HID, renowned for its expertise in trusted identity solutions and part of the ASSA ABLOY Group, has unveiled a significant expansion of its customer service operations across Europe, the Middle East, and Africa (EMEA). This initiative marks a new standard in support within the security identity sector.
Recently, it earned the prestigious UK's Fire & Security Excellence Award for Best Customer Service Provider, which highlighted the initiative's success in enhancing customer satisfaction—reflected by a 76-point boost in the company's Net Promoter Score (NPS) and a Customer Satisfaction Score (CSAT) of 86.
Modern Security Project Support
In response to the fast-paced demands of contemporary security projects, HID has redefined its customer service framework. Key changes emphasize prompt response and regional expertise:
- Order Fulfillment: Streamlined processes enable completion in under one business day.
- Rapid Resolution: 98% of customer inquiries are answered within 24 hours, with 90% resolved in under four hours.
- Return Merchandise Authorization: A formerly four-week procedure now often allows immediate replacement shipments without requiring an item return first. Additionally, a 90-day return policy for non-warranty items enables customers to return unused or unopened products without questions.
- Priority Replacement Promise: Protocols for critical hardware replacements have reduced turnaround times by up to 40%.
- Regional Specialization: Service delivery across nine languages has improved by 25%, facilitating accurate technical communication.
- Dedicated Account Support: Customers now have a single point of contact for handling requests comprehensively.
Transition to Specialized Expertise
“We recognized an opportunity to evolve our service model to match the sophistication of our products,” stated Cormac Storan, Senior Director of Customer Service EMEA at HID. “Our goal is to create a truly customer-focused experience built around speed, expertise, and accessibility.”
To maintain these standards, HID has introduced several technical advancements
A key aspect of this expansion is moving from a generalized support model to one centered around specialized expertise. By empowering regional teams, HID ensures technical support tailored to local market needs. "The approach centers on establishing trained, empowered teams with full end-to-end ownership of the customer inquiries," Storan added. "This shift has turned generalists into PACS specialists who truly understand their customers, products, and local markets, giving the team the authority to resolve issues on the spot."
Building Stronger Partnerships
To maintain these standards, HID has introduced several technical advancements, including a Customer Command Center offering 24/7 order visibility, Robotic Process Automation for case routing, and AI-powered tools that seamlessly process orders.
This regional strategy has fostered stronger collaborations with integrators and customers across the UK, Continental Europe, the Middle East, and Africa. Storan highlights that this change not only enhances customer relationships but also boosts internal culture, as regional teams report increased confidence and engagement in their ability to impact the customer experience positively.
