Security services companies, large and small, expect excellent service at the lowest cost, and that’s especially true if they only see security as a cost. By being more strategic and proactive, security companies that have embraced technology are able to align their services with an organization’s overarching goals which further supports the idea of security as a value add, rather than a cost center. So it is the job of security service providers and technology companies to demonstrate how they provide added value to clients and stakeholders as well as a demonstrable way to measure return on investment by monitoring key performance indicators.
Measuring Service Delivery Excellence
Over the years, several famous methodologies were invented. The Kaizen methodology springs to mind, which is an approach that constantly pushes toward continuous improvement in an organization based on small positive changes. Six Sigma is a set of techniques and tools for process improvement. There’s the Total Quality Management (TQM) method, Operational Excellence, and the list goes on and on.
Measure What Matters
However, you have to measure what matters. And what matters is different depending on the perspective of the measurer. For example, in a security service company, you likely have these perspectives that each care about measuring something different to increase performance, efficiency and ensure the long-term success of their business.
- Financial Perspective: How do we track revenue and overhead? How can we keep track of overtime costs, cost ratio, and overtime per account? How can we calculate monthly invoice totals and revenue by account?
- Operational Perspective: Can we easily track what’s happening in the field, why, and when, and then be able to make a swift decision on what to do next? Can we track incidents by severity or location? How to ensure that all checkpoint tours are completed on time and on schedule?
- Human Resource Perspective: Can we monitor employee performance metrics like missed shifts, incomplete tours, or early clock-outs? How do you closely keep an eye on payroll and hours worked?
- Customer Perspective: How do our clients see us? What specific services and technology features visibly contribute to our client’s satisfaction and add value?
How TrackTik’s Security Workforce Management Solution Can Help
At TrackTik, we define service delivery excellence as “If a customer has a problem, it’s our problem.” It’s part of TrackTik’s company culture, along with dedicated customer service, innovation and technology, and integrity.
So we engage our clients and stakeholders from the start by analyzing their needs and what service delivery excellence means to them so we can be sure that we add value with client-focused features, help clients automate and digitize their operations, and use operational insights to make activity analysis and measurement more effective.
Before the start of the Covid-19 pandemic, TrackTik was already engaged in helping clients with their digital transformation initiatives. But the pandemic created a sense of urgency and accelerated digital transformation as businesses realized it was critical to keep their operations running smoothly even if the world was slowing down. Fortunately, TrackTik’s cloud-based security workforce management solution provided businesses with uninterrupted operations and access to critical data from anywhere so they could continue to deliver service excellence to their clients remotely.
As we watched companies pivot during the pandemic, take on new clients and security officers, our automated scheduling, reporting, and invoicing tools were crucial to making the transition that much easier. The ability to move previously stationary officers to mobile patrols also helped clients stay operational at all times.
Here’s a brief overview of our solutions and how they can help you improve your service delivery excellence posture.
- Security Operations
Improve your workforce management system’s real-time visibility and communication and help your business offer better service value and actionable data to your clients with Guard Tour, Checkpoint Creation, and Incident Reporting.
- Mobile Services
Schedule and manage patrol routes and responsive jobs for mobile officers in real-time to optimize efficiency and fulfill client service-level agreements with Runsheet Management and Dispatch Patrols.
- Administrative Functions
Run a smarter business with automated administrative functions like Scheduling, Payroll, and Billing that reduce manual tasks and increase organizational efficiency.
- Insights and Analytics
Leverage your data to improve your clients’ experience and make better-informed decisions through easy access to customizable, function-based dashboards that offer Insights and Reporting.
TrackTik for Security Firms
TrackTik helps security firms centralize operations and win new business by increasing efficiency and transparency. Follow the progression of security officers, streamline incident reporting, enhance communication between teams, and demonstrate the added value you deliver to clients with advanced data analytics for real-time insights. Here are just a few of the ways TrackTIk can help your security firm.
- Centralize operations
- Win new business
- Increase efficiency & transparency
- Follow the progression of guards
- Streamline incident reporting
- Enhance communication
- Demonstrate added value with analytics for real-time insights
TrackTik for Corporate Security Departments
TrackTik helps corporate security departments improve in-house operations by measuring security performance with real-time data insights that identify incidents and track officer activity. Reduce corporate risk, control your security budget, and share business intelligence across the organization to demonstrate the value of your security program. Here are just a few of the ways TrackTIk can help your corporate security department.
- Improve in-house operations
- Measure security performance
- Real-time reporting or data insights
- Identify incidents & track officer activity
- Reduce corporate risk
- Control spending/security budget
- Share intelligence to demonstrate the value of security program
TrackTik’s security workforce management software is not just helpful to get the processes behind your security operations in order; it can help you improve your service delivery excellence by measuring what matters and to whom.
If you’d like to learn more about delivering service excellence, be sure to join TrackTik at GSX in booth 629 taking place in Orlando, Florida, at the Orange County Convention Center from the 27th – 29th of September 2021.
TrackTik was founded in 2013 and quickly established itself as a market leader with the mission to build better software so its clients can run smarter businesses. TrackTik’s cloud-based technology enables security organizations to connect frontline staff, back office management, and their clients to drive improved operational efficiency and data insights. TrackTik helps security professionals make automated, data-driven decisions with its seamless approach to system connectivity. Headquartered in Montreal, Canada, with offices in the United Kingdom and the Netherlands, TrackTik offers four integrated suites of tools – Security Operations for Guarding, Back Office Management, Mobile Patrol and Dispatch, and Business Intelligence & Reporting Analytics, to help security service companies follow the progression of guards, reduce manual tasks, lower costs, and demonstrate value.