The Company
Since 1999, Securacore has been a service provider of the highest quality electronic security solutions for domestic, commercial, industrial and governmental organisations.
Having worked for many of the top 50 companies in Australia, a number of multi-site educational campuses, plus major multi-site retail giants, they possess extensive experience in working across a wide range of industries and property types.
The Situation
Securacore were looking to partner with a new alarm and security monitoring service provider to help provide a more high-quality service to their clients.
They already knew of Central Monitoring Services through their long-standing industry relationships and our strong industry reputation for great customer service.
Securacore enquired about partnering with CMS, and in doing so, sought to understand the benefits of partnering with us over our competitors.
The Challenge
When Securacore first came to CMS, they were facing the challenge of inconsistent response times and service delivery, as well as several frustrations with the lack of ability to onboard or assist customers outside of standard business hours.
These challenges were proving difficult for Securacore to navigate, and they were struggling to find the ideal solution for both them and their clients.
In particular, Securacore had a multi-site retail client with complex security requirements that also needed to be addressed.
The Goal
Having previously worked with other security partners where response times were great one day, yet terrible the next, they knew consistency was exactly what they needed to help provide a better service to their clients.
The Solution
As part of our initial conversations, CMS was able to demonstrate to Securacore how we would respond to one customer in the same way in which we would respond to all customers – regardless of their size, industry or property type.
CMS also proved that we have the necessary expertise on every shift, day and night, to onboard clients and assist with any situations as they arise.
This was the promise of consistency that Securacore was looking for.
At the same time, we were also able to outline how CMS would deal with the complex and demanding nature of Securacore’s multi-site retail client and address their alarm monitoring challenges through our consistent customer service
The Outcome
The solutions offered by CMS to Securacore were taken up and the new working partnership began.
Security advisory was provided by our Customer Service Manager at CMS to ensure that Securacore could provide the highest level of service possible to their clients.
As well as this, a consistent response and service provision was implemented across the board, helping to alleviate the frustrations felt by both Securacore and their customers.
The policies and procedures surrounding the alarm and security monitoring of Securacore’s multi-site retail client were also significantly improved with this new partnership.
The Results
Securacore is now able to promise its customers a much more consistent security response, thanks to its partnership with CMS.
At the same time, their multi-site retail client enjoyed a much higher quality of customer service – one that addressed their complex requirements and implemented the ideal solutions to meet their needs.
As a result of the partnership, the number of sites managed by Central Monitoring Services significantly increased by 38 percent– a testament to our team’s dedication to customer service.
Securacore has now been a valued bureau client of CMS since 2017, and the partnership continues to thrive to this day.
Key Partnership Stats:
Established
25 years
Years in partnership
7 years
Growth in sites monitored by CMS
38%
Central Monitoring Services are the experts in residential, commercial and industrial security across Australia.
Australian-owned and operated since 1989, our team has more than 35 years of experience in the fire and security industries, yet it’s our high level of quality customer service that truly sets us apart.
At Central Monitoring, you’re not just another number. Rather, we make ourselves available to you, day and night, with our complete alarm monitoring and technical support services.
For more information, call 1300 655 009 or click below.
