Gatekeeper Systems Achieves 20X ROI with Atheer, Saving $2.7M Annually

As a leader in retail loss prevention technology, Gatekeeper Systems faced increasing pressure to scale its field operations while maintaining exceptional service quality. By partnering with Atheer, Gatekeeper streamlined its workflows, improved technician performance, and achieved remarkable outcomes, including a 20x ROI, a 40% improvement in first-time fix rates, and $2.7M in annual savings.

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About Gatekeeper

Gatekeeper Systems provides innovative solutions to secure shopping carts and reduce cart loss using geo-fencing and sensor networks. Headquartered in California, the company has become a trusted name in retail loss prevention, serving some of the largest retailers across the U.S.

During a period of rapid growth, Gatekeeper faced the challenge of scaling its service operations to meet increasing demand. With both an internal field team and a network of third-party Approved Service Providers (ASPs), the company needed a solution to address inefficiencies, improve training, and maintain high service standards.

The Challenge with scaling without sacrificing quality

Scaling operations without compromising quality revealed significant challenges:

• Limited technician oversight: Managing a geographically dispersed team made real-time communication difficult.

"We didn’t always have direct communication with the technician doing the work. By the time they left the job site, it was often too late to fix errors," said Ryan Harter, Senior Director at Gatekeeper. 

• High failure rates: Gatekeeper’s specialized systems resulted in a 30% failure rate on first-time installations, leading to costly return visits.

"Each return visit represented not just added costs, but also delays in service delivery," Ryan noted.

• Resource constraints: Training technicians on the niche system required significant time and oversight. Without real-time support, technicians struggled to complete complex installations efficiently.

• Operational inefficiencies: The company relied on outdated tools for oversight and documentation, which limited visibility into ongoing work and made it difficult to escalate issues in real time.

Bruce Breeden , Vice President at Gatekeeper, highlighted the broader issue:

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"Our previous methods couldn’t keep pace with our growth. We needed a scalable solution that maintained high service standards without overburdening our team."

Empowering Technicians and Managers with Smarter Tools

Gatekeeper turned to Atheer, an advanced platform designed to optimize field operations through real-time support, streamlined workflows, and centralized visibility.

Key features of Atheer included:

• AiR Sessions for real-time assistance: Technicians could connect with experts on-site, resolving issues immediately and avoiding costly return visits.

"Atheer gave us a direct line to the person doing the work, ensuring issues were resolved before they left the site," said Bruce.

• Digital workflows: Step-by-step instructions and interactive forms standardized installation processes, minimizing errors and boosting efficiency.

• Centralized dashboards: Managers could monitor installation progress in real time, addressing bottlenecks and ensuring smooth operations.

• Mobile-friendly training tools: On-the-job training resources and troubleshooting guides empowered technicians to perform their jobs more effectively.

"With Atheer, we can guide technicians in real-time, ensuring tasks are completed correctly the first time. This has drastically reduced our return visits and improved customer satisfaction," shared Ryan.

Results: Transforming Operations with Atheer

Since implementing Atheer, Gatekeeper has achieved significant improvements across multiple facets of its operations.

• Improved first-time fix rates: With real-time support and guided workflows, first-time fix rates improved by 40%, reducing errors and ensuring installations were done right the first time.

"Our technicians now have the tools they need to succeed. They’re more confident and more effective," said Ryan.

• Reduction in truck rolls: Gatekeeper cut truck rolls by 43%, saving $450,000 annually and freeing up resources for growth.

"This reduction has helped us serve growing demand effortlessly while cutting costs," Ryan added.

• Enhanced installation capacity: By streamlining workflows and improving efficiency, Gatekeeper increased its monthly installations by 20%, driving additional revenue without increasing headcount.

"Atheer has unlocked new growth opportunities while maintaining the quality our customers expect," said Bruce.

• Empowered technicians: Technicians embraced Atheer’s intuitive tools, citing reduced stress and improved access to resources as major benefits. This fostered a more capable and confident workforce.

• Financial impact: The combination of cost savings, increased capacity, and enhanced service quality resulted in a 20x ROI within six months.

"Atheer has revolutionized our field operations. From cutting costs to boosting technician performance, it’s transformed how we do business," concluded Bruce.

Looking Ahead

Gatekeeper plans to expand its use of Atheer’s AI capabilities to analyze support trends and optimize technician recommendations. By harnessing these insights, the company aims to further enhance service efficiency and maintain its competitive edge.

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"Atheer’s AI capabilities will allow us to refine training and support, ensuring we stay ahead of the curve as our business evolves," said Ryan.

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Summary Metrics

Key Results at a Glance:

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