The Situation

Before moving to Vodafone, Nepean Security used a radio network – portable radios and base-station radios – to take calls for alarm activations. Unfortunately, due to interference from other radio frequencies and lack of reliable coverage in the mountains, some of the calls were missed. A client could have a break-and-enter and Nepean Regional Security might miss the call, which meant people’s assets were not being protected adequately.

Task

Nepean Regional Security needed a reliable communications service with good coverage so that it could effectively run its business and protect its clients.

“Nepean Regional Security prides itself on the professional, quality service we provide our clients. For us to continue offering that high level of service, we need an excellent communications provider.”

Actions

• Nepean Regional Security moved all of it communication services to Vodafone’s Business Cap with Mobile Office, Mobile Email and Mobile Broadband adds on, This solution covers calls, SMS and MMS, Mobile Email & Mobile Broadband all on one monthly bill.
• A Vodafone Account Manager worked with Nepean Regional Security’s Managing Director, Gina Field, to identify the most cost-effective communications plan to support her business.
• With Mobile Office add-on, all Nepean Regional Security’s employees are covered under Vodafone’s Business User Group and can call each other free of charge.

Flexible Office

Vodafone’s Business Cap plan enables Gina to operate a cost-effective flexible office. While on the road, she can connect to the Internet via her laptop or BlackBerry® and quickly download documents, emails and software updates for her security systems.
 

Employee Safety

Some of the services Nepean Regional Security offers are extremely high-risk. Employees usually work on their own at night so looking after their safety and welfare is paramount.

“When my guards are out there on their own, they count on me for the reliability of our communications system.”

A vehicle satellite navigation tracking system is one way that Nepean Regional Security protects its employees. Whether in the office, or on the road, Gina can log-on to the system via the Internet and see where her employees are located. If there is a problem she can respond immediately and send backup.

Another communication component that helps to protect employees is messaging, both SMS and MMS. Guards send text or image messages to Gina if there is a problem on a client’s premises and she responds as required.

“I have tested the Vodafone system that I use and I know that it works and it’s going to keep my staff safe.”

Reporting

Reporting is a key component of Nepean Regional Security’s solution. Vodafone’s Business Cap provides all the communication resources that Nepean Regional Security needs to keep its clients informed – it can call, email, MMS, or SMS reports.

Guards use MMS to take photos of malicious damage, break-and-enters, or anything else that the client may wish to see. The photos are sent via MMS to Gina’s BlackBerry® so she can assess the situation and email it to the client as necessary.

If a client needs to know when a guard attended a certain place, the information can be downloaded from the Internet and sent to them directly via email.

“My clients are so impressed with the service that I can provide them, especially in regards to the reporting system. That’s what they need – constant communication.”

Security

Nepean Regional Security has used Vodafone’s solution to automate some of its security processes. A ‘Geo-Fence’ has been installed at some client premises, which is like an invisible border. When one of the patrol vehicles enters the Geo-Fence, the area monitoring device sends an SMS to Gina’s BlackBerry® so she knows where they are located.

In addition, all of the patrol vehicles have panic buttons that are linked to Gina’s Blackberry®. This setup ensures she knows when her guards are in trouble and can send emergency services to their exact location.

Results

• Cost-savings: Nepean Regional Security uses eight handsets and pays Vodafone a third of what it was paying a previous provider for just two handsets.
• Award winning best practice: Gina’s clients love the reporting systems and quick, reliable response rate. So much so, that her business has won multiple best practice awards based on feedback from clients, including a 100% score for communication.
• Competitive advantage: Nepean Regional Security’s reputation for reliability and responsiveness has given the company a significant edge over its competitors in a highly saturated market.
• Lowered risk: Now that all the safety systems are supported by reliable communications, guards and clients’ premises are protected around the clock.

“With the safety checks, the MMS, the emails and the tracking system, I need a service provider that is extremely reliable. I can honestly say that I’ve never found fault with any of Vodafone’s services.”