Below is an interview with Stephen Flood, Director of Field Operations at PhoneWatch.
Our PhoneWatch Installation Process
As the Head of Field Operations at PhoneWatch, Stephen is a busy guy. He manages a team of one hundred Field Operations employees who conduct about five thousand visits to our customers’ homes each month.
Stephen’s team manage the installation of alarms, upgrading systems, servicing and maintenance.
We caught up with Stephen to find out exactly what to expect when getting your PhoneWatch system installed.
What to Expect from the Installation Process
The installation process is a comprehensive one. Stephen explains, “Our engineers will always conduct a risk assessment prior to installing an alarm and tailor the system settings to the needs of the customer.” The process typically takes between two to three hours but this can vary depending on the size of the system.
During the risk assessment process, any potentially vulnerable areas in the home are identified. Stephen notes, “This includes things like entry points and requirements for carbon monoxide or smoke alarms, as well as understanding the main areas in the premises that the customer or their family utilises most.”
Pet owners are often worried that their pet might trigger the alarm when they are home alone during the day. This is something our installation team are well versed in addressing. “If a customer keeps a pet in the house then both the location and sensitivity of components are considered to ensure the potential for false alarms is minimised,” he says.
Learning How to Use Your System
Once the system is installed you’ll be given a comprehensive demo on how to use it and how to get the most out of it through our app. The system itself is designed to be easy to use and Stephen says, “The vast majority of customers usually hit the ground running and start using the system straight away.”
The team work hard to keep our customers safe and consistently receive positive feedback - something Stephen is really proud of. “Each customer is asked to rate their experience with Field Operations and we average a score of 97% consistently,” he says.
Once up and running on the system, PhoneWatch customers are entitled to unlimited service visits. Stephen explains: “Typically visits are arranged at the customer’s request however we constantly remotely monitor each customer’s alarm to ensure it is operating correctly and where an issue is identified we will inform the customer and organise a visit if required.” If you’re not able to accommodate a visit from our team we can also check on your system remotely.
If a customer has a break-in then Stephens team provide an emergency call out service to secure the premises. “We typically endeavour to have the customers alarm operational by the next working day,” he notes.