D2D Operations
National D2D Operations Structure
Bryan Grzeck
Michael Shaffner
Camilo Ayala
Sean Rooney
Regional Installation Manager
Regional Installation Manager
Regional Installation Manager
Bristol VA Branch
4 Technicians
Johnson City TN Branch
4 Technicians
Chattanooga TN
3 Technicians
Fayetteville NC Branch
4 Technicians
Raleigh NC Branch
3 Technicians
Knoxville TN Branch
4 Technicians
W Palm Beach FL Branch
2 Technicians
Ft. Lauderdale FL Branch
1 Technicians
Miami FL Branch
4 Technicians
Tampa FL Branch
5 Technicians
North Atlanta Branch
6 Technicians
South Atlanta Branch
2 Technicians
Brooklyn NY Branch
4 Technicians
Queens NY Branch
5 Technicians
Long Island NY Branch
2 Technicians
Travel Technicians
3 Technicians
Burgeoning Branches
TBD Technicians
60
50
40
30
48
20
50
51
May
June
40
27
10
23
0
January
February
March
April
D2D Technician Headcount
Numbers analyzed on a daily basis
700
612
604
90.0%
89.5%
600
561
88.6%
500
400
300
273
227
200
223
74.2%
71.2%
73.6%
100
0
April
82.8%
May
June
84.4%
Same-days ITG
84.6%
D2D Rip-out %
14.0%
Bryan Grzeck took over D2D operations
on 12/3/2012
12.0%
12.4%
11.8%
10.0%
10.1%
8.0%
8.3%
8.3%
7.5%
Rip-out %
6.0%
6.0%
5.5%
4.7%
4.0%
2.0%
0.0%
October
November
December
January
February
March
April
May
June
D2D Rip-out %
14.0%
Bryan Grzeck took over D2D operations
on 12/3/2012
12.0%
11.8%
12.4%
10.0%
10.1%
8.0%
8.3%
8.3%
7.5%
Rip-out %
6.0%
6.0%
5.5%
4.7%
4.0%
2.0%
0.0%
October
November
December
Reasons for decrease:
More organization, structure
and accountability since 12/3/2012.
Since the beginning of April even
further decrease due to
implementation of more strict D2D
business practices:
January
February
March
April
- Criteria for $99 to be waived; must
be a 650 credit score or higher.
Must be approved by a Regional
Sales manager or above even
if they are 650+.
- NO “collecting the draft/$99
information at a later time”
- NO invoicing if below 700, no
exceptions.
May
June
- NO Buyouts
- Actively working to weed out
renters
- NO post-dating further than 10
business days
Leadership Structure and Head Count
Travis Stephens – Central Support Manager
Eric Randolph- Call Center Manager
Rodney Jones –
Performance Manager
Irene Hedgepeth –
Performance Manger
Central Support Agents
19 agents
(866)774-7635
Nisa Bunn – Quality
Assurance Manager
Sales Support Agents
4 agents
(919)661-3245
Work Flow
In Bound Call
Answered by Sales
Support Agent
Sales Consultant
gives all necessary
info for customer
creation
IM Notified of
Schedule
Customer put on
phone for verbal
recording of
authorization to run
credit
If Same Day Install,
Data Department
Alerted
If Approved
Customer is
Scheduled
If Failed the Account
is Cancelled
Sales Support Agent
informs Sales
Consultant of
Outcome
The Call In From
The Sales Consultant
ISA Call in #1
ISA Call in #2
Average Sales Call Length (minutes)
08:30
08:38
07:52
07:39
07:30
07:39
08:11
07:54
07:48
07:27
08:24
07:37
06:52
07:12
06:09
05:46
04:19
02:53
01:26
00:00
4/7-4/13
4/14-4/20 4/21-4/27
4/28-5/4
5/5-5/11
5/12-5/18 5/19-5/25
5/26-6/1
6/2-6/8
6/9-6/15
6/16-6/22 6/23-6/29
6/30-7/6
Total Call Time
288:00:00
264:15:20
247:27:54
240:00:00
227:36:07
206:12:42
215:22:29
211:53:57
203:11:14
189:52:24
192:00:00
173:52:42
175:53:49
181:53:45
170:07:21
145:20:21
144:00:00
96:00:00
48:00:00
0:00:00
4/7-4/13 4/14-4/20 4/21-4/27 4/28-5/4
5/5-5/11 5/12-5/18 5/19-5/25 5/26-6/1
6/2-6/8
6/9-6/15 6/16-6/22 6/23-6/29 6/30-7/6
The Credit Authorization
• Verbal authorization script : “My name is SafeStreets
agent and I am on a recorded line with Mr. Smith. Mr.
