Enhancing Safety and Customer Experience for Securitas Direct

Securitas helps make the world safer for clients and their customers by combining specialized guarding services with world-class technology

Goals

To offer additional services that enhance Securitas customers’ experience.

Strategy

Together, we designed a comprehensive Customer Journey to address every need of the end customers and ensure they feel cared for at every interaction with the brand. This journey encompasses customer acquisition, post-sales support, and customized upselling actions.

Implementation Steps

Customer Journey Mapping: Created a detailed plan to meet end customers’ needs at every interaction point, from initial contact to post-sales service.
Technological Integration: Implemented innovative tools to improve customer experience:
- Customer Eyes: Enabled remote issue resolution by accessing customers’ mobile device cameras.
- Call Me Back: Facilitated easier customer contact and follow-up.
Training and Development: Trained Securitas staff on new processes and tools to ensure seamless integration and optimal use.
Monitoring and Feedback: Continuously monitored performance and collected customer feedback to refine and enhance services.

Results

Increased Customer Satisfaction: Achieved a 2 p.p. increase in customer satisfaction.
Improved Responsiveness: 82% of calls were answered within 20 seconds, significantly improving contact ability.
Enhanced Customer Experience: Implemented innovative tools such as “Customer Eyes” and “Call Me Back” to address customer issues efficiently and improve overall satisfaction.

Client Testimonial Raúl Serrano, Chief Operations Officer, Securitas Direct

“Since the 2014 release of our first campaign with Atento’s team, where we addressed our customers to determine their level of satisfaction with our service, until the present day, where we cooperate in value-added campaigns, new product sales, continued service-innovation offerings, visit scheduling, welcome calls, customer service, and more, we have increased our resources and consolidated a partnership where the quality of customer care and excellent service is at the heart of every project.”

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