ShotSpotter is deployed in approximately 90 cities across the United States, Puerto Rico, US Virgin Islands, and South Africa and is a key component to these cities’ gun violence reduction strategy. Because of its high impact for law enforcement agencies, Jeff Jaegar, Field Service Manager for the Field Ops Team, explains that “We’re continuously making sure the system and what our customers are paying for is working at all times.”
Part of staying up and running is having quick and easy access to third party technicians and being able to monitor their efficiency. If sensors are not functioning, the coverage area dwindles, and uptime suffers. ShotSpotter needed to be able to find and contact a local technician to solve the problem. While fixing the issue is one thing, ShotSpotter had little visibility into how well their contracted technicians were working, how quickly they solved problems, and what some of the common symptoms were. “We did not have a good way to see the information we needed to help better manage those products” explained Mr. Jaegar.