Finding Direction Through the Right Tools
Client: Alarm Response Centre Team
Focus: System replacement and operational improvement
The Challenge
The Alarm Response Centre team were a strong, exceptionally well-run team who operated at a fast pace, all the while maintaining safety and security standards at all times. However, despite their dedication and focus, their existing tools were no longer meeting operational demands, leading to inefficiencies, growing frustration, and unnecessary obstacles in their daily work.
Processes were tangled, audits were being missed, decisions took longer than they should, and customer escalations became a regular challenge. Despite the team’s best efforts, it was hard to tell whether their system was supporting them—or quietly holding them back.
Our Approach
We joined the team to support an improvement initiative. At first, the idea of replacing their system felt risky and disruptive. After all, it had been in place for years and it worked…. sort of.
Through careful observation and asking the right questions, a clearer picture emerged. The existing system wasn’t fit for purpose. Rather than enabling success, it was standing in the way.
The Solution
We proposed something bold: start fresh. Build a solution around how the team actually worked, rather than forcing their processes and operation to fit software.
It wasn’t an easy decision. But with a structured discovery phase and detailed feasibility checks, the team chose change.
The Outcome & Benefits
A new, fit-for-purpose platform was built to match their workflows, reduce duplication, and enable real-time task management. The team didn’t just get a new system—they regained their time, focus, and clarity, allowing them to deliver in a more efficient and unobstructed way.
We were also able to not only demonstrate an ROI of 12 months, but that the implementation costs came in lower than budget, which was down to due diligence and careful planning beforehand. Not rushing in and forcing change.
Today, they continue to deliver exceptional safety outcomes, fully supported by tools that work the way they do.
