Alan Durnan, Brinks

Brinks gains competitive edge with digital handheld patrol solution

Pictured: Alan Durnan, Brinks director of security services Image: ISAI

6 October 2014

“All of our back-end business systems are Windows-based, and we thought that Windows Phone was the most secure operating system and far less expensive than other smartphones on the market,” says Durnan.

Brinks guards collect patrol data by simply passing their smartphones over NFC contact points rather than recording checkpoint status on paper logs. The data is immediately sent to Brinks’ back-end systems for analysis, reporting, and billing. If a patrol checkpoint is late checking in, an alert flashes in a central control room and operators contact the officer over the smartphone and ask if everything is OK. If there is no response, they immediately send assistance.

Brinks field technicians are using the same solution to replace laptops and spreadsheets as they do for receiving assignments, accessing technical documentation, submitting completion reports, capturing customer signatures, and more. “Everything our field engineers need is on the smartphone,” Durnan says.

Brinks has deployed Windows Phones to 150 guards and field engineers, with plans to roll them out to all Security Service customer locations in Ireland.

Deliver real-time reports to customers
With the Windows Phone solution, Brinks can get more accurate reports to customers in real time. Instead of receiving a 50-page report four weeks after a patrol, a customer gets real-time notification of a security incident through e-mail or text message. The officer also has the option to incorporate a photo in the alert.

Improve efficiency, speed billing and cash flow
The digital solution eliminates paper and associated costs. “By using our Windows Phone patrol solution, supervisors no longer need to collect patrol logs and create reports,” says Boyle. “Our supervisors have achieved significant efficiency improvements, giving them more time to work with security guards and develop customer relationships. We’ve also been able to accelerate our billing cycle by automating patrol reports.”

It takes just 15 minutes to train guards and technicians on the new solution. “Most people know how to use a smartphone, so the Service Pro solution is easy to pick up,” Durnan says. Also, the Windows Phone platform gives guards the ability to use familiar Microsoft Office programs to receive and respond to e-mail, receive procedure updates, and stay connected to corporate news while on patrols.

Differentiate services and gain competitive advantage
Service Pro is a key differentiator for Brinks Ireland in a very competitive market. Since launching the solution, Brinks Ireland has won more than €1 million in new business and retained key clients. “Our Windows Phone solution helps us stand out from the crowd,” Boyle says. “It certainly gets us on the short list.”

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