HID Strengthens EMEA Customer Service with Regional Expertise in PACS Solutions
HID is expanding its customer service in Europe, the Middle East, and Africa (EMEA), with a greater emphasis on local expertise and faster response times. The focus is particularly on PACS (Physical Access Control Systems), whose increasing complexity is placing new demands on implementation and support.
The initiative was honored with the UK Fire & Security Excellence Award, an industry award recognizing achievements and innovations in the security sector. According to HID, the Net Promoter Score (NPS) — which measures customers’ willingness to recommend a company — has risen to 68. The Customer Satisfaction Score (CSAT), which measures direct customer satisfaction, stands at 86, the company reports.
Specialized Teams Instead of Generalist Support
At the heart of the new service model is the shift from a generalist approach to regionally specialized teams with end-to-end responsibility. These teams handle customer inquiries from start to finish — from the initial inquiry to the resolution — and possess a deep understanding of products, applications, and regional requirements.
The goal is to reduce coordination efforts between different departments and make support processes more efficient.
To support this, HID has implemented a Customer Command Center that enables end-to-end transparency regarding orders and service processes. In addition, Robotic Process Automation (RPA) is used for case assignment, and AI-powered systems are utilized for automated order processing.
Regional Proximity and Faster Processes
By expanding its regional teams, HID is better aligning its support with local market requirements. The service covers the entire EMEA region — including the UK, Continental Europe, the Middle East, and Africa — and aims to foster closer collaboration with integrators and customers.
According to Cormac Storan, Senior Director of Customer Service EMEA at HID, the new model is also having a positive internal impact: teams report higher confidence, greater engagement, and an improved customer experience.
Service metrics at a glance
The new service framework includes several concrete improvements:
Faster order processing: Resolved in less than one business day
High response speed: 98% of inquiries answered within 24 hours
Short resolution times: 90% of cases resolved within four hours
Efficient hardware replacement: Replacement times reduced by up to 40%
Regional specialization: 25% team growth and support in nine languages
Dedicated contact person: Centralized support for each customer throughout the entire process
“Our PACS solutions are becoming increasingly complex. That’s why it was necessary to consistently further develop our service model,” explains Cormac Storan. “The focus is on speed, expertise, and easy accessibility for our customers.”