Ryan Higgins, Director of Customer Success at Alianza, wanted to provide a better experience for Alianza's phone service provider customers. Ryan knew that to create a great customer experience he would need to eliminate customer pain points. One major pain point that phone service providers encounter is ensuring that their customer's e911 (Enhanced 911) address information is valid.
Whenever a caller in the United States dials 911, a signal is sent to the caller's phone service provider's e911 database. The signal then performs a 911 address lookup for the name and location of the caller and returns this information to 911. This process allows 911 to send emergency responders to a caller's address, without needing to rely on the caller for the specific location information. (If this technology was around in 1993, the runtime of The Fugitive, starring Harrison Ford, would've been cut down significantly.)
Telephone service providers in the United States are required to have address information for their customers to ensure that the process works. It is imperative that these addresses are verified, otherwise emergency responders could be sent to the wrong location during life or death situations.
Historically, Alianza left the responsibility of inputting and verifying customer address information to their phone service provider customers. This oftentimes resulted in phone operators inputting misspelled or invalid addresses into the e911 address databases. In order to provide a better customer experience, Ryan knew that Alianza could take on the responsibility to verify customer address information for e911 databases. Ryan just needed the right e911 address verification solution that would help Alianza provide this service accurately and quickly.
By adapting this feature into Alianza's offerings, Ryan was able to offer Alianza's clients the ability to ensure that they had the verified e911 address for each of their customers in a fast, accurate, and simple way. As Ryan himself said, “Smarty has really made our product simple. And what our customers really like is a simple Alianza product.”
By adding Smarty's autocomplete API, not only did this mean that Alianza's clients were easily able to comply with e911 address requirements, this also meant that ambulances, police officers, fire fighters, and other 911 emergency responders would be able to more easily find people who were in desperate need. Meaning a better customer experience for Alianza's clients, but more importantly, life saving assistance for people across the United States.