT also expects to begin Virtual Assistance installation support for residential customers later this month. Customers will be able to order new devices by phone from ADT and have them shipped directly to their home. During their Virtual Assistance installation appointment, an ADT specialist will provide step-by-step live video guidance to help customers replace or add new devices to their ADT smart home security system.

Additional program details:

• More flexible scheduling options: ADT Virtual Assistance only requires a 30-minute time window and can often be booked the same day. Expanded service time windows from 8 a.m. to 11 p.m. ET, Monday-Saturday and 8 a.m. to 6 p.m. ET, Sunday provide more options for customers to schedule a virtual appointment.

• Customer savings: With ADT Virtual Assistance, ADT waives the site assessment fee typically required for in-home technician visits.

• Improved customer know-how: By operating virtually alongside an ADT specialist, customers will learn more about the full capabilities of their ADT system.
  

“ADT Virtual Assistance has a triple benefit: a great customer experience, cost savings for our customers and our company, and it helps to greatly reduce our environmental impact by eliminating thousands of ADT vehicle trips each day, which complements our ESG program pillar of environmental management,” Young said.

Since the ADT Virtual Assistance pilot launched in 2021, the company has seen many positive results including:

• Reduced environmental impact: From October 2021 to June 2022, ADT conducted 440,000 fewer vehicle trips when ADT Virtual Assistance was utilized as an alternative for an in-person technician visit, which equates to a reduction of nearly 8,000 tons of greenhouse gas emissions.

• Workforce efficiency and flexibility: In the pilot phase, ADT Virtual Assistance accounted for more than 40 percent of ADT’s service appointments and enabled ADT specialists to help customers from virtually anywhere in the United States, working from the locations and times that fit their individual workstyles.
  

Learn more about ADT Virtual Assistance at https://youtu.be/03QIEXXhjEs.

About ADT
ADT provides safe, smart and sustainable solutions for people, homes and businesses. Through innovative offerings, unrivaled safety, and a premium customer experience, all delivered by the largest network of smart home security and rooftop solar professionals in the U.S., we empower people to protect and connect to what matters most. For more information, visit www.adt.com.

Media Contact:
Chad Graham
chadwickgraham@adt.com
224-370-1912

A video accompanying this announcement is available at: https://www.globenewswire.com/NewsRoom/AttachmentNg/b39b2a0c-3e30-4b9e-af7e-59e5e32c9501

FAQ

What is ADT Virtual Assistance?

ADT Virtual Assistance is a new program allowing residential customers to receive remote video support for service needs, enhancing scheduling flexibility.

How does ADT Virtual Assistance save customers money?

The program waives the typical site assessment fee required for in-home technician visits, providing cost savings for customers.

When did ADT launch the Virtual Assistance program?

The ADT Virtual Assistance program was introduced on July 13, 2022.

What benefits does the ADT Virtual Assistance program provide?

It offers customer convenience, cost savings, and reduces environmental impact by minimizing vehicle trips.

How many customers does ADT Virtual Assistance currently serve?

The program is currently helping more than 4,000 customers every day.