The relationship that UK Monitoring, the Kings Security Systems monitoring company, and the Co-op Group have goes back many years and as with all good relationships was built on taking things one step at a time.
After servicing the Yorkshire Co-op and United Co-op for several years, UK Monitoring after a rigorous tendering process in 2008, won the £750k contract to support Sunwin Security part of the Co-operative Group. This contract provides alarm monitoring and reporting services to 4000 outlets within the Co-op Group, and has been a successful foundation for a lasting relationship.
The Co-op Group offers everything from food, including the Somerfield brand, to travel services, online shopping, financial services and healthcare. Their principles influence each of these businesses, which in turn reflect quality, value, honesty and social responsibility. The group needed a security company who can react quickly when required, using the latest monitoring systems – UK Monitoring was just that!
UK Monitoring tailor flexible solutions to meet each clients requirements, adapting to both external and internal team demands ensuring downtime is either removed or minimised.
UK Monitoring is a pro-active company improving the client and service provision offering, ensuring they retain their position as a leading monitoring company supplying customers such as the Co-op and other high profile organisations for many years to come.
The work that built the relationship
When the Co-op Group decided to migrate from RedCare to Webway IP monitoring system, UK Monitoring were on hand to oversee the switch-over and at the same time, ensuring that the Sunwin team were thoroughly trained in the system’s capabilities and processes. The system’s IP and GPRS paths are constantly monitored to the highest European and insurance standards with all transmissions encrypted using the latest techniques. With this monitoring in place, the Co-op could be assured of an uninterrupted service with a company behind the scenes that are in the know.
The UK Monitoring team receive the alarm system transmission at the Alarm Receiving Centre (ARC), which is open 365 days a year, 24/7. The highly experienced team have a wealth of knowledge to advise at any stage with remote assistance. Detailed diagnostics enables the team to identify faults, whether they are justified alerts or system faults. These can be resolved remotely or by a site visit by the Sunwin Security team, who will then implement the next course of action.
Naturally from a team that prides itself on performance the UK Monitoring service includes detailed, scheduled, reporting systems. These include daily activation reports which are submitted along with URN reports (these are required by the emergency services), regional call volume reports and SLA reports that are provided within the agreed contracted response times. These reports are key to assisting Sunwin Security and the Co-op Group record both time, call outs and service levels.
Sunwin Security and the Co-op Group says: “The experience of working with the team at UK Monitoring has been excellent. We already had a great relationship, which has over the years developed positively. We are really comfortable with the whole ethos and personal service of the company. They have impressed us every step of the way, which takes a lot to do!”