NAPCO Security Technologies, Inc.

The Challenge

Tens of thousands of security professionals worldwide lean on NAPCO Security Technologies for electronic security equipment including intrusion and fire alarm systems, access control, and door locking systems. And millions of their customers rely on NAPCO technology to keep their businesses,  their property, and themselves safe. When a customer calls in, the stakes are almost always high.

NAPCO was struggling to effectively manage in-coming calls and, therefore, customer relationships. It had an on-premises CRM system and a mixed bag of workflows to solve customer concerns and build new customer relationships. This led to mixed results in managing customers and workloads, decentralized data, and a lack of mobility.

The Solution

NAPCO chose Argano and Dynamics to solve its challenges, leaning into self-service tools for its customers and more quickly surfacing critical data for representatives. Leveraging Dynamics 365 Customer Service and Argano expertise, NAPCO 1) looked to create a knowledgebase to serve customers, 2) sought to unify its customer and order data, and 3) enable its current and future teams to work remotely.

NAPCO is now able to hire technical support pros working remotely — something it wasn’t able to easily do before working with Argano. The highly specialized talent pool has now opened up geographically. The NAPCO Technical Support team boasts a century of combined industry experience to-date, spanning all security sectors, intrusion, commercial fire, access control, and electronic and mechanical locking.

The Results

The cloud-based solution helped the client quickly create a and make available to its customers a knowledge base of nearly 500 articles and was on track to have more than 1,000 within only 12 months. In addition to making it faster and easier to access critical content, the solution also automatically suggests new topics for the knowledge base fueled by dynamic keyword analyses.

The company is also using Dynamics to speed customer service by automatically transforming customer inquiries arriving via email into service cases, leveraging an integration developed by Argano.  With these tools now place, NAPCO expects that its customer service solution will help improve its first contact resolution rate from around 50% to over 75%.

Finally, NAPCO is leaning into Argano’s Managed Services team for help with its solution and — more importantly — as a strategic business advisor to help drive its strategy.

According to Dominic Macri, NAPCO’s Sr. Director of Technical Services, “What makes this successful, and ongoing, is the capabilities of the technology coupled with the capabilities of the people at Argano. The team helps make our ideas into solutions that meet our needs. They transform our ideas into realities.”

A 75% FCR. A successful and ongoing relationship. Turning dreams into realities. This security company’s future has never been more secure.