When thinking about topics for our first blog, it only made sense to go to the customer experience for inspiration. It’s the people who use the technology that have the most important things to say about it, and often the best observations to make about the value of video surveillance to their organization.
Case in point. One of our larger retail customers shared an interesting statistic the other day. The organization is currently testing out some analytics, including loitering detection. The loss prevention manager mentioned that about 60% of the loitering alerts they’ve received have led to interactions with customers. He went on to say that sending an employee over immediately to offer customer service in response to an alert may have deterred a planned theft in some cases. But more importantly, that proactive customer service has – in his view – resulted in sales that might not have occurred otherwise. What started as a loss prevention initiative now seems to hold as much promise as a tool the retailer can use to improve their customer experience and increase sales.
Another example provided by a U.S. transit customer underlines the huge benefits organizations can reap from their video surveillance systems. This particular transit agency estimated that an astonishing 75% of the liability claims it handles each year are fraudulent, frivolous or exaggerated. Before installing onboard video surveillance systems, its policy was to mitigate liability costs by settling out of court.
Once the mobile surveillance systems were installed, however, the agency was able to adopt a no-pay policy for claims it concluded were false. As a result, it now sees fewer lawsuits and is saving hundreds of thousands of dollars each year on legal representation and nuisance value settlements. It has used the digital video evidence to successfully defend itself against numerous claims in court. Plus, the agency uses the knowledge it gains from reviewing recorded video of near-misses and accidents to proactively prevent future incidents and ensure corporate policy compliance.
And in an age of “do more with less” everyone is interested in applications that can save time and resources. Christchurch International Airport Ltd. installed its IP video management system primarily for security, however quickly found the live video ideal for operations such as allocating gates for incoming flights and responding to inquiries at unattended parking gates. The airport even set up a video monitor at an offsite taxi station so drivers can see at a glance when and where more taxis are needed at the airport and head to the right stand to fill the gap.
Scotiabank Place also uses live video to make life easier for its customers. In addition to security applications, the sports and entertainment facility located in Canada’s capital city monitors live video from roof-mounted PTZ IP cameras to help manage traffic lights and ease congestion before and after events, working in conjunction with city transportation staff. It’s a small thing that can make a big difference for tens of thousands of fans all trying to leave the facility following an NHL game or live concert.
These are just a few examples of how organizations are using existing video security to extract real business value from their systems. As video surveillance capabilities continue to evolve, so will the opportunities for innovation.
Share your smart video surveillance application stories with us. How are they helping your organization?