How Protos’ Security Operations Center Goes Above and Beyond for Clients

Outstanding customer service and attention to detail are top priorities at Protos. We prove this by our “service first” mindset. Our managed service provider (MSP) model stands out from the competition because we are able to focus on a client’s unique wants and needs, along with other factors (location or size) to create a custom security solution by presenting multiple security vendors with backup options.

Whether your company is in a crowded city or rural town, you are a small business owner, or you have multiple partners running the company, we have the ability to focus on each site and give it specialized attention. Protos handpicks security providers across the United States, Canada, and Puerto Rico with specialization in your vertical market—this is unique in the security industry, and something we pride ourselves on. The security industry often has a “one-size-fits-all” solution while Protos has a tech-forward approach. It works so well because of a multi-tiered service model and support structure along with Protos’ technology that allows officers to report incidents in real-time.

“The MSP model is the only solution that’s focused on giving customers choice,” said Protos Vice President of National Operations Dan Arnold. “Our business is truly service-focused. You should be in the driver’s seat of your security program—and having choices allows you to set preferences and decide what fits your organization, style, and culture. Protos can give that to you with options in mind, presenting different vendors with specialized areas of focus. And the best part is that these are locally owned and managed businesses familiar with your specific markets.”

The Dispatch Team Is Available 24/7 for Your Security Needs

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The Protos dispatch team is available for each client 24 hours a day, 365 days a year. This group of professionals works in shifts, readily available to focus on your immediate security needs. As the eyes and ears of our organization, dispatch is thoroughly trained in record keeping, communication, customer service, working with emergency personnel, and more—all while multi-tasking to focus on client requirements. From scheduling to check-ins and calling for backup vendors—Protos’ dispatch center is critical to client success.

Protos’ software is used by the dispatch team to track the attendance of security personnel, so they are able to ensure down-to-the-minute billing. The team is focused on getting officers to your location on time and in uniform, with a 90-minute average speed to post in emergency situations—faster than even the largest companies.

The Service Department Is an Advocate for Every Customer

Every client, whether they are seeking temporary or permanent security services, gets assigned an expert service agent. The service department is focused on client account management and providing the best possible customer service that is tailored to each individual client site

They focus on security needs required on an ongoing basis by customers and manage relationships with vendor companies. Protos’ service agents become well-versed in the security issues clients are having and select specific vendors that will be the perfect fit for them. They ensure these officers are aware of the duties expected of them and that they will be able to perform to the best of their ability.

In addition to knowing the ins and outs of customers’ security needs, the service department measures the KPIs of officers, including attendance, tardiness, and the number of incidents at a post every week. They constantly update these to ensure guards are timely and incidents decrease. Protos knows it’s crucial to have continuous reporting and evaluation of the effectiveness of your security program to guide your solution and provide service enhancements when needed.

The Strategic Account Management Team Works with the Highest Level of Security Programs

Protos’ strategic accounts managers (SAM) are the relationship holders to the highest level of security programs. They work closely with clients to ensure it’s easy to work with Protos. The SAM team is responsible for partnering with their clients to reduce program costs efficiently, educating clients on their innovative software offering through the client portal, managing reporting, KPIs and SLAs for each SAM client, and more based on custom needs.

As Protos continues to grow as an organization, it’s important that clients know they can grow also, especially as new service offerings are added. Through their strategic growth model, Protos can guarantee that what will continue to set them apart is the adoption of technology, ongoing software development, and a modernized staffing approach.

The SAM team is a central component within Protos, acting as a liaison between internal departments and clients. It’s just one of the ways to ensure Protos’ relationships are strong and long lasting.

The Vendor Management Team Supports Security as a Whole

Protos greatly values their positive, long‑term relationships with vendor companies and treats them just as they would a client. Because they depend on them to provide above-average security services, the vendor management team is constantly looking for ways to help vendors grow their companies. For example, can they expand a vendor to a new market? What about getting them over state lines? If it benefits them, it will benefit the client.

As mentioned above, senior service management personnel are provided with insight where they can provide positive feedback to vendors, as well as assistance and coaching to resolve any areas of improvement. The entire service chain is truly connected to identify areas of improvement for their clients, many times bringing topics of discussion to them before they even realize there is an issue.

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