A company specializing in integrated security systems was seeing huge levels of growth, which was driving reliance on disparate systems they were using to manage internal HR, security alerts, and third party data. Existing processes involving tools such as email and spreadsheets were simply no longer sufficient for the increased volume of activity.
To overcome this challenge, the company was looking for a streamlined solution that would scale to their growth and have the capacity to allocate complex tasks as part of their existing security command 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.
They also wanted to unify multiple data sources, including third-party information, into one alert tracking system that could manage these processes at speed. Additional requirements included the ability to classify and allocate alerts to the relevant site and job role in real time, and automate processes based on accurate predictions.
What we did
We evolved their command center from a manual, semi-structured email and spreadsheet-based processing system to a fully automated, A.I. embedded ticket tracking system that could predict needs and scale with their business growth.
A.I. embedded automation was identified as the best approach for building a single pane of glass across their end-to-end business operations. To achieve this, we unified multiple data sources in a bespoke UI that provided tailored displays, filtering options, triage, and reporting capabilities for all security alerts.
First, we analyzed the data from multiple disparate sources, before unifying it into a single system, enabling alerts to be classified and allocated appropriately. Each of these alerts was augmented with information extracted from additional systems. This was all displayed as a queue in a streamlined UI for a comprehensive view of the triage.
Using the unified data, the system was capable of identifying patterns and trends over time. This allowed us to build bespoke alert processing into the UI, including a closed loop resolution feature that automated the triage process by categorizing each alert accordingly. This enabled operators to respond to each relevant security trigger as it came through, with the right people being automatically informed as alerts were resolved.
Finally, we added integrated user management and introduced analytics to surface insights about the alert patterns over time.
The final solution was a full upgrade to the client’s IT infrastructure and command center. The system now combines a huge range of disparate alert systems, from vehicle to security guard monitoring, into one closed loop ticket handling system.
Combining both automation and prediction, this solution delivers several key benefits:
Improved Core Business Functions
By significantly reducing the 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 customer 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 . This increased their marketing appeal, enabling them to build confidence with customers and ultimately win more business.