Prosegur is a global private security services company with a presence in 31 countries. It was founded in 1976 and in 1987 became the first Spanish security company to be listed on the Madrid Stock Exchange.
The company has several business lines: Prosegur Security, Prosegur Alarms, Prosegur Cash, Prosegur Cybersecurity and Prosegur AVOS.
The provision of the private security service at Prosegur includes many internal processes, from opportunity to collection, through the offer, request, billing and order management, among others and carried out by different departments. Most activities are carried out manually, due to the complexity of the same and the multiple agents involved, encountering the following impacts:
The interactions between the different actors are informal and supported by e-mail.
There is no traceability of customer requests, in some cases the status of each one of them is not known, since the initial dialogue with the customer.
Inefficient communication and loss of information for the allocation of hours and billing of services, generating delays in the issuance of the invoice and, in some cases, non-invoicing of services provided.
Deficiency in urgent requests: the lack of systematization causes the Operations department to plan the service with occasional delay.
Delays and/or non-compliance with the regulations on notification to the State security bodies of the surveillance services, with the consequent economic sanctions.
There is no order management process associated with requests that causes delays in collection dates.
The quality perceived by the client about the request process is deficient, due to the lack of interaction and knowledge about the status of the request.
Given this situation, Prosegur needed a tool that would allow the development of an integrated management system involving all activities, managers, content and controls for the automation of processes. Prosegur decided to limit the initial scope of the project to Order-to-cash processes (from the request to the collection).
Based on the IBM Business Process Manager Standard from Cloud Pak for Business Automation solution, a management system is implemented with the aim of automating processes to improve the quality of monitoring service, reducing the economic impact of delays in collection, billing and delivery.
The first thing that was done was a prototype to validate with the business the suitability of the solution, at the same time that the necessary requirements were raised for the launch of the project.
Later, we started the project with a small analysis stage, to reach a consensus among the actors on the processes to be systematized.
We organized the project in six cycles of incremental and iterative development, following an agile methodology, adapted to the IBM Business Process Manager Standard. In each of these cycles, the details of the tasks were raised, automatisms were identified, new functionalities were implemented and the product was shown with the functional increments, being validated for its delivery as a final product.
In this way, Prosegur improves its operation and results by the hand of Habber Tec through the use of Business Process Manager Standard obtaining the following benefits
Unification of communication channels in the Order-to-cash processes
Eliminating mail and establishing the task tray as a means of synchronization between teams and sharing of information.
Governance in the processes
Control over the set of services provided is ensured. Bottlenecks are identified and metrics and follow-up reports can be obtained to facilitate decision making.
Traceability of all requests
All those involved can know the status of the requests. The client is notified about the status of his request.
Improvement in the response time of Prosegur to urgent requests
With the systematization of processes the Operations department can now plan all services in time, prioritizing the urgent ones.
Facilities for the customer
Aself-service page has been created for the customer to initiate the request.
Improved billing effectiveness
By having the processes controlled the billing department has all the necessary information to issue invoices for all services on time.
Decrease in penalties for failure to notify the state security forces, because it is typified and registered in the management system.
Prioritization of requests to comply with service level agreements (SLA) agreed with the client.
Automatic generation of annexes to commercial contracts with clients, complying with current regulations.
Undoubtedly, this solution developed with IBM Business Process Manager Standard technology from the platform IBM Could Pak for Business Automation, especially technology has improved the bottom line of Prosegur. In fact, so far, the benefit measured is around 15% reduction in the life cycle due to the accuracy of information and collaborative work.
In addition, the project is expected to soon be all in multiple cloud environments, including public clouds such as AWS, Azure, Google and IBM Cloud, as well as private clouds in different countries and continents. Prosegur will manage its operations with containerized software solutions that provide an open, faster and more secure way to grow and move core process applications for any cloud.
