ADT Virtual Assistance Program Unveiled for Smart Home Clients

ADT (NYSE: ADT) 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 customers’ smartphone, 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, the No. 1 company in the CE Pro 100, 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 homes.

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:

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More flexible scheduling options: ADT Virtual Assistance only requires a 30-minute time window and can often be booked on 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.

Since the program’s 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.

ADT recently reported a strong first quarter of 2022 with solid revenue growth. For the quarter ending at the end of March, ADT reported revenues of $1.545 billion, up 18% from $1.305 billion in Q1 of 2021. 

The company reaffirmed its targets for the year of revenue between $6.2 billion and $6.4 billion, with EBITDA between $2.335 billion and $2.435 billion, and cash flow between $550 million and $625 million. ADT’s subsidized business model has a breakeven time frame of 2.3 years subsequent to the installation.

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