Flock Safety Case Studies

iBirds Software Services Pvt. Ltd. > Flock Safety Case Studies
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About Flock Safety

Flock Safety is a US-based technology company specializing in public safety solutions, primarily automated license plate recognition (ALPR) systems. Founded in 2017 and headquartered in Atlanta, Georgia, it provides AI-powered hardware and software to help law enforcement and communities prevent crime. Its key products include Falcon and Sparrow cameras for vehicle identification and Raven, an audio gunfire detection system. The company operates on a subscription-based model, leasing its devices to law enforcement, homeowners' associations, schools, and businesses. In 2022, Flock Safety secured $380 million in funding, reaching a $3.5 billion valuation. In 2024, it expanded by acquiring Aerodome, a drone manufacturer for law enforcement.

Business Growth Challenges and the
Need for a Self-Service Portal

  • The client’s customer and business partner base was rapidly growing.
  • Needed a self-service portal for business partners.
  • Partners should be able to log in and raise support tickets for assistance.
  • Required a system to track and manage orders and ongoing installations.
  • Aimed to improve operational efficiency across the organization.
  • Needed effective management of support requests and complaints raised by customers and partners.
  • Focus on streamlining order processing, installation tracking, and customer support workflows.

Implementation by iBirds

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We designed and created a self service Community Portal dedicated for its Partners to address their information needs and to raise requests/complaints.

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We created a custom code based Email Service for its customers where they could contact the Client team through emails regarding any issues/support. Once an email is received at Client's end, it would get processed under different logics and perform various actions in the customer's account/record accordingly. This has also helped the Client's team better manage the email support channel.

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We built a user-friendly Project Management Tool which automated the creation of Projects for each new Customer who has agreed to buy Client's Products, based on the Opportunity's progress. The Project would self update, taking cues from the various ongoing activities from the Client's onsite and offsite teams. The Tool also sent updates to the customers through emails at various stages of Product installation. This has immensely helped the Client in achieving high efficiency in resource management and superior customer SLAs.

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We implemented and orchestrated an internal system for the Support team to handle all the Customer requests/complaints through Cases. We also incorporated the Client's need to track the permits from the respective State Government, with the help of this system.

Technologies used in the implementations

  • Salesforce Sales & Service Cloud
  • Salesforce Community Cloud
Technologies used in the implementations Flock Safety