−50%
customer waiting time
Every time, INO is there to support our transitions and our transformation based on our needs. We’re a company that evolves a lot, following our clients’ needs, and every time, INO shows up and delivers within a pretty short timeframe.
The Head of Telephone Technical Support at Securitas Technology shares how INO CX changed the way their teams work: fewer frustrated customers, more orders closed, and a partner that’s always delivered when it mattered.
Securitas Technology, part of the Securitas Group, is one of the world’s leading providers of integrated electronic security systems. Its teams design, install, and maintain technical solutions for an extremely diverse client base, from small businesses to large enterprises, across a wide range of sectors.
Securitas Technology has been working with INO CX for over ten years. The initial need was simple: find a telephony provider agile enough to handle a highly diverse client base. The platform was up and running within months. But what’s kept the partnership going is something else entirely: a provider that listens, adapts, and keeps pace with the company’s own evolution.
Inbound voice
Outbound voice
Agile telephony solution · VIP queue management · Smart customer routing · Phone billing & order capture · Visual IVR
Ten years in, the question isn’t why Securitas Technology chose INO CX, it’s how far they’ve come together. New business needs, new features, new challenges: the platform has evolved at the same pace as the company. That kind of long-term alignment doesn’t happen by accident.
Securitas Technology serves an extremely diverse client base, from small installers to large corporate accounts, each with different needs, different urgency levels, and different expectations. Without the right routing, every call becomes a gamble: wrong agent, wrong queue, frustrated customer. And on the operational side, processing after-sales orders by email was slow, heavy, and left too much room for delay.
Not all customers have the same needs or the same urgency. Securitas Technology set up dedicated VIP queues for key accounts, ensuring they reach the right team instantly, without competing with the general flow. The result is a noticeably smoother experience for the clients who matter most, and less pressure on the standard queues for everyone else.
When a customer calls back about the same issue, every second of re-explanation is a second of frustration. With repeat-call detection, the system automatically flags returning callers and surfaces their context before the agent even picks up. The conversation can start where it left off, saving time, reducing irritation, and showing the customer they haven’t been forgotten.
With such a diverse client base, getting the routing right is everything. Each incoming call is automatically directed based on the caller’s profile, history, and the nature of their request, connecting them to the agent with the right skills, in the right team, at the right moment. No manual transfers, no wrong turns. Just a seamless experience from the first ring.
Before, closing an after-sales order meant sending a quote by email, waiting for approval, and following up. Now, agents can confirm and record a secure order directly on the call with the client’s pre-negotiated pricing applied instantly. The order is logged, secured, and confirmed before the call even ends. That shift alone drove a 40% increase in orders taken by phone, turning every support call into a potential commercial moment.
The numbers speak for themselves: customer waiting time dropped by 50%, and phone orders increased by 40%. But beyond the figures, what Securitas Technology gained is a support operation that works exactly the way the business needs it to, and a partner that’s been there for every step of the journey.
