Trigion’s ambition is "to make the Netherlands safer." In addition to physical services and data intelligence, technology plays an important supporting role in fulfilling this complex task. Trigion is one of the early adopters of the Vodafone Push to Talk service and helped develop the Lone Worker Protect concept. These services allow an increasing number of security tasks to be carried out remotely, which is good for efficiency without compromising the safety of the employees involved.
A crucial part of Trigion is the fully secured Emergency Response Center in Schiedam. "We are, in fact, the connection hub between all contacts with the outside world and our security officers. With a staff of 72, we are a relatively small department within the Facilicom concern, but we handle half of all the communications of our seven thousand security officers," said Ron Knaap, Business Unit Manager, Monitoring and Response at Trigion. "Without communication, we are out of business. So we make every effort to ensure that it always works, that it is redundant, and that we fully manage everything ourselves."
The Challenge - Optimum and fast communication
"We are constantly investigating all forms of communication to see what we can do. We want to be able to communicate with the customer at all times. That still happens partly with traditional Porto phones on location. But technology is developing fast...and we do more and more remotely. We must be able to communicate optimally and fast with the people who are on the spot."
"In practice, the employees of Trigion and the clients had all sorts of devices with them, which proved unsatisfactory because of needing to know the precise function of each device, where it was, and how to use it. We were looking for a single solution - to merge three or four separate devices together in a single device. That saves on maintenance and management. And all the information streams are found in the same data environment."
The Solution - Scalable and robust
Working with Vodafone, Trigion requested a solution that could be used anywhere in the Netherlands. The solution had to be scalable and robust. Trigion employees had to be ready to use it. And there had to be round-the-clock support to keep the solution working. Vodafone proposed "Push to Talk."
Trigion has found Vodafone Push to Talk to be a "really good solution to communicate easily with groups of people remotely." And easy to manage well.
A development that took place in the same timeframe at Vodafone as Push to Talk was "Lone Worker Protect," where employees who work alone at a secluded location can still stay in contact with an emergency room, such as those of Trigion. Says Knapp, "For instance, if you combine "Lone Worker Protect" with "Push to Talk," you can perform emergency monitoring remotely. A case of one plus one is three, enabling you to offer whole new services. Vodafone may not deliver that directly, but we actually have the extra services like emergency room. We offer it as a combination of Vodafone and Trigion, and we visit customers together. Whether you purchase from us or from Vodafone, the service is the same."
The Result - Connecting people
Employees quickly became enthusiastic during the solution test phone of Push to Talk. Soon you could see them trying to discover what else they could do with the single device. They saw the added value and relevance of the solution, and came up with ideas about what else they could do with it. "We tried to analyze that. For instance, that's where the original idea for "Lone Worker Protect" came about," recalled Knaap.
Trigion deploys Push to Talk and Lone Worker Protect, for example, for their "Virtual Close Protection" service. The main risks to employees are the times an employee arrives or leaves the premises. That's the most critical time to be in contact. In the past, Trigion did that with surveillance cars at the door, but that was labor intensive and difficult to arrange, especially if employees were early or late. Now everything is just in time, and nobody has to wait long minutes on the phone for a contact of 20 seconds. It's a much more efficient process with much less friction.
In summary, says Knaap, "Push to Talk makes it easy for people to communicate with each other. Even if they don't know each other, the central exchange can connect them. It is of great benefit to Trigion because it means people use fewer types of devices, as all the features have been merged into one device. That saves on management and makes it easier to get the devices to the people. Because it is an additional service, the customer pays a little more for their subscription, but they actually save overall since employees work more efficiently and service provisioning is easier and quicker."
Trigion is a division of Facilicom, a concern with 30,000 employees that provides a wide range of facility services, ranging from security, cleaning and catering to construction and maintenance. With over 7,000 employees, Trigion is a substantial division, as well as being the largest security company in the Netherlands. Trigion is active in all areas of security, safety and services.
The ultra-modern Emergency Response Center is the communications center and the lifeline for thousands of clients and their employees. The specialists of Trigion Fire and Security Technology deliver, install and maintain technical solutions for security and safety. "We are concerned with safety in the broadest sense of the word," says Ron Knaap, Business Unit Manager, Monitoring and Response, at Trigion. "Our ambition is also to make the Netherlands safer."
Read the original case study in Dutch on the Vodafone website.