VL Pronta Resposta aumenta produtividade e economia com o OfficeTrack
The electronic security market in Brazil earned BRL 7.17 billion in 2019; the forecast is for growth of 12% in 2020. The segment comprises around 26 thousand companies, responsible for generating more than 250 thousand direct jobs. Taking advantage of this wave, 05 years ago, after experience in the area, the partners Robeci Ribeiro and Virgínia Melo decided to open a business to provide services to monitored alarm companies, VL Pronta Responde. The business started small, but today it already serves the southeast, south, north and northeast regions, handling up to 1,500 calls/month.
The directors of VL Pronta Responde, headquartered in the interior of São Paulo, attest to the sector’s growth. “We started serving small alarm companies and witnessed the growth of all of them. It really is a sector that has not stopped growing, after all it meets a basic need which is security”, commented Ribeiro, commercial director of the company.
VL acts specifically in field work. “Companies monitor and we respond promptly. When an alarm goes off, the monitoring area tries to contact the customer to find out what happened and if everything is ok. When this is not possible, one of our motorized agents must go to the location to check the occurrence, take pictures and send reports. This is our main activity”, explained Virgínia Melo, director of the company.
She says that in this business, the biggest challenge is managing and controlling the external work, whether on the way or at the customers’ premises during verification. “There is a time for the service, in addition to procedural protocols, from arriving at the place to checking the doors, etc. Everything must be done respecting the safety rules for customers and for the agent himself”, explained the director. She explains that it is a job of extreme responsibility, as it involves clients’ assets and there can be no failures. “These professionals are prepared and undergo training with guidance from the state and municipal security forces themselves. Even so, we need to have eyes and ears on the field”, evaluated Virgínia.
Help to manage external teams arrived in 2019, when VL entered into a partnership with ADT, a leading company in electronic security and which belongs to the Johnson Controls group, present in more than 150 countries. With this alliance came guidance for the adoption of a Field Service Management mobile application called OfficeTrack. The application, which uses state-of-the-art Israeli technology, controls teams that work externally, in addition to vehicle fleets, and has features such as tracking, reporting, routing, among others.
“When I heard about this application, I thought it would be difficult to use and I confess that I was resistant to change, but with the insistence of my partner, I decided to try the tool and I was surprised by the ease and resources. The training was done via video call and I noticed how user friendly it was. I passed it on to the agents, who also didn’t know it, but practically started using it. This automation raised the quality and assertiveness of our reports, helped us save money, better control what happened on the street and even helped us with the audit”, he reported.
Virginia explains that when the field agents arrive at the scene of the occurrence, they have to take the pictures and make a brief description in case of occurrences, such as theft, thefts or any suspicious activity. “With the entry of OfficeTrack into the operation, everything became easier and more automatic. The app allows the creation of pre-formatted forms with automatic completion of some agent and customer information. It only takes a few clicks, plus photos, and OfficeTrack generates a PDF report that goes directly to VL and the monitoring company,” she described.
One of the great advantages for the director of VL is that, unlike other applications, OfficeTrack does not occupy cell phone memory. “Some other monitoring companies that we work with use WhatsApp to transmit photos of incidents. With that, there is not enough cell phone memory, because we can’t erase the photos until we make sure that that service was 100% resolved and left no doubts. This means storing for at least 1 month. Some nights we do dozens of inspections, and it’s easy Judi Slot Online Gacor to run out of smartphone memory or cloud storage quota. With OfficeTrack this does not happen. The report is forwarded to the email of those responsible and the photos are not kept on the agent’s cell phone. It helps us to save. In the past, I had to invest in more memory or change devices.
Another advantage that the director points out is the organization. The app separates reports by region and by agent, which helps in locating information. This may seem banal, but not for someone who handles thousands of calls per month and in 04 regions of the country.
An unusual use that VL found for OfficeTrack was to help with external audits. On certain nights, supervisors monitor field activities to maintain quality. Agents know they will be audited, but they have no idea of the day or time. “With OfficeTrack we were able to track and monitor all movement of cars and motorcycles to the service location. We were able to see and identify every detail of the behavior of the agents, even if they are recharging the cell phone battery through the application itself”, he described.
According to the director, the company has already used other software, but claims that OficceTrack really is the most practical. “I can see where the support is, whether it’s own motorcycles or rented cars. If support is taking time for to move, even before talking to him, I can look and know where they are standing, if he is really in the area of the incident, etc.”
Virginia also highlights the issue of safety. She reports that one of the cars was once stolen, but since her work cell phone was in the vehicle, the app’s Situs Judi Gacor tracking feature helped her recover the car and all of her belongings. “For these and other reasons, OfficeTrack is an application that I recommend, in addition to their support being very nice. When I have any questions, they get back to me quickly and really help me to solve doubts and use the app to its full potential”, she concluded.