20 000
calls per month
INO CX’s flexibility and advanced routing capabilities helped us manage our transition smoothly, boost responsiveness, and elevate customer satisfaction.
In this video, Olivier Coudert, Technical Support Manager at Securitas Technology France, shares how the solution accelerated diagnostics, empowered agents, and improved overall service quality.
Securitas Technology is a global leader in integrated security solutions, offering end-to-end electronic security services. With a presence in over 40 countries, the company specializes in designing, installing, and supporting comprehensive security systems tailored to clients’ unique needs.
Securitas Technology needed to modernize its hotline to improve efficiency and customer experience. The team turned to INO CX to support this transformation.
Voice, Chat, Email
Voice, secure payment, IVR
As a global leader in electronic security, Securitas Technology France must continuously evolve its operations to meet high customer service expectations while optimizing internal efficiency. Since 2018, the company has partnered with INO Global, publisher of the INO CX omnichannel contact center solution, to transform its technical hotline into a high-performing, customer-centric service. Over the years, INO CX has supported Securitas Technology through numerous operational challenges arising from organizational restructuring and the company’s ongoing ambition to deliver both first-class service and high productivity.
At the heart of Securitas Technology’s customer experience is its technical hotline, which operates seven days a week to ensure consistent, high-quality support. The hotline handles nearly 17,300 inbound contacts per month, including 8,500 phone calls, through two fully mutualized platforms where 60% of the team works remotely. With over 70% of customer cases resolved remotely, the hotline achieves an average phone response time of under two minutes. This exceptional operational standard has earned it ISO 18295-1 Call Center certification, with customers rating the service 9 out of 10 for the quality of the welcome, listening, and solutions provided.
Securitas Technology needed to shift from a regionally segmented support structure to a centralized model. This change had to be implemented without disrupting customer experience or removing the involvement of local agencies. Preserving familiar access points for existing clients during the transition was also a critical concern.
Using INO CX, the company deployed a flexible IVR and smart routing system capable of managing hybrid routing logic. Over a four-month period, 18 regional entry points were centralized into one structure, while allowing clients to continue using their usual contact methods throughout the transition.
The shift was completed smoothly with no service interruption, ensuring both centralization and continuity. Regional agency involvement was preserved through the routing logic, maintaining proximity while increasing efficiency.
Securitas Technology serves a wide range of enterprise clients, many of whom require dedicated support processes and strict adherence to custom SLAs. The hotline needed a way to automatically identify VIP clients and route them to the appropriate teams without delays.
The INO CX platform combined three key elements—VIP number lists, voice recognition, and ERP-integrated web services—to ensure personalized call handling. This setup enabled the hotline to recognize VIP clients instantly and route them to the correct specialist or process.
The implementation led to a 50% reduction in average wait times for VIP clients, thanks to an effective fast-track system. Additionally, internal call transfers related to VIP support dropped by 25%, improving both responsiveness and customer satisfaction.
While centralizing calls was necessary for efficiency, it was equally important to maintain a local presence and close relationships with regional agencies. The challenge was to route calls based on geography while freeing the hotline from non-priority inquiries and managing technical on-call escalations.
INO CX enabled automatic call transfers and time-based routing supported by an integrated contact and scheduling database. The platform also detected the caller’s location and routed them to the correct regional office when needed. Backup procedures ensured proper handling outside business hours or after missed calls.
This intelligent routing structure led to a 10% reduction in internal transfers. Additionally, average handling time for external calls was reduced by one minute and thirty seconds, creating a smoother and faster experience for customers.
Given Securitas Technology’s extensive product catalog, routing calls by product without making the IVR path overly complex was a major concern. The goal was to simplify the client experience, reduce transfer volume, and improve technician training.
INO CX introduced a visual IVR accessible by smartphone, allowing operational technicians to navigate support options by product family and client type. All access was secured via SMS links, and the same interface was used internally by the technical support team.
The new interface and routing logic resulted in a 45% decrease in internal transfers for product-specific support. It also improved learning paths for junior agents while enhancing security and autonomy for internal clients.
Securitas Technology needed to streamline how billable service orders were recorded, validated, and stored. Managing multiple pricing structures and increasing the conversion rate from quote to order was a top priority.
A dedicated quote-order IVR was deployed using INO CX, allowing clients to place orders autonomously. Based on client type and pricing, callers could listen to pre-recorded options, validate their request via caller ID, and trigger real-time alerts to the hotline team. All data was instantly archived in the central database.
This automation led to a 40% increase in confirmed orders compared to the traditional quote validation process. It also saved time for both clients and agents, contributing to greater operational efficiency.
To maintain service quality at all times, Securitas Technology needed to balance fast front-line response with the variable length of technical assistance sessions, which could range from a few minutes to nearly an hour. They also aimed to absorb peak traffic more effectively and support the development of junior technicians.
INO CX provided a smart callback system. When level 1 agents detected a need for deeper technical support, they could trigger an automatic callback to the client within an average of six minutes. This connected the client directly with a level 2 technician already briefed through prequalification.
The callback process improved efficiency during high-demand periods, increasing customer handling capacity by 3 to 5% during peak times and reinforcing the hotline’s ability to scale without losing service quality.
The partnership between Securitas Technology and INO CX continues to evolve with a focus on innovation. The next phase includes the rollout of mobile video support, allowing clients to connect with technicians via a secure video link sent by SMS—no app download required. The company is also extending the use of INO CX to additional departments within the Securitas One Technology ecosystem, enhancing cross-functional collaboration. At the same time, new developments in AI-powered diagnostics and assisted conversation tools are being explored. Finally, Securitas Technology plans to upgrade to the latest version of INO CX to take full advantage of performance enhancements and a more intuitive user interface.
This ongoing collaboration illustrates how INO CX supports the transformation of complex technical operations into streamlined, customer-first experiences—delivering both quality and agility at scale.
