May 23, 2024

City Security Services Selects SmartTask To Enhance Customer Service And Support Growth Strategy

City Security Services has adopted workforce management software SmartTask to support its ambitious growth plans within the UK. The bespoke security solutions specialist will use SmartTask to better manage and safeguard its team of 650 officers that handle a wide range of static, mobile, reception and firewatch services at over 100 sites across London and the home counties.

“Our aim is to create a successful guarding business through acquisitions and organic growth, so it is essential that we have the tools in place to support this process,” explains Roberto Baldacci, Director at City Security Services. “SmartTask will become an important part of our IT infrastructure, providing a highly-scalable workforce management solution that ensures we continue to deliver consistent and quality security services across our expanding nationwide footprint.”

The lead company in the group recognised the need to upgrade its workforce management capabilities to reflect its aspirations moving forward. Its previous systems had lacked the flexibility and functionality to continue providing client-focused security services as the business grows. As a result, the company undertook a detailed review of the marketplace and opted for SmartTask based on the software’s ease-of-use, proven success in the security sector, and development roadmap.

SmartTask will be used throughout City Security Services’ operation, helping to streamline and automate employee scheduling, proof of attendance and live monitoring processes. Most of security team will have a SmartTask-enabled smartphone – allowing them to receive rosters, book on and off shifts, and make check calls – with the remainder using a dedicated IVR number to confirm status. Electronic forms will also improve incident reporting, enabling security officers to capture critical information and photo evidence through the app, which can then be quickly shared internally and with the customer.

City Security Services’ central control room will have a real-time overview of the status and welfare of all security officers, so it can have full visibility of performance and respond quickly to any issues. In addition, operations and HR managers will all have controlled access to relevant reports and operational data, while payroll will be able to take advantage of accurate timesheets and holiday accrual information to save time and avoid errors. The company has already enhanced its profitability reporting using SmartTask, making it possible to effectively review financial performance by client or individual site.

With growing demand for operational data from customers, City Security Services will be using SmartTask to differentiate its offering and win more business. A number of customer sites are already using checkpoint tags, which can be scanned with a smartphone by security officers on patrol to capture time and attendance details. Meanwhile, the company is working towards launching an online portal for clients to access real-time and historical information for their individual security service.

“We are always seeking to use advanced security technologies that benefit both our customers and the business. This helps us to provide a personal, proactive and adaptable service in the most efficient manner possible. SmartTask has everything we are looking for in a workforce management solution – backed by a great team, committed to ongoing development – so we are confident the software will enable us to improve transparency and continue to drive standards within the industry,” concludes Roberto.