Our Head Office consists of many departments all interacting closely with each other to provide the best possible service for our Customers. Insafe is ISO 9001 Quality Management certified to ensure every job is processed and monitored at our Head Office through an approved ISO route.
At our Head Office we are continually looking at innovative solutions to help our Customers enhance their security and reduce risk by providing:
The latest product developments.
Passing on the best deals available in the market.
Reporting avoidable trends flagged up by our Asset Register.
Additional training where issues are detected.
Service reporting by our Engineers.
Help Desk & Customer Service Teams.
The Insafe Help Desk takes between 200 to 250 calls a day from customer sites, facility management companies and private clients. For our larger Customers we have dedicated Customer Service Teams who are trained to understand their Customer’s chosen products, services and procedures.
Our Teams respond to calls by logging the job, allocating the urgency response time and scheduling the closest Safe Engineer to the site. Every Insafe van is fitted with a tracker enabling the Help Desk Team to instantly locate the closest available Engineer.
Our Help Desk Team have been trained to assist with technical advice over the phone should on-site assistance not be required, ie changing a locks “user” allocation, battery change or if someone simply needs help talking through a problem.
If more advanced technical advice is required the call will be put through to an experienced Safe Engineer, Master Locksmith or our Training Academy to try and resolve the problem over the phone without need of a call-out.
Service Delivery Managed Accounts.
The Service Delivery Manager continually reviews related trends, reporting, escalations, customer service and project management requirements, to ensure the Customer receives the very best service. Any issues will be prioritised with the Help Desk and Safe Installations Team ensuring quick and satisfactory fulfilment.
Our Safe Installations Team keep track of our stock, distribution and Installation Teams so they can all be available at a requested time, date and location. The Team understands all our Customers requirements and ensures emergency stock is held for them in our warehouses, especially where Corporate Customers have bespoke products that need specialised manufacturing.
The Team work closely with our Customer’s Project Managers, building companies, alarm companies, etc to ensure all parties know what to do and when to do it when fulfilling a particular project.
It is also their responsibility to ensure training is booked in and supplied by an Engineer or Locksmith after a new product has been installed.
Whenever we install a safe or carry out a site survey for one of our Customers we can create an automated database. This allows them to see what safes, locks, keys, servicing, etc they have had at their various locations and can flag up issues with their stock and/or staff so we can take appropriate action. This could mean changing a locks programming or giving staff additional training.
On many larger projects, Insafe will assign a Project Manager at Head Office to oversee the Engineers, Locksmiths, stock, staff-training, communications and final invoicing required to complete a project efficiently.
Our Project Management Team also run planned maintenance schemes to maintain our Customer’s safes, locks, access control, vaults and vault doors. The team will obtain any relevant security passes and report back to the Customer Service Teams with issues that may require action.
Insafe has always been ethically run and our Human Resources Team continues that responsibility to meet our Customer’s own policies. Our policies include: Ethical Training; Equal Opportunities; Anti-bribery; Health & Safety and Corporate Social Responsibility, to name just a few.