Success stories


Incident Communication: Wincanton identified a need for a global communication of incidents, on all distribution sites to site managers and a variety of key stakeholders across the globe. To facilitate the
global communication needed, we introduced patrol phones for officers, pre-loaded with our own Incident Reporting app. We further created incident type categorisations bespoke to Wincanton, including:

  • General incidents
  • Star (health and safety) incidents
  • Criminal Incidents

Once a report is made, it auto-populates a summary report, which is then automatically forwarded to pre-defined stakeholder groups via email. Our key stakeholders in the Wincanton group have found this
to be an excellent form of real time communication. Of which we can analyse and provide counter measures in advance.

Improving SLA Scores: When Kingdom were awarded the contract, the average SLA score was ‘Amber’ which needed immediate improvement.

We introduced our KOMPLETE MI app to assess where any areas of weakness were. This then allowed us to introduce detailed improvement plans, including actions for all key stakeholders to ensure success. We have achieved account green SLAs consecutively for the last 6 months.

Patrol Improvements: We identified that that when we were awarded the Wincanton contract, their patrol routes were ineffective, and the quality of reports produced was inconsistent.

To improve the efficiency and effectiveness of patrols, we set up comprehensive patrol points on site. This allowed officers to use their Kingdom provided smartphone to check-in at each check point, using our Guardwatch app. Wincanton were given access to the app to review patrol data for any location in real time, removing the need for guards to write up reports once they had finished a patrol. The app has provided factual, electronic GPS, timestamped of which can be extracted from our customer portal against any pre-set parameters. Thus, improving and factualising patrol frequencies and durations.

Assignment Instructions: We significantly enhanced Assignment instructions from a basic level to more detailed comprehensive level. Our new AIs comprehensively cover all day-day processes that an officer would encounter on their daily duties. We brought the assignment instructions to life through use of  site-specific imagery – instead of using generic images, photographs of each site were used, enhancing understanding for our colleagues. Our updated assignment instructions for Wincanton have led to a rise in productivity, thanks to the efficiencies and updated process included within. Since creation, these Ais have been used as a blueprint for other Kingdom contracts to additionally update their AIs to a more current, effective format.

Retraining: Kingdom rolled out a full training programme to re-train all officers on daily duties. In addition to this, we used the revised AIs as an opportunity to upskill our officers and enrol them on development courses, such as Functional Skills or Customer Service training. All training is captured by our KOMPLETE portal software, to keep accurate live records of colleague skillsets. Several Wincanton
colleagues are now enrolled in professional development courses with Skill Centre, a Kingdom owned training company. We consistently achieve high SLA scores regarding colleague competency, and
colleagues have been empowered through opportunities to develop their skillset further.

Lessons Learned

 

Incident Communication: The introduction of our incident app has led to instant communication of any incidents at any Wincanton distribution locations. Detailed incident reports are sent instantaneously to recipient groups, allowing action in real time. The time taken for officers to submit a report has also been drastically reduced, which has led to an increase of reports being submitted, which further supports business intelligence.

Improving SLA Scores: By introducing our MI App, we have also made a dramatic improvement to the national average SLA score. When Kingdom were awarded the contract, only 25% of Wincanton’s national sites had a ‘green’ SLA. Thanks to Kingdom’s improvement actions, the average SLA score for the national contract is 99%. Patrol Improvements: Following our improvements, the quality of reporting has improved dramatically – by providing live patrol data Wincanton stakeholders have a clearer view of their contract than ever. In addition, our revised patrol routes have increased our visibility and presence across the sites, acting as a stronger visual deterrent for crime.

Added Value: Our added value plan was successfully implemented – perhaps the biggest success was the introduction of our KOMPLETE portal, bespoke to Wincanton. Customer satisfaction has increased since the introduction of this tool, which provides Wincanton with a dashboard showing live: billing, trend analysis, site visit reports, full site reviews, manager login access, SLA completion for current month and historical archives, full historical trend analysis. Additional bolt on services is regularly added to the tool as a need is discovered, and KOMPLETE has become an everyday part of Wincanton’s daily operations.

Assignment Instructions: Our updated assignment instructions for Wincanton have led to a rise in productivity, thanks to the efficiencies and updated process included within. Since creation, these AIs have been used as a blueprint for other Kingdom contracts to additionally update their AIs to a more current, effective format.

Retraining: Several Wincanton colleagues are now enrolled in professional development courses with Skill Centre, a Kingdom owned training company. We consistently achieve high SLA scores regarding colleague competency, As we have developed our relationship with Wincanton, we have learned their business and respective business needs in partnership. Using a structured Kingdom methodology
of added value and monthly focus. We have utilised and trialled an array of technological solutions to proven statistically enhance service delivery. Our learnings have developed proven service enhancements
and contract achievement. Such learnings/methodology have now been utilised on our accounts. Strengthening our customer service model.

Continuous Improvement & Added Value

 

Added Value: To provide support above and beyond the core contract, Kingdom produced a 12-month planner based on 9 areas of primary service agreed with the customer. This plan focused on all elements of service, and projected developments. Additionally, monthly added value elements such as free penetration testing and or comprehensive management search blitzes are provided on an ongoing basis. Our added value plan was successfully implemented – perhaps the biggest success was the introduction of our KOMPLETE portal, bespoke to Wincanton. Customer satisfaction has increased since the introduction of this tool, which provides Wincanton with a dashboard showing live: billing, trend analysis, site visit reports, full site reviews, manager login access, SLA completion for current month and historical archives, full historical trend analysis. Additional bolt on services are regularly added to the tool as a need is discovered, and KOMPLETE has now become an everyday part of Wincanton’s daily operations.

Customer Feedback / Satisfaction Results

KPI 99% average across the national account

99.98% average