With 6 years of experience within the lone worker safety industry, Carrie is responsible for ensuring all of our customers maximise the benefits of our solutions. From developing all the training materials to delivering our customer webinar programme, Carrie covers all aspects and is also our go-to expert for all things related to body-worn cameras!
Can you give me an overview of your role and your day-to-day interaction with customers?
I’m responsible for all the training and support materials, delivery of our customer webinar programme and supporting customers both during the initial onboarding and through their contract terms. Our training and support covers users, managers and team leaders of users, and contract managers and administrators. I like to get involved with new customers as early as I can to help and advise on the onboarding process, so there’s a friendly face for them to approach, and help them make sure they’ve got everything in place.
What makes Reliance’s lone worker solutions and body-worn cameras so valuable to clients?
It’s the reliability, the technology, the support and the service behind it all and the fact that they can easily reach out to us. Clients get their own account managers allowing them to get a completely tailored service with one central contact for convenience. This also ensures that when they need support, it’s given by someone utterly in tune with their business needs and industry.
We also hand-hold customers transitioning from alternative lone worker solutions. Our priority here to make sure the transition is seamless with users moving across without any downtime in protection whilst we also minimise any overlap of services to minimise the costs of such overlap to the organisation. Feedback from customers transitioning across is fantastic and is a true measure of our services and solutions. Key areas we get praised for is around our proactive field-based support and also areas such as device quality and Focus customer portal ease of use and features.
Lastly, it’s our technologically advanced lone worker safety devices such as wifi indoor locating and 4G connectivity for the ID+ and Pulse+, and the latest body worn cameras with wifi and LTE connectivity, GPS location, live stream and SOS alarm activation capabilities.
What are the most common body-worn and implementation challenges clients come to you with?
With body-worn cameras, clients often struggle with getting the initial set up optimised for their needs. That can be around whether to use wifi or the wired connectivity for uploads, setting up the camera functionality for ease of use, and how to set up the VideoManager portal with access rights to ensure data security. Our VideoManager customer portal makes accessing, storing, and managing footage really easy, clients are surprised at how easy this is.
With our lone worker solutions, clients sometimes require support setting up the escalation contacts and processes and how to maximise the reporting we can provide, to enable them to manage ongoing usage and compliance. Reporting is highly configurable can be customised for each customer. We help customers understand the options and set these up for clients as part of our implementation. We provide tailored reports aligned to each client’s KPIs and compliance requirements, ensuring they receive the most relevant and valuable insights to support effective monitoring and decision-making.
My job is to make sure people are comfortable and confident with the technology. We offer refresher training for existing clients as companies naturally have turnover of staff. We also offer an ongoing programme of webinars aimed at users, managers and contract administrators on a range of topics include new features we have launched. Anyone can book onto these sessions. We’re always available to help our clients understand how to best use their devices.
Do you get involved in the results that clients have achieved after implementing these solutions?
We constantly survey and receive client feedback for our solutions, and so we understand that our customers trust our devices to support their lone workers reliably and efficiently. For example, 78% of users surveyed feel more confident when working alone when using our solutions. Also, 92% of users feel more valued by their organisations when our solutions are deployed.
We collect 5 million rows of data every day from our devices so we can do extensive trending of usage and usage patterns across our entire estate. This provides reassurance that our solutions and our proactive support is making a difference and that users feel safer through the use of our solutions. Clients also communicate their appreciation for the Alarm Receiving Centre service and the benefit they feel from around-the-clock support for their workers.
What questions do clients typically have before or during onboarding and how are these addressed?
Clients often seek reassurance that all users will be confident and consistent in using their devices from day one. To overcome this, we ensure that all stakeholders – from decision-makers to device wearers and managers, receive comprehensive, tailored training. This approach promotes adoption, consistency across the various teams and departments, confidence, and full utilisation of their device’s capabilities from the very start.
Have you noticed any trends in the lone worker device market?
Body-worn cameras have become an increasingly important part of our clients’ safety and security strategies. In response to this growing demand, we’ve expanded our portfolio to include four fully integrated body-worn camera devices with optional live stream alarm management services, designed to meet the evolving operational needs of modern organisations.
As technology advances, many clients are now seeking more sophisticated solutions that leverage 4G connectivity, enabling faster, more reliable data transfer and real-time awareness that the data can deliver through our Focus portal. Our latest range reflects this shift, offering enhanced performance, connectivity, and assurance for teams operating in the field. We are on the journey leveraging the power of Artificial Intelligence (AI) and offering further integration options with client systems through our expanding API capabilities.
