The Computing Digital Transformation of the Year — Winners Case Study: Haulmont and The Keyholding Company
The Keyholding Company began life as a small-scale, manual operation providing response and guarding services for private residences in London. By 2014 the business had expanded to manage a network of partners to provide services on a national scale, but its legacy IT systems were holding it back from further growth.
Approaching Haulmont Technology, The Keyholding Company began a pilot project to build a mobile workforce app, that subsequently evolved into a full scale systems replacement with a new custom-built solution, named Chase. Over the last three years The Keyholding Company has gone on to transform every aspect of its business around Chase, including restructuring its business processes around a true ‘Digital First’ culture, incorporating a 24/7 homeworking hub, enabled via IP telephony and cloud infrastructure. It is now moving into new services, powered by IoT. Chase has formed the basis of a restructuring of internal processes and human resources and The Keyholding Company is now reaping the benefits of a truly comprehensive digital transformation.
Key points in delivering success
The pilot project - a mobile workforce app to manage keywardens and partner security staff - was critical to test if Haulmont could deliver on its credentials as the tech partner that enabled Addison Lee’s technology-led growth. After a successful internal deployment of the new app, the first challenge was persuading The Keyholding Company's network of partners to adopt new technology. The experience of encouraging this cultural shift at Addison Lee, within a traditionally conservative industry, would prove invaluable later in supporting The Keyholding Company's own transition from legacy security provider to tech-enabled service provider.
After completing the successful pilot, The Keyholding Company's founder, Charlie Gordon-Lennox now had the confidence to invest in building an entirely new enterprise system from scratch. Haulmont Business Analysts and Java developers worked alongside domain experts from The Keyholding Company in a truly collaborative partnership to deliver a bespoke system; ‘Chase’.
The introduction of Chase as the operational backbone of the business was a huge risk, which was mitigated via parallel running of Chase alongside the legacy system for a period. Departments were brought online one-by-one to enable training and users provided feedback to the developers in order to iterate the system to better meet the requirements of the business. Once complete, this first phase of The Keyholding Company's digital transformation freed the business from the restrictions of its legacy system, unlocking opportunities for rapid scaling whilst maintaining service levels that put The Keyholding Company in the top 5% of all security companies.
The second phase of the DX project was digitising external touchpoints, such as Client Portal websites, and integrations with third party services, such as credit control partners, IP Phones, Twilio, Zendesk, PeopleHR etc., whilst building a technology-first culture. After initially facing resistance from other teams, the incremental success that each new piece of functionality delivered has built confidence to the point where tech adoption has shifted the culture - and tech-first is now a company-wide mantra.
The third phase has been to build an internal team for The Keyholding Company to leverage the benefits of the vast data generated by the new system. Data analysis allowed the team to derive operational insights to increase efficiency and also provide competitive advantage via the provision of client MI that is unmatched in the industry. As a result, large Facilities Management players are now demanding to partner with The Keyholding Company because of their leadership in data and analytics.
For the future, phase four will be building a platform to integrate Chase with the new generation of IoT-enabled smart devices, both in the home and in corporate facilities - an exciting area of innovation in technology and one that The Keyholding Company is well poised to lead in, thanks to its experience over recent years.
Technology leadership = competitive advantage
As a result of this digital transformation, The Keyholding Company has added multi-site corporate contracts to its private residential core business. Alongside security services such as patrols and alarm response, it now provides a wide range of planned visits and response services to multiple clients with 30,000+ sites in the UK, serving a third of the UK high street.
Of the 500,000+ jobs executed each year, 98% are now automated, saving thousands of man hours.
Over 12,000 phone calls per month to emergency contacts are now handled with no human involvement. Similarly, a further 8,000 emails to partner providers are now automated each month. Since go-live, average processing time for booking an alarm response has been reduced from 5-8 minutes to under a minute.
Year-on-year revenues are up 18% in 2018 and EBITDA has increased by 123%. The company is now working alongside larger players in the sector consulting on technology and data, and its position as the vanguard of technology in security is opening up new opportunities, both on a national and international level, that would not have been possible before this comprehensive digital transformation.