Our Managing Director, Satoru, recently embarked on his first visit to our technical office in Hull, where he had the pleasure of meeting our NSB and R&D teams. This visit provided an in-depth look into the full scope of our operations, showcasing the dedication and expertise of our team members.
During his visit, Satoru experienced firsthand how our team is innovating to enhance the customer journey, refine processes, and implement new systems that align with our company’s mission.
Here’s what some of our team leaders shared about the visit:
Daniel Wilkinson, Technical Director:
“The Secom Technical and R&D division recently had the privilege of welcoming our Managing Director for his first visit to our technical office. The visit provided an excellent opportunity to showcase the full scope of our operations, including our R&D area, support team, demonstration suite, and configuration facilities. Satoru, I hope, was impressed by the dedication and expertise displayed by our team in supporting the business’s technical needs, from assisting internal and external customers, pre-configuring systems and managing repairs, all the way to the full technical experience we have tried to create within the whole office for visitors remotely and in person. We are proud to welcome all external visitors to the technical office to showcase all the innovation and abilities we as a whole company have to offer. The visit underscored the importance of our continuous innovation and operational excellence, as we maintain our commitment to delivering top-tier security solutions to our clients. We look forward to leveraging his insights to drive further growth and success across the business.”
Christopher Spencer, Head of NSB:
“I was privileged to have the opportunity to showcase and demonstrate to Saturo what our National Service Bureau is all about. Our team works incredibly hard, often in exceptionally challenging circumstances, yet they continue to show up and represent the business with unwavering dedication. From my perspective, having Saturo experience our customer journey firsthand—from call receipt, triaging via RSD, through to our planning team—highlighted the customer-centric processes we’ve developed over the years. Seeing some of the challenges up close and experiencing them directly offered invaluable insights. I truly hope this visit is the first of many, allowing Satoru to continue witnessing the passion and dedication that our National Service Bureau team brings to the table..”
Paul Weaver, Operations Director:
“It was great for our Managing Director to visit NSB and our R&D staff over a two day period. NSB have handled 84,129 incoming calls so far this year, so the team were able to demonstrate the triaging of the customer journey to Satoru, along with the processes and new systems adopted. RSD and Central stores work closely with the R&D team, it was very pleasing to witness the hard-working staff in R&D, the development of new products and services and their impressive innovation centre. Management within both departments would gladly welcome staff and visitors, so I encourage our staff to visit both departments to fully understand their importance to the success of Secom Plc.”
Reflecting on the visit, Satoru shared:
“When we started the BTG (barriers to growth) in 2023, one of the themes was how to bring added value to our existing/potential customers, that would increase recurring revenues and prevent termination. Dan Wilkinson and his team within our new R&D center plays this role and I hope many new services/products will be born from this new office in the future.”
Thank you to everyone who made this visit impactful. This experience underscores our commitment to innovation and excellence, and we look forward to leveraging Satoru’s insights to drive future growth at Secom Plc.
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Left to right
Phil Lamb, Chris Horton, Satoru Awano, Paul Weaver, Chris Spencer, Dan Wilkinson, Jake Hayward
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Left to right, top row
Phil Wiseman, Lucy Templeman, Phil Lamb, Satoru Awano, Paul Weaver, Nathan Haigh, Dan Wilkinson
Left to right, bottom row
Alice Krakowska, Gareth Grove, Katie Garrod, Dave Blackshaw