HID, a global titan in trusted identity solutions and a proud member of the ASSA ABLOY Group, has announced a monumental enhancement of its customer service operations across Europe, the Middle East, and Africa (EMEA). This ambitious initiative is poised to set a new industry benchmark for support in the critical security identity sector. Testament to its success, the program recently earned the coveted UK’s Fire & Security Excellence Award for Best Customer Service Provider, demonstrating a staggering 76-point improvement in the company’s Net Promoter Score (NPS) and an impressive Customer Satisfaction Score (CSAT) of 86.
This innovative customer service framework has been meticulously designed to meet the rigorous demands of modern security projects, prioritizing rapid response and regional specialization.
Key Enhancements Redefining Customer Support:
- Order Fulfillment Accelerated: Processing orders now takes less than one business day, ensuring swift delivery of essential security components.
- Rapid Resolution Guaranteed: An astounding 98% of customer queries are addressed within 24 hours, with 90% resolved within an impressive four-hour window.
- Return Merchandise Authorization (RMA) Reformed: What was once a four-week ordeal has been completely overhauled. Now, replacements are often shipped immediately, negating the need for customers to return items first. Furthermore, a new 90-day, no-questions-asked returns policy has been introduced for unused/unopened non-warranty products, offering unparalleled flexibility.
- Priority Replacement Promise: Critical hardware replacements now boast turnaround times reduced by up to 40%, minimizing downtime for vital security systems.
- Regional Specialization Bolstered: The support team has expanded by 25%, offering expert service in nine languages to ensure precise communication of complex technical requirements.
- Dedicated Account Support: Each customer now benefits from a single point of contact, streamlining communication and ensuring end-to-end management of all requests.
“We recognized a golden opportunity to evolve our service model to perfectly complement the sophistication of our cutting-edge products,” stated Cormac Storan, Senior Director of Customer Service EMEA at HID. “Our ultimate goal is to cultivate a truly customer-centric experience, meticulously built around unparalleled speed, deep expertise, and effortless accessibility.”
A cornerstone of this ambitious expansion is the strategic pivot from a generalized support model to one deeply rooted in specialized expertise. By empowering regional teams, HID ensures that technical support is not just responsive, but also acutely aligned with specific local market needs and nuances.
“Our strategy revolves around establishing highly trained, fully empowered teams who take complete, end-to-end ownership of customer inquiries,” Storan elaborated. “This fundamental shift has transformed generalists into specialized PACS (Physical Access Control Systems) experts. These specialists now possess an intimate understanding of their customers, products, and local markets, granting them the authority to resolve issues on the spot with confidence and precision.”
To underpin these elevated standards, HID has integrated several cutting-edge technical enablers. These include a sophisticated Customer Command Centre providing 24/7 order visibility, the deployment of Robotic Process Automation (RPA) for intelligent case routing, and advanced AI-powered tools that seamlessly process orders directly into core systems.
This innovative regional approach has proven instrumental in fostering stronger, more collaborative partnerships with integrators and customers across the UK, Continental Europe, the Middle East, and Africa. Storan also highlighted an internal benefit, noting that this shift is poised to invigorate HID’s internal culture, with regional teams reporting heightened confidence and engagement in their vital ability to make a tangible and positive impact on the customer experience.