About Bonuss Security
BONUSS SECURITY was founded in 2017 as a successor to BONUSS-CZ and KARLTEL with the aim of offering customers a comprehensive solution for security systems from security doors, through safes, security and camera systems to real self-defence. The company has a very rich history in the field of security systems. It does not sell only the product, but offers a complete solution according to the client’s wishes and requirements.
“We try to offer our clients the best possible design, solution and processing. Our motto is that we don’t offer a product, we offer a solution. We try to build every single thing to the client’s specifications and it doesn’t matter what the product is, whether it’s a camera system, a security system, a fire alarm system, and whether it’s wired, wireless, just so that the client is satisfied.” Says at the beginning of the interview Mr. Karel Štáf, Managing Director of BONUSS SECURITY s.r.o.
What were the problems before the introduction of 1CLICK
“The company was founded with the idea that this is how we want to do it. Sometimes it’s more complicated, sometimes simpler. Anyway, we ran into a couple of problems and they weren’t work related, they were management related. We have a team of technicians. We’ve got my right hand woman, my assistant, who makes sure these guys are everywhere on time, appointments are made with clients. We dealt with it with different chat groups, shared spreadsheets, but it still wasn’t quite right. There was always a squeak in the communication between the client, us and our technicians. We had a few different repositories where we put our documents. And then we actually found 1CLICK.”
“We didn’t know how it would work. Plus, I’ve always believed that you need to own the program when you use it, to have it on your own server. To be on my iron, under my control. The program I bought and actually 1CLICK was a web solution or a solution running on a web interface.”
“So I had a little bit of mistrust. We started testing 1CLICK and after a few weeks, maybe months, we found that it made our job easier. Of course, it was in the beginning when 1CLICK primarily had a main module with projects and contacts above it, that’s where it started.”
Solution
“The way it worked for us was that we found that we could get the technician to run the job. He has to respond to the task in some way and within a certain time he has to give an answer, which is then returned to our assistant, who continues to work on it and either finishes it or asks further questions to the technician. When it’s done, he hands it over to me.”
“Then 1CLICK came up with the ServisDesk module, which took tasking up a level. The routing of how that service moves through the company today is defined in a matrix, and the process goes exactly according to that matrix, so it’s clear exactly who set it up. It could be anyone. And then the procedure is: The technician gets the task, then does the check. After the technician completes the task and fills out the service sheet, he signs it. Then it jumps to the assistant, she checks that everything is fine, automatically confirms it and jumps to me. I see a service sheet that has been processed and that is already intended for me to issue an invoice. I will, of course, double-check if it’s okay and we can invoice.”
“The service process automatically passes the task to the assistant who sends the invoice. I have to say that this way of service process has really made a lot of work easier for us.”
“I think 1CLICK is the right tool. To this extent, as I just described it, we have been working for a while because we have not used the invoice from 1CLICK. I used the system for years for accounting and warehouse management, but I wasn’t happy and after the 1CLICK people told me they had an invoice issued process and a new warehouse module, we were able to leave the system because we were only using it for warehouses.”
“And since we weren’t using the accounting services anyway, we switched to 1CLICK. Today in 1CLICK we use both issued invoices and received invoices, we use the warehouse. And I have to say that so far we are satisfied and there is nothing to complain about. Of course, there are some subtle nuances like that, where, for example, through traffic we find that sometimes we miss a window or we miss some information somewhere.”
“But this is always adjusted in cooperation with 1CLICK so that we are satisfied and so far there is really nothing to complain about. And so what I love about it is that I’ll make a request that I need to adjust this thing and that thing. And it’s not a matter of months or weeks. The adjustment is a matter of days or hours.”
“I was just dealing with some stuff on Friday. We talk about what it should look like, and they call me on Monday and say the thing is ready to deploy. As such, I have to say that I have found in 1CLICK a company that, if I wanted to, would commend both of us for being equal to equal. We try to do those services as well and I think we do them as well as 1CLICK does them.”
“It’s actually a great collaboration, I wouldn’t even be afraid to say it can be a symbiosis.”
Result
“1CLICK has brought us improvements in about three key areas.”
“The first improvement I see for me as a boss is the overview. 1CLICK allows me to look back at any job, any task, any service process. And if it’s correctly classified, you just need to know the contact it’s registered under. I go to that contact and find all the information there, including that there is an option to leave information in the journal where full-text search works. So if somebody puts in, let’s say, a completely stupid remark that they wrote six months ago and I only know part of the word, it will find it.”
“I have an overview of what ever happened and it has helped me many times. It happens to me often enough and if people who have installation and service companies will watch this or look at this, they definitely know that a client is calling and like let’s say very welcomingly pushing their opinion to me by:
“I told you six months ago, how come you don’t know?”
“So if 1CLICK is being used correctly, I’ll take a look at this contact. I look up and I see that six months ago we were talking. There was a phone call between us and we were discussing exactly this. And when I tell him directly into the receiver what we were discussing, he almost always speaks up on the other side.”
“Oh, I guess I got that wrong.”
“Because he doesn’t expect me to have this information that I remember and I don’t. 1CLICK remembers them. So it’s terribly important for the management as well. It gives it that stamp of guarantee and quality.”
“I think it has helped us a lot and has accelerated the transfer of information within the company. The way we use service processes. The technicians don’t respond to anything other than a beep on their phone or computer telling them that they have a task that is part of the service process and that they have to do something.”
“The moment the assistant enters it. So he doesn’t have to worry about it. It falls on the technicians who handle it. They know they are not being telephoned and can concentrate on their work. So there is a speeding up and also a relief of their work. Today we all know that labour is the most expensive.”
“This actually freed their hands that they don’t answer the phones consistently. We’ve taught our clients that they call the service number. There’s an assistant sitting at the service number during business hours who takes it, puts it in 1CLICK, and at that point the guys don’t actually have to deal with the call right away.”
“We bought them time. And we’ve allowed them to do more of their work in the piece. Well, now with the latest modifications we have and use for us, I have saved money as well. Even though editing in 1CLICK is of course not free. I consider the money that is paid to 1CLICK to be some of the best money spent because it is simply worth it.”
“The system works the way I need it to. For me there is fantastic support on the phone or email. It’s just perfect. And I save money because any other company is actually more expensive. It may not be possible at all, or the modifications are extremely expensive and everything is skeletal and difficult.”
“So the 1CLICK solution has made our work much simpler, faster, clearer and cheaper.”
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