Alarm.com receives excellence award, launches online hub

BLOOMINGTON, Minn.—Alarm.com won a 2020 Excellence in Customer Service Award in the Organization of the Year category from the Business Intelligence Group.

This award, which recognizes companies across the world that provide exceptional customer service and work to improve how organizations communication with consumers, was earned by the company's customer operations team, known as CORE (Customer Operations and Reseller Education), by delivering superior customer service, technical support and training to thousands of service providers in the security industry.

“We focus all of our efforts on delivering an unparalleled customer service experience to our partners and subscribers,” Jason DaCosta, vice president of customer operations at Alarm.com said in the announcement. “In addition, we strive to identify and develop passionate, highly accountable team members, who share our all-hands-on-deck mentality to continually elevate our customer service standards for the industry. This recognition further motivates us to find new ways to improve how we serve our partners and subscribers so that we always exceed their expectations.”

The CORE team's mission is to provide a “best in the world” experience to all partners and subscribers, and prioritizes continuous improvement and accountability.  For example, CORE created a system to track how effective the company is at delivering and improving the overall experience for technicians. This implementation increased the overall ease of working with Alarm.com technology by nearly 10 percent and helped lead to a 94.1 percent Customer Satisfaction (CSAT) score last year.

In addition to this award, Alarm.com recently launched an online hub for their partners to access training, resources and information to help succeed remotely. The site is a one-stop resource center with links to pages for helping with do-it-together/professionally assisted device installations and accomplishing other critical tasks.