A security company specializing in integrated security systems was seeing huge levels of growth, and with it came a heavier reliance on disparate systems such as emails and spreadsheets to manage their internal systems and security alerts.
They were looking for a streamlined solution that would scale to their growth and have the capacity to handle more complex tasks as part of their existing control center. This solution needed to track a huge variety of operations, from monitoring security guard activity such as late shift arrivals and task delegation, to vehicle activity monitoring and incident reporting.
To do this, they wanted to evolve their control center by unifying multiple data sources, including third-party information, into one alert tracking system that could manage these processes at speed. They wanted to be able to filter alerts to the relevant site and job role in real time and manage their processes intelligently with a solution that would remove the need for manual processes.
What we did
We set out to evolve their command center from a semi-structured email and spreadsheet-based processing system to a fully automated and structured ticket tracking system that would scale with their business growth.
Intelligent Process Automation was identified as the best tool for building a solution that would act as a single pane of glass across their end-to-end business operations.
By automating the collection of all incoming alerts into a streamlined ticketing system, we set out to build a bespoke UI which would allow for tailored displays, various filtering options, triage and reporting capabilities for all alerts.
First, we set out to migrate all alerts across disparate systems the client was using into one ticketing system.
Next, we augmented these alerts with information extracted from additional systems and built a streamlined UI to display these alerts in a queue for a more comprehensive view of the triage process.
We then built bespoke alert processing capabilities into the UI, a closed-loop resolution system which automated the triage process by categorizing each alert accordingly, enabling operators to respond to each relevant security trigger as it came through, and informing the right people that the alert had been resolved.
Finally, we added integrated user management and introduced analytics to surface insights about alert patterns over time.
As a result, we were able to carry out a full upgrade of the client’s IT infrastructure by evolving the entire command center. This was achieved by combining a huge range of disparate alert systems, from vehicle to security guard monitoring, into one closed loop ticket handling system.
Improved Core Business Functions
By significantly reducing the overall time taken to respond to security alerts and enhancing service monitoring across locations, we were able to successfully upgrade our clients’ core business functions. This was achieved by providing security officers with the most relevant and timely alerts in an ergonomic manner, increasing their ability to make decisions and react accordingly.
Streamlined Data Entry
By integrating the solution with the clients’ existing people and client management software, we were able to greatly reduce the need for manual data entry by automatically pulling key information by alert type as an event was triggered.
Better Data Analytics and Auto Incident Classification
With better insights into the data collected into each alert, such as the location, person handling the alert, and manager of each region, the solution was better equipped to triage the severity of each incident.
Different classifications of severity were automatically applied to each incident based on the data collected, and locations were able to strengthen their escalation policies as a result.
Enhanced Customer Experience and Marketing Appeal
Additionally, our creation of a bespoke and intuitive UI meant that the client could show their customer just how sophisticated and effective their systems were and increase their marketing appeal, enabling them to build confidence with clients and ultimately win more business.