CriticalArc customer success programme wins at the Security & Fire Excellence Awards

CriticalArc has won the Customer Care category at the 2020 Security & Fire Excellence Awards, in recognition of its customer success programme.

The programme, which is said to ensure successful deployment of the SafeZone solution for every customer, has led to rapid expansion for the company over the last four years. More than 2 million individual users are now protected by SafeZone, and the company’s customer retention rate now stands at almost 100%.

“We’re grateful to be recognised by the prestigious Security & Fire Excellence Awards, acknowledging the effectiveness and hard work of everyone on our Customer Success team,” says Darren Chalmers-Stevens, Managing Director of CriticalArc. “Our focus on expansion of SafeZone usage across each organisation has been enthusiastically received by our customers as it enables them to extend and add value for their organisation.”

SafeZone technology – which combines multiple functions including lone worker protection, emergency alert, targeted and mass communications, and location pinpointing – has “revolutionised safety and security provision” in the higher education sector, among others, according to the business.

READ: ‘Making it easy for university security teams’ CriticalArc SafeZone

More than 35% of UK universities now use SafeZone to improve wellbeing for students and staff, as well as many institutions in Australia, the US, and globally. Increasingly SafeZone is also being deployed in other sectors, with recent adoptions confirmed by major government agencies, transport networks and critical infrastructure locations.

The company believes a key factor behind this growth has been CriticalArc’s focus on supporting every customer through rapid roll-out, to subsequent ongoing use of SafeZone. The customer success programme includes continuous monitoring of service activity for every user in granular detail, with quarterly reports showing how much the service is being used and for what purpose, and analysis of incident response times.

CriticalArc has also demonstrated its commitment to supporting improved standards in the industry, and to consulting with customers when it comes to enhancing its technology and developing additional functions and tools.

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