UCST Command Center

UCST Command Center v2.0

One team · Three call modes · Commercial | Residential | Member & Pro interactions

3 Call Modes Commercial Residential Member-Facing Pro-Facing 6 Coordinators 30-Day Pilot

UCST

STRIKE TEAM

ONE TEAM · SAME ROLES · THREE DISTINCT SWIM LANES · DIFFERENT LANGUAGE, TOUCHPOINTS & FLOWS BY LANE

MEMBER-FACING MODE

C-01→C-26 · Business accounts · Sedona + Salesforce

Member-Facing

Business owner / decision-maker. Professional tone, ROI-focused, respect their time. Reference their business name constantly.

Pro-Facing

Field technician. Technical, concise, process-first. They need job data fast — scope, zones, panels, permits.

Pre-call focus: Confirm access, contact on-site, permit status, scope changes
QA focus: Zone count verification, monitoring path confirmed, panel test passed
Post-install focus: Staff trained, monitoring active, service agreement signed

TECHNICIAN-FACING MODE

R-01→R-16 · Home accounts · Salesforce FSL

Member-Facing

Homeowner. Warm, family-safety focused. Educate without overwhelming. They want to know "is my family protected?"

Pro-Facing

Field technician. Job-number first, device list second, any site anomalies third. Keep it crisp — they're between jobs.

Pre-call focus: Confirm address, access, pets, preferred tech arrival window
QA focus: Device test, app setup confirmed, UCC/CS code set, member knows how to use system
Post-install focus: Member education complete, false alarm prevention, referral loop

Call Type Matrix

CALL TYPE	COMMERCIAL	RESIDENTIAL	OWNER

Member-Facing Mode

C-01→C-26 Workflow · Business Accounts · Sedona + Salesforce · Professional member interactions

SedonaSalesforce FSLCommercial PermitsZone Verification

Commercial Talking Points — By Call Type

📞 PRE-INSTALL CALL — Business Owner / Decision Maker

Tone: Professional, brief, respectful of their time. They care about minimal business disruption.

Member-Facing (Owner)

Reference their business name immediately
Confirm on-site contact and access point
Set time window — confirm no conflicts with business operations
Confirm permit pulled and approved if required
Ask about any scope changes since original quote
Confirm who signs off on install completion
Remind them: tech will present system walkthrough to designated staff member

Pro-Facing (Tech)

Give job number first, always
Confirm zone count and panel model
Flag any permit or access issues discovered in pre-call
Confirm commercial monitoring path (IP/cellular)
Note if business has specific hours or security protocols
Confirm staff training is expected — who's receiving it
Any special scope: cameras, access control, sprinkler supervision

🔍 QA CALL — Post-Install Quality Check

Member-Facing (Owner/Manager)

"Is your system fully operational from your staff's perspective?"
Confirm all staff who need codes have codes
Verify they know how to place system on/off test
Confirm monitoring certificate delivered
Ask about any punch-list items tech noted
Confirm invoice/paperwork received
Open door to service agreement questions

Pro-Facing (Tech) — Close-Out Call

"Walk me through zone count — match the scope sheet?"
Confirm panel communication test passed
Confirm monitoring path primary and backup
Any deviations from scope? Document them now
Staff training completed — who received it?
Any items left open or scheduled for return?
Confirm job status in Sedona/Salesforce before hang-up

📬 POST-INSTALL / FOLLOW-UP

Member-Facing (Owner)

Open with business name — shows you know them
Confirm system has been used successfully since install
Any staff questions or false alarm events?
Confirm they're on monitoring — give CS number
Service agreement review — any questions?
Referral: "Do you own or manage other locations?"
Upsell check: cameras, access, additional zones?

Objection Handling

"Too busy" → Schedule a 3-minute callback
"System seems complicated" → Offer staff re-training
"False alarm happened" → Activate false alarm prevention protocol
"Thinking of cancelling" → Escalate to concierge save path immediately
"Want to cancel monitoring" → ROI conversation: permit discount, liability reduction
"Permit issues" → Connect to coordinator for resolution support

Commercial QA Walk-Through — Step by Step

Commercial Member Education — After-Install

Technician-Facing Mode

R-01→R-16 Workflow · Home Accounts · Salesforce FSL · Family-safety focused member interactions

Salesforce FSLAlarm.comApp SetupUCC/CS Codes

Residential Talking Points — By Call Type

📞 PRE-INSTALL CALL — Homeowner

Tone: Warm, friendly, family-safety focused. They may be nervous. Reassure and excite.

