Serving the Telecommunications Industry
THE CHALLENGES: OVERVIEW
A G4S customer based in Thailand is one of the largest mobile phone operators in the country. With over 39 million customers, the customer has a long and storied history of success in the industry that dates back to its founding in the 1980s.
Despite its success, like many businesses, the COVID-19 pandemic had a major impact on the customer’s daily operations. Safety and security had become an issue, as some high-risk areas, called red zones, were off-limits and staff could not go into these areas. A significant manpower shortage had presented the customer with a challenge to simply maintain its business, which was made even more difficult when the government announced a mandatory curfew. Up against substantial safety, security and manpower challenges, the customer reached out to G4S in an effort to find relief for its pain points.
The goal was to restore the customer’s ability to run its daily operations that had been largely impacted by the pandemic. This would provide G4S with the objective of using its in-house capabilities and tapping into its extensive network to provide outsourced service to the customer’s location.
The customer’s primary focus in contracting G4S was to develop the manpower necessary to deliver the best quality for all of its branch services. In order for the project to be a success, G4S would need to put manpower in place and reduce the turnover that the customer was struggling with at the time of engagement. G4S would also aim to improve the customer’s current level of service, which had been impacted because of its manpower shortage. With a customer that had such a large customer base within its home country, maintaining that positive reputation is critical for continued future success.
First, security guards were deployed to ensure customer facilities were no longer at risk. A shortage of security staff left the customer vulnerable, so G4S ensured a sufficient number of security guards were put in place.
G4S also deployed a cleaning service to the customer’s facilities. Building cleaning has been particularly critical during the pandemic to provide a clean, sterilised and safe working environment for all staff, both internal and outsourced.
To further support the customer and remedy its security guard shortage, G4S also deployed the following staff:
- Corporate staff
- Gardening staff
G4S also implemented a fleet management service to coordinate and manage all company drivers and it upgraded systems to reduce service vulnerabilities. With these elements in place within the agreed-upon time frame, G4S also scheduled weekly progress update meetings to keep the client informed of the project’s status.
Thanks to the wide network of service providers G4S has access to, the customer’s security guard shortage was no longer an issue. The customer had previously been suffering from a high level of turnover, which was largely responsible for its struggles with maintaining sufficient staff. After G4S deployed its solution, turnover reduced by more than 40%.
Service vulnerabilities were significantly reduced, helping the customer maintain the high level of service that it had become known for over the years. There was a marked improvement in sustainability outcomes and the customer is on track for continued growth and success. G4S’s contract with the customer began in January 2021 and it is set to run through the end of 2022, with the hope to renew.
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