Page information
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Created
June 6 , 2018
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Latest modified
February 25, 2020
Securitas Operations Center - The hub of all our production
The Securitas Operations Center is a place that connects our people, technologies and processes to provide us the ability to use key information in order to take the correct action for our customers 24/7.
In other words, the SOC is like a "nervous system" that in our company functions like an organisational unit offering customer care and operations. The SOC produces remote services* as opposed to mobile and onsite, who both work on site for customers.
The SOC is the key tool for optimizing the customer’s security solutions, giving our branch managers the best support and creating credibility by having the most knowledge in the industry. This is a very strong business rationale. The intention is that the SOC will become a Securitas standard in all our markets around the world. No matter where we serve our clients, we will work in a uniform manner. When a SOC fulfills the SOC standard, a certificate will be issued to the country in question.
*Remote Services: All services produced remotely, i.e. automatically by a platform or manually by an operator
Download the European SOC Managers List HERE.
Definitions of Remote Monitoring Services, divided in 3 major categories:
- Monitoring
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- Alarm Monitoring: Sales generated by alarm-, event- & system-monitoring. Action pattern and/or script-based action after an alarm, event or system message. Some of the monitored sensors are installed by Securitas, others by third parties.
- Track & Trace: Sales generated by Track & Trace alarm-, event- & system-monitoring. Action pattern and/or script-based action after a Track & Trace alarm, event or system message. (e.g. vehicle & machinery (monitoring) tracking, Personal Positioning Alarms (panic buttons, apps, …), Services based on geo-fencing)
- Video Verification: Sales generated by alarm-verification via video, clips or photo(s) after a triggered alarm.
- Other remote services
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- Remote Guarding: All other sales generated by remote video-services provided to customers not being Video Verification (e.g. remote video surveillance, remote escort, remote entry/exit etc.)
- Contact Center Services: Sales generated by scripting based inbound call center services for 3rd parties to assure (24/7) availability (e.g. for installers, real estate companies, emergency lines etc.)
- Remote Administration: Sales generated by remote administration for customers (can be in external systems of the customer) (e.g. access registration and/or authorization etc.)
- Remote Maintenance: Sales generated by remote maintenance (e.g. health checks on systems, remote rebooting etc.)
- Partner Support: Sales generated by services provided for partners (e.g. installers (technical support), Guard Monitoring and Dispatching for 3rd parties etc.)
- Other sales: Sales from services provided to customers not being the services mentioned above. (e.g. sales generated by kick back (e.g. from telecom-providers), Social media monitoring etc.)
- Internal remote services
- Guard Monitoring: Following up on safety protocols of Securitas Guards (Static and/or Mobile) “out in the field” (check calls). Monitoring start / stop of shifts (monitoring deviations). Ad-hoc (guard / mobile) delivery.
- Guard Dispatching: Dispatching Securitas (Static and/or Mobile) Guards after an event, alarm or customer request
- Customer Care Providing a centralized “landing point” for Securitas customers and prospects without a contact person within Securitas. Handling, distribution and follow up of question, requests, complaints etc.
- Other internal support: All other internal support provided to Securitas not being Guard Monitoring, Guard Monitoring or Customer Service
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