Churchesfire - Experts & Thought Leaders

Latest Churchesfire news & announcements

AI-Driven Insights Boost Churches Fire & Security Efficiency

Churches Fire & Security, the UK's only fully integrated fire safety company, has successfully transformed its customer service operations through an innovative AI-powered analysis program, revealing insights about customer behavior and creating significant opportunities for automation. The company, which provides comprehensive fire protection and security services nationwide, partnered with digital customer experience (CX) transformation specialists Sabio Group to conduct an insightful Intent Capture & Analysis (IC&A) process, analyzing over 25,000 customer calls to identify key pain points and improvement opportunities. key pain points and improvement The analysis unveiled that 17% of all incoming calls — more than 16,000 annually —were simply requests to test fire alarms, representing the most common reason for customer contact. Churches develop automated customer journeys through their online portal freeing hours of customer service This revelation has since prompted Churches to develop automated customer journeys through their online portal, potentially freeing up thousands of hours of customer service time. In a recently published case study, Charlie Haynes, CEO of Churches Fire & Security, emphasized the strategic importance of the IC&A project. He said, “As a business, we have an increased focus on self-service and operational efficiency whilst maintaining customer experience. The nature of our very business means that we must understand our customers' needs and streamline our processes accordingly.” significant challenges The IC&A process also exposed significant challenges with call resolution, revealing that 60% of customers made multiple calls to resolve their queries. Even more striking, 83% of repeat callers requesting fire alarm service had already contacted the company at least once for the same issue, highlighting a critical area for improvement in first-call resolution rates. Kevin McGachy, Head of AI Solutions at Sabio, highlighted the transformative nature of their findings. He said, “This program surfaces insights into customer behavior – key data that Churches and other organizations, with the best of intentions, did not fully know: specifically, the exact reasons as to why their customers were calling in.” three-phase transformation program Churches Fire & Security opted for a more targeted approach based on actual customer interaction data The IC&A, which forms part of a larger three-phase transformation program, has already led to several strategic improvements. Rather than investing in an entirely new customer service infrastructure, Churches Fire & Security opted for a more targeted approach based on actual customer interaction data. The company is implementing various automation initiatives, including a PCI-compliant payment system integrated with their telephony infrastructure, after discovering that billing and invoice payments were the second most common reason for customer contact. data-driven decisions Haynes added, “The IC&A solution has been a game-changer for us. The insights we gained have allowed us to make data-driven decisions, prioritize automation efforts, and ultimately improve the experience for both our customers and employees.” Kevin said, “The success of this initiative highlights how organizations can approach customer service transformation, demonstrating the value of data-driven decision-making in improving operational efficiency while maintaining service quality.”

Churches Fire & Security Ensures Christmas Fire & Security For Office Environments

During the festive season, fire safety is not something to overlook, particularly in an office environment. Christmas celebrations bring with them a multitude of potential fire hazards such as lights, Christmas trees, and decorations. Within minutes, a Christmas tree fire can cause a whole room to be ablaze with fire and smoke. Fire-Safe Christmas Lights While Christmas lights help to bring festive cheer, they also pose a real fire risk if they have not had Portable Appliance Testing (PAT). Churches Fire & Security recommends using lights that conform to British Standards (look for the BS number on the plug or transformer), being sure not to overload plug sockets. One should be sure to carefully consider where to put the lights, avoiding proximity to sources of heat or flammable materials, and always ensure someone is responsible for turning them off at the end of each day. Fire Safety Prevent fires at Christmas by following a similar fire safety strategy to the rest of the year. Ensuring one has well-maintained passive protection products installed, such as fire doors, and consider booking in an inspection with Churches Fire & Security to ensure one is compliant. Consider fire alarm monitoring for times the buildings will be unoccupied during the festive period Check that the fire safety systems are up-to-date. The company’s responsible person has legal accountability to persons within the premises. It is a legal requirement to check that the fire alarms are fully functioning. Regular maintenance of the fire alarm system will keep one safe, not just at Christmas, but all year round. Consider fire alarm monitoring for times the buildings will be unoccupied during the festive period. Fire Risk Assessment A Fire Risk Assessment (FRA) is a legal requirement for the responsible person. It outlines how you should approach fire safety in your business and should be kept up-to-date. A refresh close to Christmas will help to keep you aware of any potential hazards. Christmas can be a busy time of year for businesses with more people visiting offices, retail units, or work sites. It is the legal duty to ensure the safe evacuation of everyone on the premises should a fire break out. A comprehensive evacuation plan is essential. The Fire Risk Assessment should make specific recommendations and help you to determine what’s needed. Evacuation In An Emergency Evacuation plans need not be complex for the majority of small to medium-sized businesses but should include key details, including: Escape routes and how to access them Details of emergency doors and lighting (if required) Designated congregation areas Staff training Evacuation plans should also take into account the specific needs of vulnerable people, such as those with a disability who may be a significant risk. For larger businesses, a more detailed evacuation plan may be required. Churches Fire & Security can partner with the business to ensure the plan fulfills the requirements of the organization. Safe Escape routes Escape routes such as corridors and walkways should remain clear at all times, particularly at Christmas where there is a temptation to store additional boxes and items in corridors. Clutter can prove deadly during an evacuation, especially when visibility may be lowered due to smoke, so always consider the safety of the staff and colleagues when choosing where to store and display Christmas decorations. ISO 9001:2015 certified Churches Fire & Security is ISO 9001:2015 certified, BAFE and LPCB approved as well as a member of the FIA Churches Fire & Security is a third-party accredited company. They are assessed independently regularly to ensure they comply with the highest possible standards. They are ISO 9001:2015 certified, BAFE and LPCB approved as well as being a member of the Fire Industry Association (FIA), ensuring a high level of experience and knowledge in the fire safety industry. As the only fully integrated fire safety provided in the UK, Churches Fire & Security technicians are trained to maintain multiple pieces of equipment, using their fully-stocked vans and nationwide stock lockups to ensure issues can be addressed promptly.

Importance Of Fire Extinguisher & Fire Door Maintenance

For thousands of restaurants, hotels, offices, factories, hospitals, leisure facilities, and retailers across the UK, fire extinguishers and fire doors are in a position to act should a fire occur. Legislation in the Regulatory Reform (Fire Safety) Order 2005 states that all businesses must have fire extinguishers readily available and visible at all times. Fire doors also fall under this ruling, with the maintenance of them being a key requirement for every business to which the Order applies. Churches Fire & Security technicians are working with industries to ensure these regulations are met, and that equipment operates as expected in an emergency. Fire and security offering Several technicians at Churches Fire & Security are multi-skilled, which means they are able to maintain different services across their fire and security offering. As part of the yearly service (BS 5306-3) required on fire extinguishers, one can also arrange for the fire doors to receive a visual inspection during the same service visit. Whilst damage to extinguishers may be obvious; such as tags removed or denting, impairment of fire doors can be harder to spot. Consolidated Maintenance Consolidating fire safety maintenance reduces the need for multiple site visits Although everyone walks through fire doors frequently, it can be easy to miss early signs of wear and tear. If not dealt with efficiently, the suitability of the door could be compromised in a real fire situation. Consolidating fire safety maintenance reduces the need for multiple site visits. Recommendations on extinguishers and doors, as well as other services such as fire alarms and CCTV systems, can be provided whilst on the customer location, further saving time and money on additional visits.

vfd