Client Journey: Post-Acquisition Technology Implementation for MONI
MONI (previously Monitronics), a national home security system and monitoring provider, needed to consolidate a recently-acquired company’s operations into its Dallas headquarters in a timely manner to minimize the risks of employee attrition and avoid any negative impact on service levels. MONI charged Sendero with overseeing and coordinating the acquisition technology and logistics migration efforts to transition business functions, and to coordinate third-party technology vendors.
Key challenges included:
- Extremely aggressive timeline for consolidation and post-acquisition integration, a challenge made greater by the fact that the move occurred over the Thanksgiving and Christmas holiday season
- Low morale amongst many of the acquired company’s employees because of an impending office closure
- High need for knowledge transfer because of the existence of very little system and process documentation
- Requirement to implement a new call recording solution to handle additional customer volume, as well as the need to upgrade the existing telephony system to support new remote offices
- Resource constraints due to existence of conflicting projects within the client’s customer service program management office
Our team drove the consolidation of the acquired company’s technology infrastructure into Moni, which included migrating telephony systems and lines, application hosting, and user access. After migration, we ensured stabilization of the systems and technology platforms and restoration of business operations to client standards.
Assessment: The Sendero team gathered information of the acquired company’s existing infrastructure, application, and telephony environments. The assessment identified and addressed the following interdependent components:
- Alarm receiver hardware
- Telephony circuits
- Toll-free number routing
- Alarm monitoring software
- Customer Relationship Management software
- Server and network infrastructure
- Avaya PBX
Design and Planning: Because downtime is not acceptable in the alarm monitoring industry, significant planning and coordination was necessary across networking teams and telephony providers to avoid any loss of signals. As a result, Sendero led the team to design a solution that allowed for the seamless migration of signals to the Moni headquarters while maintaining the capacity at the acquired company’s Alarm Response Center to manage alarm responses. We also identified the need to upgrade the Avaya telephony environment and call recording solution to accommodate the increased volume of traffic. Likewise, storage and database environment capacity upgrades had to be coordinated with data conversion efforts to import historical customer information.
Execution: After collaborating with key stakeholders to identify the key needs, and designing a seamless solution for migration, our team of experts led a hands on implementation process to ensure the stabilization of systems and technology across the entire business. Through implementation, the Sendero team:
- Led the team to install the necessary capacity upgrades, including alarm receivers
- Coordinated efforts with telephony carriers to synchronize the transition of alarm phone numbers to the Moni site and validate that signals were received and processed accurately
- Managed the hardware and network installations to host the migrated data and systems in a manner that supported PCI compliance
- Managed the setup of the acquired company’s Alarm Response agents onto the Moni Avaya platform and validated their ability to receive alarms and calls
Sendero successfully migrated the hosting of all applications and receipts of all alarm signals to the client’s data center headquarters, in addition to migrating the acquired company to a stable, upgraded telephony platform. These changes enabled seamless integration of customer care and monitoring functions, without a disruption in alarm monitoring or customer service.The speed and success of the migration empowered Moni to leverage the existing customer base of the acquired company and to maintain working relationships with third-party service resellers.