Regional transformation introduces specialized PACS expertise and same-day order processing to streamline security project delivery
HID, a global leader in trusted identity solutions and an ASSA ABLOY Group company, announces a major expansion of its customer service operations across Europe, the Middle East, and Africa (EMEA), establishing a new benchmark for support in the security identity sector. The initiative, which recently received the UK’s Fire & Security Excellence Award for Best Customer Service Provider, resulted in a 76-point improvement in the company’s Net Promoter Score (NPS) and a Customer Satisfaction Score (CSAT) of 86.
The new customer service framework is designed to meet the high-speed requirements of modern security projects, with internal benchmarks now centered on rapid response and regional specialization:
Order fulfillment: Order processing has been streamlined to ensure completion in less than one business day.
Rapid resolution: 98% of customer queries are answered within 24 hours, with 90% resolved within a four-hour window.
Return merchandise authorisation reformed: a four-week process has been redesigned. Today, replacements are often shipped immediately without requiring customers to return items first. For non-warranty returns, a 90 day returns policy has been introduced, meaning customers can return unused/unopened product – no questions asked.
Priority replacement promise: New replacement protocols for critical cases has reduced turnaround times for hardware by up to 40%.
Regional specialization: Expanded by 25%, the team delivers service in nine languages, ensuring technical requirements are communicated accurately.
Dedicated account support: Each customer is assigned a single point of contact to handle requests end-to-end.
“We recognized an opportunity to evolve our service model to match the sophistication of our products,” said Cormac Storan, Senior Director Customer Service EMEA at HID. “Our goal is to create a truly customer-focused experience built around speed, expertise, and accessibility.”
A central component of the expansion is the transition from a generalized support model to one rooted in specialized expertise. By empowering regional teams, HID is ensuring that technical support is aligned with local market needs.
“The approach centers on establishing trained, empowered teams with full end-to-end ownership of the customer inquiries,” said Storan. “This shift has turned generalists into PACS specialists who truly understand their customers, products, and local markets, giving the team the authority to resolve issues on the spot.”
To support these standards, HID has implemented several key technical enablers, including a Customer Command Centre for 24/7 order visibility, Robotic Process Automation for case routing, and AI-powered tools that process orders directly into systems.
This regional approach has allowed HID to build stronger partnerships with integrators and customers across the UK, Continental Europe, the Middle East, and Africa. According to Storan, the shift will also strengthen internal culture, with regional teams reporting increased confidence and engagement in their ability to make a tangible impact on the customer experience.
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