Member-Facing (Homeowner)

Use their first name — feels personal
Confirm full address including any gate codes
Ask about pets — very important for tech safety and liability
Confirm preferred 2-hour arrival window
Confirm who'll be home to let tech in (must be 18+)
Set expectations: install takes 2–4 hrs depending on system size
Let them know tech will walk them through everything at the end
Ask if they've downloaded the Alarm.com app yet

Pro-Facing (Tech)

Job number first — always
Member name and confirmed address
Any access issues: gate code, dogs, narrow driveway
System type: confirm equipment list
Window confirmed with member
Note if member requested specific placement discussions
Remind tech: full end-user walkthrough expected before leaving

🔍 QA CALL — Post-Install Quality Check

Member-Facing (Homeowner)

"How was your experience with the technician today?"
Confirm app is downloaded and working
Confirm they know their UCC and CS codes
Confirm they've tested the system at least once
Ask about any devices that felt confusing
"Do you feel confident your home is protected?" — if no, offer education call
Mention 24/7 monitoring is live

Pro-Facing (Tech) — Close-Out

Device count — match work order?
All sensors tested and reporting?
Panel communication confirmed (cellular/IP)?
App activated and linked to member's account?
Member walkthrough completed? Note who received it
Any open items or damage noted on-site?
Job status updated in FSL before close

💛 CANCEL SAVE — Residential

Save Framework (L.A.C.E.)

Listen — let them finish, don't interrupt
Acknowledge — "I completely understand your frustration"
Clarify — "Can I ask what specifically prompted this?"
Empathize + Execute — solve the root cause

Save Options by Reason

Cost concern → Review plan, downgrade option, billing review
Moving → Transfer service offer
Technical issue → Same-day service escalation
Never used it → Full education/re-onboarding call
Competitor offer → Loyalty discount review
Unhappy with tech → Service recovery protocol

Residential QA Walk-Through — Step by Step

Residential Member Education — After-Install Issue Handling

Member Interaction Playbook

All member-facing (B2C) talking points, language guides, and tone standards — Commercial & Residential

Language & Tone Guide — Members

✅ ALWAYS SAY

→ "Your family's safety / your business's security is our priority"
→ Use their name at least twice per call
→ "I want to make sure you feel completely confident..."
→ "You're protected 24/7 — here's how that works..."
→ "Is there anything else I can clarify for you today?"
→ "I'm logging this for your account right now"
→ "Our technician will walk you through everything"

❌ NEVER SAY

✗ "I don't know" — say "Let me find out for you"
✗ "That's not my department" — own it, route it
✗ "You should have been told that at install"
✗ "There's nothing I can do about that"
✗ "The technician should have shown you"
✗ "Per our contract..." (sounds adversarial)
✗ "I can't do that" — find what you CAN do

Pro / Tech Interaction Playbook

All pro-facing (field tech) talking points, close-out scripts, and QA coordination language

Language & Tone Guide — Pros

✅ PRO CALL FORMULA

→ Lead with job number — always
→ Keep it under 3 minutes when possible
→ Confirm, don't interrogate — "Just verifying..."
→ Acknowledge good work: "That job closed clean — appreciate it"
→ Give them what they need, then let them go
→ If QA issue: "Here's what we need to clear this..."
→ Document everything before hanging up

❌ AVOID WITH PROS

✗ Lengthy explanation before getting to the point
✗ Blaming language: "Why didn't you..." — instead: "We need to..."
✗ Asking for information already in the system
✗ Vague requests: "Can you check on that?" — be specific
✗ Calling during active install without urgency
✗ Leaving voice mail without a specific callback action item

All Templates

Every email, text, and call script — organized by lane and type. Click copy to grab any template instantly.

QA Playbook

Step-by-step QA walk-throughs and after-install issue handling for both Commercial and Residential lanes

Account Setup Gantt Chart

Standard timeline from sale creation through QA close-out — Commercial and Residential side-by-side

Account Setup Timeline — Days from Sale

Commercial Residential Shared

PHASE / TASK

SLA TARGETS BY LANE

COMMERCIAL

Pre-call: within 24hrs of sale · Install: within 5 business days · QA: same day as install · Follow-up: within 48hrs · Close-out: within 72hrs of install

RESIDENTIAL

Pre-call: within 24hrs of sale · Install: within 3 business days · QA: same day as install · Follow-up: within 48hrs · App confirmed: day of install

Daily · Weekly · Monthly Trackers

Metrics framework by time horizon — feeds into Excel Master Tracker

Daily Metrics

Pre-sale calls completed per coord
QA calls completed vs. queue
QA first-pass rate (pass/fail count)
Cancel saves attempted / saved
Post-install calls completed
Upsells identified
Schedule fills completed
Accrual jobs cleared today

Weekly Metrics

QA backlog age (avg days open)
Accrual queue delta vs. prior week
Cancel save rate % by coord
QA first-pass % vs. baseline
Referrals generated this week
Upsell pipeline value added
Commercial vs. residential volume split
Tech close-out calls completed

Monthly Metrics

CC rate vs. 5% target
Go-back savings vs. $3.6M goal
RMR saved via cancel save program
Upsells closed (new RMR line)
Member NPS delta vs. baseline
Referrals → installs conversion
QA first-pass rate trend (4-week)
Revenue impact vs. AOP target

📥 EXCEL TRACKER DOWNLOAD

Download UCST_Master_Tracker.xlsx for the full Daily/Weekly/Monthly/Gantt workbook with dropdown validation, auto-totals, and delta tracking. Open separately from this portal.