ALARMS

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PROSEGUR ALARMS

High-quality services for homes and businesses adapted to the customer's security requirements. Proposals in this business line have a prominent customization component, yielding excellent service quality.

BUSINESS ENVIRONMENT AND THE FUTURE

 

Prosegur Alarms continues to set profitable growth as its goal, based on five major foundations:

Inorganic growth
in key markets

We study possibilities in markets whose geographic and demographic features make them a good opportunity.

Talent

The business unit designs the growth of its operations building on the best talent.

Quality

Customers have a differential experience thanks to the highest quality and customized service.

Productivity

In 2018 the company reached an organic growth of 18.9%, progressing at a higher rate than the industry average.

Digital commitment


(Prosegur Smart App)

We follow an app-based digitization process, enhancing the duration of the customer life cycle as well as the service quality.

MANAGING CUSTOMERS' EXPERIENCE

 

The main goal of Prosegur Alarms is to guarantee its customers a quality security system based in customization and trust. To such end, this business line focuses its work on the ability to provide its customers with the services and processes required to guarantee their satisfaction at all times.

Appraisal tool

Right Now

In order to consistently appraise the quality of the service we provide, the Right Now tool was implemented.

Thanks to this tool and its continuous improvement process, Prosegur Alarms reviews its products y services to enhance them with new functionalities.

With it, Prosegur measures customer satisfaction with the service provided in five different contact points:
CUSTOMER SERVICE
CONTRACTING THE SERVICE
INSTALLATION PROCESS
TECHNICAL REVIEW
ALARM SOUNDING / RESPONSE
 

BREAKTHROUGHS IN 2018

 
New versions of the App and the Customer Portal (Smart)

During 2018, new versions of the App and the Customer Portal (Smart) were developed. Both these tools feature a more attractive design, they are simpler to use and have new functionalities allowing customers to control their alarm from wherever they may be.

Genesys Tool

The Genesys Tool was implemented at our Call Centers, which has helped us to reduce waiting time and improve the quality of customer support, aside from automating processes.

Review of the onboarding process

There has been a full review of the customer onboarding process, and now they are given all the information they need to know from the moment they contract their alarm.

Unifying messages

There has been a unification and improvement of the messages sent to customers whenever there are alarm events with the goal of providing clear, complete information and reducing unnecessary activities.

Training

We have worked on training teams in the use of appropriate methods to improve customer satisfaction, conveying the importance of obtaining information through surveys to measure.