CDESK as a key tool
for service delivery in SECAR

About the company

SECAR is one of the largest Slovak operators of security systems and has been on the market for over 30 years. It currently protects approximately 16 thousand vehicles, provides monitoring, information and security technology and 24-hour service. It has 5 branches and a network of partners in Slovakia.

Goal

The primary objective was to integrate the approval processes of a key SECAR client into the new environment in the shortest possible time.

Another objective was the digitalization and standardization of internal processes, also focusing on the centralization and transformation of data warehouses into a single system also for a competitive advantage in the market.

„The platform can be fully used for specific use cases and internal processes can be implemented directly in the CDESK environment. There is the possibility to connect from all devices, we particularly like the possibility to connect via mobile phones, so our employees have information about the client in the field. A great advantage of the system is the user-oriented and clear graphical environment.“

František Vass, Head of IT, SECAR Bratislava 

Pre-deployment status

At a certain stage it became difficult to manage requests and projects manually. Linking different ICT systems to automate, optimise processes and eliminate human errors was also challenging. The company did not have a central CRM system when providing services to clients.

Solution

SECAR’s normal dispatching process in CDESK begins upon receipt of a notification of a facility breach sent by an external system. The dispatch employee looks up the client in the Companies section and then creates a request in the Requests module, where they assign the specific property to the emergency unit.

Thanks to the API, SECAR was able to provide a connection to Google Maps and Waze, which assigns coordinates to where to go during an emergency exit. After checking the property, the employee records the problem and solution in the request description, then closes the request.

Working with requests is facilitated by the Catalogue of Requests. When creating a request through the catalogue, the user selects the tile that best describes the service they are requesting. When the tile is clicked, the request form is displayed with pre-populated fields to make creating the request efficient.

SECAR needs to track the following KPIs (Key Performance Indicators):

• when the notification was received and processed by dispatch,
• when the information was received by the emergency unit,
• when the emergency unit arrived at the property.

SECAR uses the Scoreboard module for such a clear monitoring of the performance and statistics of the dispatching within the framework of calls, surveillance of buildings and performance of employees for different periods of time. This provides a comprehensive overview in numerical data on one screen.

SECAR’s IT department uses Regular Requests to record recurring internal processes. The Configuration Database (CMDB) is used to keep track of all buildings, vehicles and SIM cards of tracking devices.

Knowledge Base allows you to prepare and categorize your company’s know-how using tiles so that employees can access important information.

Conclusion

Key segments of the company have already been integrated into the CDESK system. In production and active use of the platform, the system intuitively inspires users how to optimize processes and set new projects to higher standards. As part of the roadmap, SECAR is approaching the last planned point of the BI (Business Intelligence) deployment, with the transformation of the workflows of the individual internal servers already completed.

CDESK has provided SECAR with an environment that has been appreciated by front office colleagues, HR, but especially project managers and company stakeholders. SECAR considers the provision of an included test environment to model and test new processes, as well as the provision of a solution with implemented connectors to various systems, to be a great advantage. The capabilities of CDESK can be extended with a full REST API, for which Inova Logic provides excellent documentation in Swagger.