Smith to confirm your identity, please state your full
name and address. <<Allow customer to state name
and address.>> OK, thank you. Mr. Smith , do we have
permission to perform a routine credit check for
purposes of qualifying you for an ADT home security
system. <<Allow customer to answer.>> Thank you for
your time. Would you hand the phone back to your
Sales Representative?”
good
Bad : First minute and 29 seconds
Call Volume
2500
2000
1500
1000
500
0
4/7-4/13 4/14-4/20 4/21-4/27 4/28-5/4 5/5-5/11 5/12-5/18 5/19-5/25 5/26-6/1
6/2-6/8
6/9-6/15 6/16-6/22 6/23-6/29 6/30-7/6
Calls to Sales Line
1115
1047
616
854
792
925
928
662
827
757
871
925
538
Sales Calls to CSG
898
803
711
1219
832
1015
821
580
615
613
562
655
500
Total Sales Calls
2013
1850
1327
2073
1624
1940
1749
1242
1442
1370
1433
1580
1038
% of Sales Calls Going to CSG Line
59%
60%
54%
51%
50%
52%
47%
45%
48%
47%
45%
43%
43%
41%
39%
40%
30%
20%
10%
0%
4/7-4/13 4/14-4/20 4/21-4/27 4/28-5/4
5/5-5/11 5/12-5/18 5/19-5/25 5/26-6/1
6/2-6/8
6/9-6/15 6/16-6/22 6/23-6/29 6/30-7/6
June’s top #’s that call Central
Phone #
6783829462
Aretha Bolling
3477435529
Roy Harris-Aikens
3474953545
Unlisted
3479860753
Dwight Parson
5613469615
Charles Land
7166982050
Unlisted
9177096864
Erik Garcia
4233284399
Marcus Haynes
9102866626
Unlisted
Calls to Sales Line
Calls to CSG
80
40
42
33
47
28
16
23
9
23
1
23
33
23
13
19
40
18
500
450
400
350
300
250
200
150
100
50
0
Call Volume
April
May
June
70
60
All Abandoned Calls
50
40
April
30
May
20
June
10
0
40
35
Sales Abandoned Calls
30
25
20
April
15
May
10
June
5
0
How Many Calls Does It Take?
14.00
12.06
12.00
10.43
9.78
10.00
9.16
8.97
8.88
8.29
7.71
8.00
7.14
7.21
7.58
7.98
6.92
6.00
4.00
3.52
3.48
2.91
2.96
2.95
2.87
3.13
2.77
2.60
4/7-4/13 4/14-4/20 4/21-4/27 4/28-5/4 5/5-5/11 5/12-5/18 5/19-5/25 5/26-6/1
6/2-6/8
2.55
2.53
2.56
2.70
2.00
0.00
6/9-6/15 6/16-6/22 6/23-6/29 6/30-7/6
Call/Account Installed
10.43
9.16
12.06
9.78
8.97
8.29
8.88
7.71
7.14
7.21
7.58
7.98
6.92
Calls/Account Created
3.52
2.91
2.95
3.48
2.96
2.87
3.13
2.77
2.60
2.55
2.53
2.56
2.70
Calls per Account/Install
• Over a 12 week period an average account
required 2.9 calls to produce. (21:57 minutes)
• Over a 12 week period an average install
required 8.77calls to produce (66:17 minutes)
Based on the average # of installs per week of
189, Sales calls are responsible for 209 hours
of call time or 7 40 hour employees with 30%
idle time.
Travis/Eric Wish List
• Utilize the Sales Line : In order to accurately
forecast our staffing needs and make reporting
easier and more consistent. These calls roll over
to CSG in 10 seconds, by hanging up and calling
central the agents are moving backwards in the
queue. Also a sales agent might be free and a call
to CSG will not get to them.
• Follow the Sales Sheet : To be more prepared for
the call in to reduce call length in order to reduce
hold times and abandoned calls.
Disaster Recovery Plan
• CSG currently has 4 laptops and 4 prepaid cell
phones should the building lose power or
internet. This is a fast and temporary solution
until either generators/ power are online or
we move to the training facility should it have
power. We also have a few employees that
have the ability to work from home.
• Please be patient and rely on Bryan for any
updates concerning outages and the restoral
of power.
Emergency Phone Numbers
• 919-744-6345
Tunji Renner
• 919-649-6793
James Shelton
Mike Burkett
• 919-720-2367
• 919-274-1512
Francisco Saldana
Bryan Lunsford
Miguel Delgado
Approach technicians take at door
1.
2.
3.
4.
5.
Get sales sheet from customer and verify information on
customer’s sheet vs. information on technician’s work order
Go ahead and determine location of equipment and start the
installation by mounting the panel and running wires. Fill out and
prepare paperwork while waiting for radio to register/on-hold
with ADT to save time and eliminate doing it in front of the
customer later.
Do not get in to the details with the customer until after the
installation is done.
Explain to customer how to use the system, get them interacting
with it, SELL the system (continue to build value), get the
customer EXCITED.
Lastly, ask for signatures and be done.
New Costing Efforts
Purpose and goal to get commission correct as quickly as possible
Initiatives and procedures put in place for technicians:
• If there is a free piece of equipment that has been given away, the tech
will list who gave it away as the “sold by” person and will enter an amount
of $0.01 for the sales price.
• If there are any other special circumstances that would affect the
commission of the sales rep, the tech will make Trax Notes from their
mobile phone before closing out the job.
–
–
–
–
–
Waiving the $99 and who approved
Waiving the permit fee and who approved
Rebate and who authorized
If authorized to do invoicing with a beacon below 700 and who authorized.
If the payment was post-dated notate as such
Discussion