CSG is a specialist security provider operating across the Northwest of England, delivering SIA-licensed officers for door supervision, close protection, and CCTV monitoring. With decades of experience and long-standing contracts supporting complex, high-profile environments—including a major UK football club—CSG is known for its disciplined, professional approach to large-scale security operations.
Having grown from a 20-person matchday operation into a workforce exceeding 500 staff for major events, CSG required systems that could match the scale and complexity of its operations.
The Challenge
Before implementing Guardhouse, CSG relied on outdated and fragmented systems—particularly for staff scheduling and communications.
Key challenges included:
Manual Booking Processes
Staff were assigned via SMS, email, and voicemail—requiring teams to manage hundreds of responses across multiple channels.
High Administrative Overhead
Booking large-scale operations took days of manual effort, creating inefficiencies and increasing the risk of errors.
Limited Visibility and Control
There was no real-time operational overview of staff activity, attendance, or compliance.
Technology Gaps Highlighted by Clients
During a competitive contract rebid process, CSG was advised to significantly improve its technology capabilities to remain competitive.
The Solution
CSG implemented Guardhouse as an all-in-one workforce management platform to centralise operations, streamline scheduling, and improve compliance.
This included:
- Digital shift publishing and self-booking via mobile
- Real-time operational dashboards
- Mobile and tablet-based clock-in systems
- Integrated compliance and qualification tracking
- Consolidation of multiple legacy systems into a single platform
The Results
1. Dramatically Faster Staff Scheduling
Guardhouse transformed how CSG books staff for shifts:
- Shifts can now be filled in seconds, even across large workforces
- A full database of staff can be notified instantly
- Large deployments (hundreds of guards) can be organised significantly faster than before
“We can fill shifts in less than 10 seconds… the speed is the biggest advantage.”
2. Massive Reduction in Admin Time
Previously, booking staff required reviewing:
- Hundreds of emails
- Hundreds of voicemails
- Hundreds of SMS replies
Now, staff self-book via the app—eliminating manual coordination.
“The admin overhead was colossal… now it’s been hugely reduced.”
3. Real-Time Operational Visibility
With Guardhouse’s live dashboard, CSG can monitor:
- Who is clocked in or out
- Late or missing staff
- Real-time staffing levels vs expectations
This has significantly improved operational control, especially during large-scale events.
4. On-the-Go Workforce Management
CSG’s leadership can now manage operations from anywhere:
- Create and publish shifts instantly via mobile
- Respond to last-minute client requests in real time
- Maintain full system access outside the office
5. Improved Compliance & Audit Readiness
Guardhouse enabled CSG to centralise compliance tracking, including:
- Staff qualifications (e.g., spectator safety levels)
- Certification records and audit trails
- Instant reporting for client and regulatory requests
This has been particularly valuable when working with high-compliance environments.
“We can produce reports instantly—every detail is there. I love it.”
6. Measurable Impact on ACS Accreditation
CSG achieved significant improvements in its ACS (Approved Contractor Scheme) score:
- Increased from ~95 (pre-Guardhouse)
- To 112 in the first year using Guardhouse
- And 117 in the following year
This performance placed CSG within the top tier (“Pacesetters”) of accredited security companies.
“There’s no two ways about it—Guardhouse has helped us achieve a higher ACS score.”
7. Consolidation into One Unified System
CSG replaced multiple disconnected tools with a single platform:
- Scheduling
- Payroll
- Invoicing
- Compliance
- Staffing
“We’re stripping out old systems and building a new house from scratch—and Guardhouse covers all bases.”
Customer Experience
CSG highlighted Guardhouse’s support as a key differentiator:
- Dedicated customer success management
- Fast, responsive assistance
- Continuous product improvement via feedback
“Your support is phenomenal… it couldn’t be any better.”
By implementing Guardhouse, CSG successfully modernised its operations—transitioning from manual, fragmented systems to a fully integrated, real-time workforce management platform.
The result:
- Faster operations
- Reduced administrative burden
- Stronger compliance
- Measurable business impact
Guardhouse now plays a central role in enabling CSG to deliver complex, large-scale security operations with efficiency, accuracy, and confidence.
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