On Call Security
Bespoke Software
Case Study
Bespoke software built for security service company
Client:
On Call Security Group
Cloud Construct service:
Bespoke software development.
Bespoke CRM solution.
AWS cloud hosting.
How On Call Security Group increased productivity and saved money – thanks to bespoke software by Cloud Construct
On Call Security Group (On Call) offers security solutions including alarms and CCTV for residential property. The company trades across three brands Protect and Serve, Secure Homes and On Call Technical.
Highlights
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Challenges
- On Call’s off-the-shelf industry-based software licences was costing £30k per year, but it was unfit for purpose. The monthly licence fee was expected to double in price
- The software could not be networked across offices, leading to huge time and cost inefficiencies across the business
- Engineers were reliant on unreliable and basic software and could not access or update the system while out on the road
- A confusing customer contract system lead to mistakes and poor customer experience
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Our Solution
- Cloud Construct’s collaborative process ensured On Call’s bespoke software is tailored absolutely to their needs
- The resulting cloud-based software offers On Call’s employees access from anywhere
- Cloud Construct built a database focused on the fields that On Call used and needed. They are no longer restricted by off the shelf software and multiple products can now be added to customer contracts
- AWS tools offer scalability and cost efficiencies, as On Call continues to grow rapidly
Results
- On Call’s data is managed in one central, easy to use database, improving efficiencies across the business
- Employees can easily work between the two offices
- They can now allocate engineers more cost effectively
- Engineers update head office with real time data. They use their time more efficiently and save fuels costs
- On Call has a better understanding of customer needs and can offer an enhanced customer experience with the bespoke Customer Relationship Management (CRM) solution Cloud Construct developed for them.
“We were going to be paying double for an off-the-shelf system which wasn’t fit for purpose”
Nick Westwood, Operations Manager, On Call Security Group
On Call has experienced rapid growth through strategic acquisitions, expanding its customer base to over 15,000 across three brands. The challenges lay in managing operations across two offices, requiring effective coordination and streamlined processes.
A System Full of Problems
The old outdated and cluttered Windows application was confusing and clunky to use.
Nick explains: “We were using an off-the-shelf industry-based system which hadn’t been changed or adapted for many years. It came with a lot of problems. We weren’t able to network it across our offices. You could only use it on desktop PCs.
“This caused so many inefficiencies. I couldn’t use a laptop. I had to have a PC set up at each site – and buy licences for both machines.
“We couldn’t merge the databases. We employ 23 engineers across the two offices but we couldn’t see where the engineers were… unless we phoned them up and checked every postcode. Obviously that wasn’t feasible.
“Multiple engineers could have been working in the same area – within 5 minutes of each other – but we didn’t know. There was definitely too much travel time and wasted fuel costs.”
The engineers also had problems with the system when they were out on jobs:
“The engineers could only access very basic information. It was very temperamental and regularly went down. They couldn’t feed information back into it. It was very basic, old software.”
And the old software’s reporting tools were also highly flawed.
“We were communicating our daily sales figures on WhatApp. We couldn’t see who was pulling reports and making changes in the system. It didn’t allow us to keep an audit trail.”
Confusing Record Management = Poor Customer Experience
“If we sold an alarm, a warranty and a CCTV camera system to a household, it would create three separate contracts on the old system. They didn’t link to each other in any way.
“It wasn’t easy to see what had already been sold to a customer. On occasions, without realising, we sold a warranty when they already had one. We then had to go back to the customer, explain and process a refund. It wasn’t the customer experience we strive to provide. And it’s wasted time for our team.”
An Unfit System Was Going to Get Even More Expensive
“Our old software used to cost £3,000 per year in licences. But the company was bought out and the new company increased the prices. We were then spending almost £30,000 per year. We’d lost services like phone support. And we knew they were planning to increase the monthly charge to £500 per user per month.
“We were going to be paying double for software which wasn’t fit for purpose AND for service which was offering fewer benefits. Something had to be done.”
Solutions
Collaborative process for software absolutely tailored to On Call’s needs
Cloud Construct worked collaboratively with On Call to create highly bespoke software which would eliminate all the inefficiencies of the old system.
At the initial meeting, Cloud Construct listened to their pain points, business aspirations. They developed a proposal on how modern bespoke software could resolve On Call’s problems and help them to achieve their goals.
On Call also outlined an initial spec for the software, with process maps and screenshots of what they did, and did not, want in the new system.
Cloud Construct built the software rapidly to hit an ambitious go live deadline. Prototypes using Adobe XD enabled the On Call team to truly visualise and understand how the software would look and be used. Cloud Construct then implemented change requests swiftly to allow for fast review cycles and client approval.
As the software is tested and used, the software will continue to be developed.
“We can’t fault the project management. We have calls with the team every two weeks. We were updated through Trello, telling us where we were in the project. They were always available to speak to – that’s important when you’re investing a lot of money in a project.”
Nick Westwood, Operations Manager, On Call Security Group
Access From Anywhere With AWS Cloud Hosting
On Call’s new system is built entirely on the AWS cloud. It doesn’t matter where their engineers, sales or technical team are, or what device they’re on, as long as they have an internet browser, it works.
And with the AWS, On Call is benefiting from state of the art technology and economies of scale, which they weren’t getting with their on-premises server.
A Database Focused on On Call’s Business Needs
The old software had 30-40 redundant fields which cluttered up the user interface and confused the users. Cloud Construct reduced this to the 10 On Call actually needed.
Cloud Construct created a contract which can encompass multiple products: CCTV, alarms, warranties can now all be assigned to one contract. It enables a broader understanding of the customer. Thanks to the bespoke CRM solution, engineers on site can now see at a glance the customer’s existing products, if any other products are in need of a service, and/or upsell a warranty.
New reporting features also enable line managers to easily track their numbers, helping them to focus on targets. The system also shows who has generated reports, creating transparency and an audit trail.
Cost Savings and Scalability Thanks to AWS
Cloud Construct built On Calls’ software using Amazon Aurora, a relational database, Amazon S3 for file storage and Elastic Load Balancer (ELB) to maintain stability and prevent system crashes. As On Call continues to acquire new businesses and customers, the system can easily be scaled up and manage the demand. On Call only pays for the provisions and resources they use.
Results
The new bespoke software has drastically improved efficiency for On Call.
Nick explains: “It doesn’t matter where On Call employees are. As long as they have an internet connection, they can access the system. I can finally use a laptop. I don’t have to have a PC in each office!
“Our engineers can now access and update the system on their tablets or phones when they’re out servicing customers. Data is relayed straight back to head office in real time. We can see when a job has been completed, but we can also see when there has been an issue e.g. when a customer hasn’t been in.
“The engineer no longer just waits around for two hours before their next appointment. They can use that time by calling other customers in the area to see if they are available for a service instead.
“Data entry is faster with the new database because we only have to fill in business relevant fields.
“The dashboard now contains key customer information, so we have a better understanding of their needs and can offer them a better service and experience.”
“Our systems are now more cost and time efficient thanks to Cloud Construct and the new software. It really has been a game changer for the business.”
Nick Westwood, Operations Manager, On Call Security Group
Ongoing Maintenance, Support and Future Plans
Following a successful launch, Cloud Construct has been trusted to maintain and support On Call’s software.
Cloud Construct already has a range of new features lined up for version 2 and is looking forward to working with On Call to make this the leading security business software in the industry.
