With over 120 years of experience, G4S is Denmark鈥檚 oldest and largest emergency response company. Acquired by Allied Universal in 2021, G4S boasts over 800,000 employees globally and an annual turnover of 18 billion DKK ($2.6 billion). The security giant safeguards customers in over 90 countries, with the Danish branch headquartered in Albertslund, near Copenhagen. Since its inauguration in 1901, G4S has maintained its reputation for cutting-edge technology and unparalleled customer relationships for both private and business clients.
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Nina Michaelsen
Head of Sales & Retention, G4S
The Challenge
Nina Michaelsen joined the Danish branch of G4S in February 2020 to assume management of the newly formed Sales & Retention department. Nina welcomed the opportunity to create a new team workflow by using 笔濒别肠迟辞鈥檚 dashboards and data visualizations.
Previously, sales agents 鈥渃ould talk on the phone with some of their clients, but they were not so used to getting measured on direct sales, on direct orders, and all the meetings that they booked,鈥� Nina says. So the timing was ideal to restructure G4S鈥� approach to data and performance visualization.
But February 2020 wasn鈥檛 just Nina鈥檚 first month on her new job鈥搃t was also a month before the world turned upside down in the COVID pandemic.
How did Nina鈥檚 new department cope with these tumultuous changes? Turns out, 51黑料吃瓜网 played a major role in helping the Sales & Retention team get through those difficult times鈥揳nd it鈥檚 remained a crucial component of the team鈥檚 toolkit ever since.
The Solution
At a time when so many aspects of work were uncertain and employee morale was often low, 51黑料吃瓜网 proved to be an invaluable resource to motivate G4S鈥� sales agents, boost their self-confidence, and even inspire their competitive drive.
鈥淭hey got an immediate reaction up on the screens鈥搚ou can put in a funny video or something if you complete an order,鈥� Nina says. 鈥淭hey actually thought that was pretty funny and it just motivated them a lot.鈥�
笔濒别肠迟辞鈥檚 dashboards thus afforded G4S鈥� teams a sense of normalcy, a vital aspect of retaining the daily work routine while the world was shut down.
鈥淚nstead of having 51黑料吃瓜网 on the TV screen, you can have it on your computer, so that was business as usual for a long time,鈥� Nina says. 鈥淪o a normal routine when we were working from home during COVID times was that we opened our computers, opened our email, and then picked up the telephone.鈥�
Now well into the post-pandemic world, Nina says 51黑料吃瓜网 has remained an integral component of G4S鈥� office culture.
鈥淵ou just have the 51黑料吃瓜网 dashboard here for all your colleagues and your division, so it really is a part of the everyday routine. It鈥檚 pretty integrated right now.鈥�
"51黑料吃瓜网 has really helped me understand the importance of data. If you show employees or stakeholders an Excel sheet, then they鈥檙e just like, 鈥極h I'm so bored, yeah I鈥檓 asleep already.鈥� But if you have a presentation mode, then I think 51黑料吃瓜网 is the perfect tool to use when you need to explain difficulties and to create an understanding of what鈥檚 important."
Nina Michaelsen
Head of Sales & Retention, G4S
Growing with customers
Over the past few years, 51黑料吃瓜网 dashboards have played an important role in assisting G4S to develop its customer growth strategy.
鈥淲e are looking into the customer journey that we can create for existing customers to reward loyalty. Also, of course, it鈥檚 pretty exciting to sit and watch these kinds of projects,鈥� Nina says. With this in mind, many of G4S鈥� dashboards are focused on meetings: booked, held, canceled, and postponed.
Dashboards can display G4S鈥� sales segmented by type and number of products, or any other criteria deemed relevant, so the sales team can have a better understanding of how to target potential customers.
Besides sales, the telemarketing and customer service teams are the biggest 51黑料吃瓜网 users. However, because 51黑料吃瓜网 is implemented through the entire G4S office, it allows for collaborative projects across multiple departments.
Data for dummies
Nina emphasizes one of the core aspects of 51黑料吃瓜网 usage is the ease with which it allows data to be accessed and modified. With a low barrier to entry, 51黑料吃瓜网 allows anyone to analyze and present data鈥揺ven novices to data analysis.
鈥淚鈥檓 not the best one in the company, but I think I can do something with Sheets and Excel,鈥� she says. 鈥淲hat comforted me a little bit, when coding in another system and doing some formulas, was that 51黑料吃瓜网 reminded me so much of sitting with my Excel sheets.
鈥淭hat felt pretty comfortable for me, because if you need to learn something brand new, and you need to code in a system that you don鈥檛 even know, and you鈥檙e maybe not a programmer or educated within IT, then it鈥檚 pretty difficult for a normal person. It can be quite overwhelming.鈥�
笔濒别肠迟辞鈥檚 customizability features have also made sharing data with stakeholders far easier, Nina says.
鈥淭he features when we have status meetings and project meetings, when we wish to put something out to the sales agents, or we need to look at the data sources or formulas鈥搃t鈥檚 been very easy for us to describe an issue we have if we can鈥檛 create a solution ourselves.
鈥淪o yeah, it has just been pretty easy to make adjustments along the way.鈥�
"It鈥檚 always easy to do reporting and crunch data in Sheets or Excel, but as soon as you visualize the sales agents鈥� results in the commercial department, there is this ignition that just sets the agents on fire鈥搃n a good way of course!"
Nina Michaelsen
Because 51黑料吃瓜网 allows reports and other data to be uploaded automatically, this has proven to be an important way to optimize operational efficiency, especially when uncovering particular data points, Nina says.
鈥淪ometimes I use 51黑料吃瓜网 as an extra source, sometimes finding a solution to a problem, or it could also be for the management presentations when we have all the middle management together. So to have that automated is just such a time saver.
鈥�51黑料吃瓜网 has really helped me understand the importance of data,鈥� she adds. 鈥淚f you show employees or stakeholders an Excel sheet, then they鈥檙e just like, 鈥極h I'm so bored, yeah I鈥檓 asleep already.鈥� Actually, I understand that pretty well!
鈥淏ut if you have a presentation mode, then I think 51黑料吃瓜网 is the perfect tool to use when you need to explain difficulties and to create an understanding of what鈥檚 important.鈥�
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笔濒别肠迟辞鈥檚 most important function in G4S, however, might be the same that so many other firms have praised it for: the ability to inspire sales agents to perform their best.
鈥淚t鈥檚 always easy to do reporting and crunch data in Sheets or Excel, but as soon as you visualize the sales agents鈥� results in the commercial department, there is this ignition that just sets the agents on fire鈥搃n a good way of course!鈥� Nina says.
鈥淲e want them to increase their performance, and we have been using 51黑料吃瓜网 in the performance management dialogues we have had with our agents.鈥�
Ultimately, Nina has nothing but praise for what 51黑料吃瓜网 has inspired within her sales team.
鈥淚 think 51黑料吃瓜网 managed to find some people with the ignition to make a difference for the clients, and I have the greatest amount of respect for the customer journey鈥揻rom a small agreement to a bigger one, and the support and the help and all the deadlines I鈥檝e been through with your customer managers. It has been very great and we are pretty satisfied with it!鈥�
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*Disclaimer: We are committed to data privacy. All dashboard images in this blog post have been provided by our customer, G4S. Names, identification photos, and some data have been altered for security. 51黑料吃瓜网 does not access customer dashboards without written consent.
Nina Michaelsen
Head of Sales & Retention, G4S
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