When something goes wrong in your operation, you don’t have time to wonder who to call or what happens next. You need someone to answer, understand the urgency, and start moving the issue toward resolution immediately.
That’s why we created the Customer Engagement (CE) team, a dedicated group within Technical Support that serves as the first point of contact for customers when bringing an issue to support. Whether the issue involves alarm monitoring or business management software, this team steps in first to assess and guide the next steps.
Why We Built This Team
We recognized that your first interaction during a support issue sets the tone for everything that follows. The Customer Engagement team was created to provide a single, reliable point of entry into Technical Support. Their role goes beyond answering calls or acknowledging tickets. They are trained to quickly determine urgency, identify patterns, and either resolve the issue immediately or move it efficiently to the right technical team — all while keeping the customer informed.
What the Numbers Show
From May 2025, when it was created, through December 2025, the new Customer Engagement team handled more than 14,000 cases.
Of those:
- Over 7,000 were fully resolved by the Customer Engagement team at first contact.
- Another 1,000 were carefully escalated to the appropriate department.
That means more than half of all cases were closed without needing additional handoffs. This matters because every avoided escalation reduces downtime, eliminates friction, and gets customers back to normal operations faster.
How the Process Works
The Customer Engagement team begins with rapid triage. As soon as a case comes in, they assess urgency and determine the appropriate path forward. If the issue can be resolved immediately, they do so. If deeper technical validation is required, they reproduce the issue and escalate it to the next tier with detailed documentation.
From there:
- The L2 Team verifies and validates the issue, confirming whether it’s known, documented, or requires additional investigation.
- If needed, Development performs root cause analysis and determines whether a fix, enhancement, or clarification is required.
Each stage has clear ownership. Each handoff is intentional. Development receives well-validated information, which improves long-term product outcomes. And customers aren’t left guessing about what’s happening.
What This Means for You
At the operational level, the Customer Engagement team provides frontline stabilization during critical moments. They help maintain continuity of your business operations and minimize disruption.
At the relationship level, they reinforce trust.
Clear communication during high-pressure situations goes a long way. When customers know what’s happening, how complex the issue is, and what the next step will be, confidence increases — even before the issue is fully resolved.
The goal isn’t just faster tickets. It’s a better support experience from the very first interaction.
Leadership Behind the Team
The Customer Engagement Team is led by Jacob Perez, Customer Support Manager – Customer Engagement. Jacob brings 17 years of experience in the Security and Alarm Industry and has spent the last five years at Bold Group supporting customers in time-sensitive operational environments. His focus is on building structured, reliable processes that reduce stress for customers and create stability when it matters most.
Moving Forward Together
The Customer Engagement team represents an important evolution in how we support our customers.
By investing in strong frontline triage, prioritizing first contact resolution, and standardizing workflows across teams, we’re making it easier for you to get the help you need — quickly and consistently.
Support works best when it feels steady, predictable, and responsive. That’s the foundation the Customer Engagement Team was built to provide.