Case Study: G4S

g4s

How we helped G4S to automate its cash ordering system with secure integration.

The Problem

G4S is the largest security provider in the world and the largest employer on the London Stock Exchange, with over 657,000 employees and operations in more than 125 countries.

One of the many strands of its business is its “cash solutions”. The company operates a fleet of high-security vehicles, equipped with trained personnel and the technology to transport, protect, count and reconcile thousands of pounds of cash with customer accounts.

Before using storm®, if a G4S customer wanted to request a delivery of cash for their business, they had to call up and submit the order to an agent over the phone. This allowed for the possibility of human error and took up the time of valuable staff. In addition, access to order details is granted only on a “need-to-know” basis, but agents who were not involved in the delivery had to process the orders. As the world leaders in security, G4S needed to optimise both the confidentiality and the efficiency of this process, without causing disruption to its operations.

The Solution

To minimise disruption to G4S’ existing processes, Content Guru provided them with a three-phased solution to fully automate their cash ordering system.

Initially an Interactive Voice Response (IVR) menu, built using storm FLOW™, allowed G4S customers to place their orders over a secure phone line. This then triggered emails containing the details to G4S agents. This enabled customers to order quickly and safely.

The second phase of the project enabled G4S staff to process orders using a secure web portal instead of email. Orders are now automatically submitted to a secure database on the storm platform, further tightening the efficiency of the process. Integration with G4S’s customer relationship management (CRM) platform ensures that the security firm can keep track of all requests from customers from end to end.

The final stage will see the introduction of a custom-built web form to allow G4S customers to order cash via web as well as by IVR, providing a fully automated service which is both convenient and secure.

The Problem

G4S is the largest security provider in the world and the largest employer on the London Stock Exchange, with over 657,000 employees and operations in more than 125 countries.

One of the many strands of its business is its “cash solutions”. The company operates a fleet of high-security vehicles, equipped with trained personnel and the technology to transport, protect, count and reconcile thousands of pounds of cash with customer accounts.

Before using storm®, if a G4S customer wanted to request a delivery of cash for their business, they had to call up and submit the order to an agent over the phone. This allowed for the possibility of human error and took up the time of valuable staff. In addition, access to order details is granted only on a “need-to-know” basis, but agents who were not involved in the delivery had to process the orders. As the world leaders in security, G4S needed to optimise both the confidentiality and the efficiency of this process, without causing disruption to its operations.

The Solution

To minimise disruption to G4S’ existing processes, Content Guru provided them with a three-phased solution to fully automate their cash ordering system.

Initially an Interactive Voice Response (IVR) menu, built using storm FLOW™, allowed G4S customers to place their orders over a secure phone line. This then triggered emails containing the details to G4S agents. This enabled customers to order quickly and safely.

The second phase of the project enabled G4S staff to process orders using a secure web portal instead of email. Orders are now automatically submitted to a secure database on the storm platform, further tightening the efficiency of the process. Integration with G4S’s customer relationship management (CRM) platform ensures that the security firm can keep track of all requests from customers from end to end.

The final stage will see the introduction of a custom-built web form to allow G4S customers to order cash via web as well as by IVR, providing a fully automated service which is both convenient and secure.

Before

After

G4S customers had to submit their orders for cash delivery to an agent, introducing additional human elements into a process with highly sensitive security requirements. storm® provides a fully automated solution for taking orders from customers, ensuring that only delivery personnel know the details and thereby optimising the security of the process.
Agents had to submit the details of all orders into the CRM system manually before they could go into delivery, slowing the process down and taking up their valuable time. Secure integration with G4S’s CRM system ensures that orders get directly through to the delivery team, expediting the process and freeing up agents to handle more complex enquiries.
The manual steps required, to take an order from a customer and submit the details through to the delivery team, introduced opportunities for human error. Because the system is automated, assuming the customer is happy with their order at the point when storm asks them for confirmation, there is minimal opportunity for mistakes.
Customers could only request their cash over the phone, meaning that G4S was missing an opportunity to provide its customers with an enhanced web experience. The option of online ordering will provide an alternative for customers, increasing the usability of the service and therefore making customers more likely to use it frequently.

How it Works

G4S BLACK

Three-Phase Roll-Out

  1. G4S customers call a storm® Interactive Voice Response (IVR) service. They select the cash they need in the denomination they require (from pennies to £50 notes) via a simple series of touchtone inputs. In phase 1, this triggered emails to G4S agents, who manually uploaded the details into their CRM system.
  2. Order information, including the date, reference number, delivery date, and quantities, is now instead automatically posted to an order database in the storm cloud. G4S CRM system automatically pulls the latest information from this database
  3. In due course, users on G4S’s website will also be able to request cash using a simple web form. storm will utilise a secure “handshake” with G4S’s web server to ensure that the data is transmitted into storm safely.

“As the world’s biggest security brand, it’s critical to G4S’ operations that it continually optimises its processes, since any leak of confidential information could put large sums of money, and even lives, at risk. However, such a massive business also needs to operate efficiently. storm®’s three-phased solution gave G4S the flexibility to migrate to a cloud model for cash ordering. Its carrier-grade data centres and ISO27001 and PCI accredited operations mean we can be comfortable allowing the platform to interface securely with our own systems, eliminating human error and accelerating the entire process.”
Michael McDermott, IT Project Manager, G4S Cash Solutions

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