Frequently Asked Questions

 

Q: How often should we conduct a security risk assessment on our property?

A: We know that risk is ever evolving, which means our approach to security must also be fluid to continue mitigating threats to our customers. This question isn’t always an easy one; perhaps, like the Commercial Real Estate industry, there is an external factor that has changed; or maybe a company has grown and/or expanded locations. While there may not be a set answer, we do know that you should never rest on the status quo. At a minimum, we would recommend conducting Security assessments annually. However, the level and depth of those assessments/audits generally depends on the company’s internal security structure and their ability to develop/maintain existing program components throughout the year. With a robust infra-structure, assessments and audits can be done against developed standards. A more in-depth assessment/audit would probably be needed if internal resources are limited or none existent.

 

Q: We are considering adding video cameras or remote video monitoring to certain key areas of our property. Where do we start? 

A: First, we should discuss your current challenges and goals to determine your property’s unique needs and to frame a customized solution. Next, Allied Universal technicians will conduct a thorough site-inspection of your security and IT infrastructure to identify high risk-areas and opportunities for improvement, while also assessing any technology currently in use. Once that is completed, we will collaborate on a suggested path forward that will look at not only technology, but how to implement into your overall security program to deliver optimal results. Often, we find that the addition of technology drives greater efficiency for our on-site teams as well.

 

Q: We have a strong focus on customer service. How are your security guards trained to meet our high standards?

A: The Security Professionals we deploy to your site represent your brand, and ours. We hire, train and match people based on your unique site requirements. We recognize the need to support the customer experience you are looking to achieve; and that is why we promote unparalleled customer service throughout our entire organization, from our Security Professionals to our senior executive team. Our emphasis on this critical skill is a part of our culture, and it has helped us achieve our 95% client retention rate. ­­​ ​

Here are some ways we train and support our team in the development of their customer service skills: ​

• New Employee Onboarding Training: ​Our new employee orientation training focuses on our brand and service expectations for everyone wearing an Allied Universal® uniform.​
• Continuous Training:​ With access to more than 1,500 additional training courses offered free through our proprietary online learning platform, employees are regularly encouraged and recognized for their efforts in continuing improvement. In some instances, training modules are mandated and tied back to performance reviews and promotions. ​
• Mirroring Behavior:​ We expect our team at the highest levels to mirror the behavior we want to see on the frontlines. Our managers and leadership team are committed to continuous improvement as part of our internal human capital management program.

 

Q: What tools do you use to support your on-site security operations, and do your customers have access to those tools and reporting in real-time?

A: We invest heavily in technology that provides the intelligence required to make strategic security decisions. Our most asked-for technology is HELIAUS®, our proprietary artificial intelligence (AI)-driven workforce management solution that uses powerful algorithms to generate risk-averse recommendations. With HELIAUS® at the center of your security operations, your Security Professionals are always connected and engaged, situationally informed, and armed with the right recommendations to effectively create safer, more secure environments. Plus, the robust customer portal allows you to be up-to-date and informed on your business security platform at all times. In addition to HELIAUS®, we use multiple back-end platforms to ensure accuracy in recruitment, scheduling, invoicing and more. Our goal is to make it as easy as possible for you to do business with Allied Universal.

 

Q: Commercial Properties are facing challenging times with many tenants moving to hybrid work solutions. How are you working with your Commercial Real Estate customers to provide new solutions to meet this changing landscape? 

A: Like any business going through a fundamental shift, we know that many of our Commercial Real Estate customers are looking at ways to support a new business model. Security plays a pivotal role in that shift. We work collaboratively with our clients to identify how the security program that worked for them last year, or even a few months ago, might not be the right option for today. We focus on providing all of our commercial real estate customers with the right mix of services and solutions to meet their goals and to help create a more sophisticated customer journey, which may include a blend of Risk Advisory Services, Guarding, Technology, and/or Canine Services. Often a change is the best thing for your business as it forces you to think beyond the status quo. We are there to help guide you through the process.