A voluntary fire department trusted the CKS solution CELIOS to fight a large fire in the historical old town of Konstanz, Germany. The modern control centre management system was a huge support in this challenging operation and highly commended by the customer.

On 23rd December at 8:07am, Konstanz’s main voluntary fire brigade station received an emergency call: a fire had started in the historic old town and four buildings were in flames. People were also in danger. The radio signal allowed the dispatcher in the control center to react quickly and initiate the necessary actions. The firemen who reached the site within a couple of minutes witnessed dramatic scenes. Buildings with a documented history of over 700 years and elderly people were in danger. It quickly became clear that the operation was in need of more resources - firemen and ambulances.

The fire fighting and rescue processes were carried out over 108 hours and took more than 300 people. These specialists were supported by CELIOS’ modern technology during their fight against the blaze. The operation ran relatively smoothly due to a well-rehearsed and experienced team, depending on CELIOS as an important tool.

When this fire emerged, the main fire station’s control center had already worked with CELIOS for four years. “Our everyday work in the rescue service demands efficiency, safety and especially fast decision making”, said Klaus Wehner, Head of Operations for Konstanz’s voluntary fire department. “A system like CELIOS is an important tool for us. The dispatcher in the control center gathers the critical and important information for his job through the software’s main functions.”

After the operation, the CKS specialists received an e-mail from Konstanz’s firemen who wanted to express their gratitude: “CELIOS supported us well and was a valuable help.

This case demonstrates how rescue processes and procedures are optimized crucially through the use of CELIOS - a fantastic example of great customer service.

The Golden Globe Awards is a quarterly programme to recognise team members who support or provide excellent customer service to Global Account Customers in all ADT regions.

Anyone can nominate sales representatives, account managers, project managers, technicians, engineers, customer service and support people or a small team of people from Global Accounts anytime throughout the year.

To nominate all you need to do is click on this link http://adtww.force.com/NominationMas and complete the automated nomination form available in nine languages.

Be sure to complete the entire form and explain why the person(s) deserves to be recognised. Examples of reasons to nominate include:

• Email/letter from a customer commending ADT and the people on a job well done
• Seamless project management and installation
• Responsiveness from ADT team member
• Going above and beyond the call of duty to ensure customer satisfaction.

Winners are announced quarterly and the Global Accounts team is updated on the winners.

The Winners receive:

• ADT Senior management recognition including a personal letter from Naren Gursahaney, President ADT Worldwide
• Local management recognition as they will be presented the award at a local office ceremony
• Inclusion in the local ADT newsletter
• $100 gift certificate and a Golden Globe trophy.

If you have any questions on the programme, you can contact Dawn Hewet on dhewett@tyco.com

Golden Globe Winners Announced in May 2011

To see the latest Golden Globe Winners, click here

Among them was Tim Vanderslaghmolen, Account Manager, Integrated Systems, Belgium.

On June 7, Tim was presented with his well-deserved Golden Globe Award from Xavier de Visscher, General Manager, ADT Benelux.

 Tim won this award for his ongoing contribution to our Global Account customers.

Thanks to his excellent work and services, ADT had several successes in Q2 and Q3.

In Tyco’s 2010 Employee Engagement Survey, Customer Service was identified as one of the most critical points of development in all areas of our organisation.

 In response to this, ADT Spain developed the second stage of a customer service improvement process oriented to their technical team who face more complex and difficult situations with our customers. They developed seven training sessions that took place in June in Madrid and Barcelona for all levels of the technical department, from Technical Directors to Technicians.

The main topics of the sessions were image, quality of service, power of the communication with the customer, language, attitude and body language.

The training was very well received and supported by the employees who were involved. The first stage in this customer service improvement process was training employees who have telephone contact with our customers. Both stages of this process will help improve our customer service and boost our performance.