Improving communications at Lingwood

At Lingwood Security Management, we are always looking at ways to improve our service to clients, and with this in mind, have recently developed a new CRM (Customer Relationship Management) system to streamline our communication process with clients. 

Communication between Lingwood Security and our clients is an essential part of managing any project, and by refining our internal process and identifying all the key points of contact during a project, it allows us to continue to drive up standards in the security sector.

Part of the new system involves visiting every project site twice a month. A daytime visit so that we can speak to the client(s), gather any feedback, discuss any concerns and ensure they are happy with the service being provided. This is followed by a night time visit, to check that our guards are working to their full potential and wearing the correct PPE (personal protective equipment) and uniform.

The Communication Plan

Summer informs project managers which sites need visiting Manager/supervisor schedules the visits (day & night) Visits are carried out KPI report and feedback form completed on return All completed documents submitted to Summer and stored on the CRM system Reports are analysed by Summer and any necessary actions forwarded to HR HR inform staff of required actions, or speak to specific guards if needed Summer contacts clients to ensure they are happy with the outcome