SmartTask workforce management software selected by Churchill Support Services


Eve Goode
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Security company Churchill Support Services streamlines billing, improves operational efficiencies and supports business growth with SmartTask.
Churchill Support Services provides a range of security services to the public and private sectors across the UK.
Recognised by the Security Industry Authority (SIA) as being “industry-leading”, Churchill Support Services is currently ranked in the top 1% of all approved contractors and in 2024 was named The UK’s #1 ACS-Approved Security Company for the third year running.
A business that values its staff
As a people first business, Churchill Support Service’s primary focus has always been looking after its officers working in the field to deliver the best possible customer services.
Following a business review in 2023, the company identified key issues with its workforce management system that were affecting business operations, administration efficiencies and more importantly, the people on the ground.
It was not always straightforward using the existing system to carry out administration tasks – from booking a holiday, through to accessing a shift.
Business critical processes for a security company
Supporting critical day-to-day operations Churchill decided to invest in a new workforce management system to support its operations more efficiently and to enable future growth.
Following a detailed selection process, it chose SmartTask software, an established and reliable solution for the security sector.
The Churchill team began by scoping and planning with its key stakeholders to identify what they needed from the new system.
The company then rated the requirements to establish how crucial they were to day-to-day operations and what they could compromise on when it came to selecting the right vendor.
“The right decision for us”
The Director of Operations commented: “The feedback from SmartTask was very good and equally, I understood that we had a very similar journey with workforce management systems over the past couple of years.
“At that point, I knew it was the right decision for us and that it would solve a lot of our problems.”
Smooth implementation ensured rapid deployment
The SmartTask team worked alongside the Churchill staff, providing training, support and advice when required.
Regular meetings ensured Churchill was able to establish project accountability and deadlines.
Churchill claims that using SmartTask software provided a seamless approach to managing lone worker safety and ensuring that services are delivered on time to meet SLAs.
Churchill can report incidents, near misses, accidents and conduct automated checks to ensure employee safety and security in their work.
Ensuring officer safety
The company uses SmartTask for “tag scanning” and patrol monitoring, which uses positioned scan points across the site, that are then fully logged with an officer’s time, date and location.
It enables Churchill’s round-the-clock Communications Centre to ensure that officers are safe, can conduct their duties effectively and assures clients that their site is routinely patrolled to meet SLAs.
Officers book on and off using the Smart Task mobile application, which also provides staff handbook resources.
The user-friendly interface has helped staff and managers adapt to new technologies.
Churchill reports a record number of employees engaging with the app for booking on and off, check calls, incident reporting, scheduled and conducted patrols.
“Fulfils our needs”
The Communications Centre Team Leader said: “SmartTask fulfils our needs, it is a lot faster than the previous system which saves time when scheduling, booking on/off employees and running reports via this platform.”
Meeting Service Level Agreements
The company claims the customer-facing portal provides transparency enabling clients to view all rosters, reports and full patrol data.
Additionally, with synchronised integration of holiday and sickness, any absences or holidays are recorded immediately and cover can be quickly assigned to meet the most stringent of client requirements.
“Significantly aided in our day-to-day”
The Director of Operations later added: “We’ve grown to trust the SmartTask system due to its core capability and especially so in terms of its up-time, scheduled updates and effective changes that have significantly aided in our day-to-day processes.”
Streamlined processes save time
The company reports that the project:
- Has been a success for reporting on the business and day-to-day operations
- The basics that had previously been forgotten are now fully operational and most importantly, working efficiently
- Tasks that once consumed hours of time can now be completed in a matter of minutes
- The rapidly available reports, presented in various formats, are functioning seamlessly and efficiently
- Payroll and billing processing times have been halved across the board and information made much more readily available, freeing the team to spend time elsewhere, responding to enquiries or planning
“Much easier to use”
The Accounts Receivable Controller expressed: “It’s a really good system, has streamlined the billing process and is much easier to use than the previous system.”
From booking in services through to paying employees, the Churchill team claims that it has been rewarding to witness the gradual restoration of trust, particularly through the fundamental process of booking holidays or accepting shifts.
Improved business reporting maximises operational efficiencies
Churchill now operates in a paperless environment. SmartTask is used to store updated assignment instructions and risk assessments securely.
It also holds company policies, operating procedures and employee information, previously part of a welcome pack.
The resource planning tool in SmartTask is used to effectively allocate the company’s resources and people.
It provides a cartographic overview of a site, enabling the operations team to manage duties and efficiency of both its static and mobile security officers.
Supporting company growth
Churchill claims that by using SmartTask has supported Churchill Support Services‘ journey towards operational excellence with the project marking a significant milestone to support the company’s growth and expansion efforts.
“Effective, innovative and forward”
The Director of Operations concluded: “SmartTask has been an invaluable resource. We are a far more effective, innovative and forward-thinking security company as a consequence of using it and long may it continue!
“It has streamlined what’s historically been a complex process and has created a sense of consummate ease in ensuring a safe, secure and happy workforce.
“It has streamlined what’s historically been a complex process and has created a sense of consummate ease in ensuring a safe, secure and happy workforce.”