The vision of Brinks is to be the most respected worldwide leader in security solutions. One of its activities is to install and maintain access, security and alarm systems for banks, supermarkets, warehouses, and owners of large estates.
Pain points
One recurrent item in the security world is that customers want to be sure their security systems are operational 24h/7. So the need to be informed about everything is high. Communication is key. Because everything was done on paper, communication flows were slow, and offering full and real-time transparency was difficult. Each time there was a security issue somewhere, it took a lot of time to collect all the papers and information to inform the customer after-sales service to maintain a full working security system day in and day out, which was done according to the contract agreement.
All this was an even bigger problem for any intervention happening in the WE. Our field technicians were called and acted promptly. But when customers called the office Monday morning, the back office was not informed yet of the issue. Paperwork arrived much later….
This system was not sustainable anymore. Brinks needed a system that could give real-time overview and insight into every field service process, and that could inform customers in real-time about every field service activity: past, current, and future.
Another pain point was to being able to repair any security system at the first visit. A security system that is down, is already a bad situation. A technician that has to drive back to the office to pick up some missing parts to repair the broken system, is an additional problem. It prolonged the time the security system was down. Managing van stock and knowing what parts need to be replenished, was a key request from the Service Managers at Brinks.
