| The Customer: Matrix Security Group Limited Matrix Security is the largest provider of residential and commercial security services in Auckland, New Zealand. Thanks to an in-house call center, the latest in high-tech equipment, professional management, and highly-trained security officers, Matrix provides a reassuring security presence that’s the envy of other communities throughout Auckland. 
The Customer’s Customers: Homes and Businesses in Auckland’s Premiere Neighborhoods While most of New Zealand’s security firms cover huge areas, Matrix provides intensive private security services to homes and businesses within clearly-defined geographic areas. This focus enables Matrix to deliver best-in-industry response times and a level of customer confidence unmatched by any competitor. The Business Dilemma: Improve Back-office Efficiency and Increase Field Technician Productivity to Enhance Matrix’s Competitive Edge Customers choose Matrix because Matrix gives them peace of mind: They know that Matrix security staff are proactively patrolling their neighborhood and business premises seeking to stop criminal activity before harm is done. Matrix’s senior management realized they needed to improve administrative efficiency and increase field technician productivity to keep pace with their customers’ high service level expectations. For while Matrix’s Green Reflector street patrols are the company’s most visible presence, the company’s success in ‘perimeter protection’ does not happen in a vacuum; rather, it is the result of seamless teamwork between security officers, back-office administrators, and field technicians. Matrix’s field technicians are responsible for installing and maintaining the systems and equipment that complement the security officers’ street patrols. But because the company relied on paper-based processes, technicians lost billable field service time every day visiting the office to collect and return work orders. Even worse, lost or misplaced work orders hurt cash flow and revenue. Management had little visibility into field technicians’ productivity, and the static nature of paper work orders resulted in frequent site revisits to complete jobs. The Solution: Activiser – Electronic Work Orders Increase Efficiency, Improve Customer Service Activiser replaced Matrix’s paper processes with a wireless and paperless link between the company’s existing systems and their technicians in the field. Access to dynamic, real-time information enables Matrix’s field technicians to begin each day at a client site rather than at the office. When Matrix’s call center receives a service request, they are able to deliver a work order instantly to the right field technician. And as soon as the work is completed, the completed job sheet is automatically returned to Matrix’s back office system – eliminating lost or misplaced paperwork and thereby improving cash flow and increasing revenue. The Results: More Jobs Completed, Better Customer Service, Increased Visibility "Activiser’s impact was immediate and overwhelmingly positive," says Sue Graham, Business Analyst for Matrix Security. "We were already using Outlook with shared calendars to schedule our technicians’ time, so integration with Activiser was relatively straightforward." Ms Graham says Activiser has improved their field service processes in four main areas: • Increased field technician productivity: "Five minutes after our call center books a job, it is in the hands of the right field technician," says Ms Graham, "without the need for him or her to visit the office or even to call for additional information. We’re able to complete more jobs – and do each job better – without increasing head count." • Improved customer service: "Our technicians are now able to respond to customer work orders as rapidly as our security officers respond to alarms," says Ms Graham. "And they arrive on site with more knowledge about the customer and their requirements." • Increased visibility: "Activiser enables management to easily access data on field technician productivity, invoicing cycles, jobs awaiting approval for invoicing, and much more," says Ms Graham. • Improved issue resolution: "Because the details of every job are preserved electronically, they are readily accessible to both our customer service team and our technical department," says Ms Graham. "Pending work orders are allocated dynamically, and completed work orders are available in an instant." 666 Great South Road, Central Park, Penrose. PO Box 99029, Newmarket, Auckland 1149, New Zealand APAC: +64.9.525.7642 Americas: +1.902.485.5668 www.activiser.com |
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