CBS Security Services streamlines operations and wins more business with SmartTask

Security company invests in technology systems to support security personnel for concierge, manned guarding and patrol services

Benefits

• Streamlining processes improves efficiency across the business, resulting in new business successes
• Integration with payroll ensures accurate pay and happier officers
• Control room has visibility of service delivery
• Portal provides customers with live information on patrols
• Accurate data used to support SIA audit requirements
• Detailed reports provide overview of business and support staff performance

Established in 1995, CBS Security & Remote Monitoring Limited (CBS) provides security services to a wide range of corporate clients. The company has invested in technology for its operations, using electro-technical and physical security systems installations alongside its security concierge, manned guarding and patrol services personnel.

Central to the business, CBS uses SmartTask workforce management software to manage staff operations, with payroll and accounts integration and the reporting functionality key to managing the company’s profitability and growth.

A smart system that does more, faster

CBS has been a longtime user of SmartTask software, having replaced a system that was no longer able to provide the functionality that the company required. A key feature for choosing SmartTask’s software was the ease of use and the ability to switch tasks easily and quickly within the system, from rosters to operations management and reports, enabling a clear overview of service delivery in real time.

The operations team can email rosters to staff for immediate confirmation, essential to manage customer contract requirements efficiently. Colour coding on dashboards displays confirmed rosters immediately, making it easy to see and remedy potential gaps.

Streamlined processes save time

Smart rostering means that CBS can easily manage individual contracts for each officer. With many of the guards working on part-time contracts, rosters can be created, ensuring rest days and holidays are taken into account. Potential breaches of contract are flagged to ensure HR compliance. 

Just over 100 officers use SmartTask to receive rosters and to check in for duty. In addition, client site details can be quickly added to the system, ensuring that all the information required can be provided directly to the officer’s smartphone. Feedback on SmartTask from CBS’ officers is positive, both for its ease of use and the accurate payroll.

“SmartTask is a far more streamlined system than we had before. My managers and I take less time to achieve more, thanks to its superior information that supports business decisions. It helps us meet compliance requirements, which in turn increases our score under the approved SIA contractor scheme,” explained Neill Pow, Operations Director at CBS.

Accurate data and smart integration makes payroll easy 

CBS currently uses data from SmartTask to ensure accurate payroll and invoices. The managers complete weekly arbitrations on workforce hours, checking and reconciling any exceptions, which are then integrated straight into the Sage software to generate officer pay and customer invoices. Streamlining timesheet processes saves time reconciling hours manually for payroll and ensures employees are paid accurately and on time.

“The officers are very positive about SmartTask because it ensures accuracy of the wages every time. And for a security guard, as for most employees, the number one thing is to get the pay right,” said Neill Pow.

Control room has complete visibility of operations

SmartTask is used by all the managers in the control room, giving a complete, up to the minute overview of operations. Duty managers can see which officers are due to be working and ensure that check calls are completed for lone worker compliance, instigating escalation processes when required.

Customer portal keeps clients informed

CBS prides itself on the transparency of its service provision, with the customer portal providing added value. Customers have access to the portal, which displays which officers are attending their sites. They are able to use the facility to check in advance who is scheduled to attend particular sites, and arrange a special inductions should it be a new officer on duty.

Reports that support SIA compliance

CBS uses the reports within SmartTask to manage timekeeping and holiday entitlement, which also helps ensure extra compliance with SIA audits. Neill and his team carry out their own screening and vetting for new recruits, using the check list within SmartTask to ensure that they follow due diligence with HR processes.

The time and attendance reports are particularly useful to help identify poor attendance, whether through sickness or for other reasons. The ability to drill down into reports for specific people and time periods helps support individual Performance Improvement Plans (PIP).

Profitable business planning

The reports also help Neill review customer contracts and ensure profitability. The monthly hours at a glance and what the pay and charge rates are, provide a good overview that helps to identify which contracts are most profitable, where a change in rate is needed or if a customer review is required.

Helpdesk at hand

As well as the system functionality, CBS places great value on SmartTask’s helpdesk, which has helped guide them through the system and solve any issues.

“The help desk is fantastic. I’ve been using the system now for 10 years, but occasionally some little thing will come up that I just can’t do, and they’re always willing to look at it for you,” said Neill. “The SmartTask team has also been fantastic in helping us to respond to tenders with a comprehensive benefits document on using technology in the security industry, which I have included in a recent successful bid.”

Neill and his team have also made suggestions which have gone back to the development team and included in software enhancements for roll out to all customers.

Future developments

CBS is currently looking to develop its use of SmartTask further to support alarm response patrols. This will enable the officers to access specific information at control points on site, useful if an alarm response happens only occasionally. Any details required, such as for gas, water or electricity points can be delivered directly to the officer’s mobile from the checkpoint when on site.

Expanding the business

SmartTask has helped CBS win new business, both as a management tool and with the team on hand to support contract bids.

“Undoubtedly SmartTask has given us strong foundations to grow our business. It has continually delivered the functionality that supports and streamlines our operations, and has been instrumental in helping us to win more business,”concluded Neill Pow.