Gough & Kelly reaps efficiency and financial benefits from SmartTask’s mobile operations app

Security company with expanding mobile patrol services across Leeds and York uses workforce management software to streamline operations

Benefits

• 10 hours per week saved in invoice administration
• More accurate, faster invoicing improves cashflow and profitability
• Automating manual processes improve accuracy of data collected
• Control room has greater visibility and control of services provided
• Easy, detailed reporting frees up control team and keeps customers updated
• SmartForms save time for officers for site reports

Gough & Kelly provides complete security solutions to companies in the UK to protect people and property, providing consultancy advice and delivering hands-on support. Founded in 1988, the company has grown by staying true to its ethos of building excellent relationships with clients, working with both large and small organisations across a range of different industries.

The company invests in technology designed specifically for the security industry to support its business and ensure it operates as sustainably as possible. The Gough & Kelly office has been paperless since 2022 and has a fleet of electric and hybrid vehicles for its mobile patrols to reduce its carbon footprint.

It has also recently chosen SmartTask Mobile Operations software to manage its patrol teams working across the cities of York and Leeds. SmartTask’s carbon neutral business credentials were an important part of the selection.

“Our mobile patrol operations had grown significantly, and we needed a new system to manage and deliver our services to customers and ensure the safety and wellbeing of our officers. SmartTask’s solution met our needs and the company’s eco-credentials aligned with our own business goals,” said Ian Crawford, Group Operations Director at Gough & Kelly. 

Improved accuracy leads to improved SIA score

Gough & Kelly has seen many benefits since deploying SmartTask across its mobile operations. Using SmartForms to capture data electronically has saved time and reduced data errors across the board which has delivered a whole raft of improvements and financial benefits.  This was demonstrated during an SIA audit when the company exceeded its previous SIA score thanks to the SmartTask solution.

Ian added, “Our score puts us in the top 4% of security companies in the UK and concretes our position as a ‘Pacesetter’ within the security industry, which shows we are a market leader in the security market, providing an excellent standard to our clients and a high degree of care for our employees.”

Efficiencies equate to financial benefits

The accuracy of data using SmartTask means that details of hours worked and tasks completed is fed directly into the finance systems to create and reconcile customer invoices. Now no services are missed – or importantly are not invoiced – making a significant increase to weekly invoicing amounts.  Cashflow has also improved with the faster invoicing processes, which is now carried out weekly rather than every 3-4 weeks.

“Using SmartTask we are now saving about 10 hours a week in admin on invoicing, where previously we were manually collecting the data and putting it into a billing format to invoice. The saved time is a great bonus, but the accuracy is paramount – the difference is like night and day,” said Ian Crawford.

Time savings for mobile officers

Officers have quickly adopted the new app and now receive assignment instructions securely on their smartphones, together with location information and the SmartForm required to complete a job report. Filling in paper forms previously was time consuming and inconvenient when on the road. Now officers can complete SmartForms for each job in a fraction of the time on their smartphones providing more data, more consistently, which helps to populate better reports for customers.  Officers can now also check in and out when on site automatically.

SmartTask has also streamlined Gough & Kelly’s keyholding services. The system helps manage key related information including seal numbers, key locations, and keyholders details. Keys can be assigned to an officer attending a call out or performing other keyholding duties and booked back in on their return, helping to meet SIA auditing requirements.

Puts the control room back in control

Managing mobile officers across different cities can be a real challenge for the control room. Previously relying on phone calls to check in and update location and status, now the control room has real time tracking of the officers.  They can also send officers alerts and instructions through the SmartTask app, to provide a timely response to alarms and incidents.

The control team can proactively reallocate jobs if required to reduce strain, which helps with officer wellbeing and morale. An alarm call-out feature is also available to confirm officers are safely on site.

Ian explains, “A big benefit from SmartTask is the automated reporting function. Our control room team now don’t have to manually produce reports, which saves time and means they can focus on what they are good at. Plus, we can provide our clients with accurate up to the minute activity reports.”

Billy Moughal, Control Room Supervisor gives further details, “SmartTask has exceeded our expectations, going beyond our initial goal of going paperless to transform the way we operate, making us far more efficient and effective. Over the past few months, since the initial implementation of SmartTask, the system has significantly streamlined key aspects of control room operations. The support from both the SmartTask team and our internal project team, has been outstanding—they're always ready to assist and open to new ideas. We've reached a point where our partnership is a key benefit to both organisations.”

 A winning team

Following the success of the adoption of the SmartTask app for the company’s mobile operations, the company is now considering wider rollout. Ian adds, “Our successful implementation has been due to the great working relationship that we have built with SmartTask.  The team are always on hand to ensure that the software achieves what we need it to, that’s from the first sales demonstration, through to supporting the installed software.” 

In summary, “Using SmartTask has streamlined our processes and significantly reduced the amount of manual work and gives us more visibility and functionality. It really demonstrates how we can improve our service delivery and profitability,” concluded Ian Crawford.

SmartTask features

• Real-Time Tracking
• Dispatch and Communication
• Assignment Instructions
• Site Safe
• Incident Reporting
• Key and Keyholder Management
• Automated Notifications
• Checkpoints and Evidence
• Reporting and Analytics
• Payroll and Billing Integration