3Si has been through a lot of change over the last year, positioning our organization to make stepwise improvements in the way we support safer, more secure environments for our customers. While our portfolio of solutions and DirectToDispatch™ service get the limelight, less visible operational activities backstage are critical to 3Si’s operation as well as our customers’ success.


Over the past year, we’ve taken significant steps to improve how we support our customers behind the scenes—because in our view, the relationship doesn’t end when the product ships. That’s just the beginning. Our responsibility is to ensure every solution delivers real value, day in and day out, and that means evolving how we train, support, and stay connected long after initial deployment. Here are just a few exciting operational enhancements and their significance to our ecosystem of customers and partners.

 

Back-end integration delivers a seamless customer experience

 

The first step has been integration of back-office technologies. Following the unification of three great companies with 3Si: Wren Solutions, Edge360 and CovertTrack, we wanted to ensure our customers receive seamless, uninterrupted support. This required some work on the back end to merge customer contact databases, cross-train customer support teams, and integrate the technologies used to provide best-in-class customer service. We’ve consolidated resources, contact points and technologies to ensure that with every support inquiry, every customer receives consistent and complete support.

 

Technology investments accelerate ticket resolution

 

To streamline and expedite ticket handling, we deployed ZenDesk as the centralized ticket management system to handle support requests. Our ZenDesk implementation was completed in July of 2024 and in the nine months since deployment, we’ve seen outstanding results! We’ve also built a knowledgebase — a full repository of support responses and solution information that serves as the single source of truth for our customer support team and also provides customers access to self-help information. This leads to faster, simpler ticket resolution. In fact, in the first six months after implementing the knowledgebase and ZenDesk, we received approximately 12,000 customer service tickets. The vast majority of those tickets — 85% — were resolved on one touch, either through self-service or with a customer support professional. We’re committed to offering our customers outstanding service at greater speed to resolution.

 

Customer Success Team supports optimal outcomes

 

3Si’s US-based Customer Success Team is dedicated to ensuring that our customers can use our products and succeed in their business initiatives by preventing crime or quickly resolving crime events with the best possible tactics. We don’t just want our customers to own and use our products; we want them to use our products to effectively secure environments. Our Customer Success Team has a mission to do just that! From working to distribute and verify upgrades to answering questions, to sharing best practices from our seasoned on-staff law enforcement and security experts, and offering custom training, our team is committed to supporting our customers on all fronts to ensure optimal outcomes. They also help identify resource gaps on the customer’s site to propose resources that build more effective end-to-end security.

 

Your world. Safer.

 

These are just a few of the operational enhancements taking place behind the scenes to position our customers for optimal success. Driven by a deep responsibility to protect what matters most, and with a mindset focused on constant improvement, we’re just getting started. Together with our customers, we’re making meaningful strides in the fight against crime—and we won’t stop until every community, every business, and every person feels safer. We look forward to our continued partnership with our customers in the fight against crime.