By taking security operations beyond the bounds of pure physical security, the partnership between Genetec and NEXTDC ensures a frictionless customer experience across its national network of data centres.
This week, technology solutions provider Genetec Inc. announced it is expanding its security offerings to data centre provider NEXTDC. The expansion, Genetec says, “has broadened (NEXTDC’s) use of physical security systems beyond pure security, to improve business operations and drive an enhanced customer experience.”
The two organisations have been working together since 2011, with Genetec playing an important role in supporting NEXTDC’s vision to deliver on its brand promise guarantee – to power, secure and connect the critical infrastructure that drives local and international organisations. Following a period of rapid growth, NEXTDC partnered with Genetec to build a comprehensive physical security strategy using Genetec solutions that would provide a unique and seamless customer experience without compromising the security posture of its facilities.
“The way we have deployed the Genetec unified security platform nationwide has evolved into a key differentiator for our business,” says David Dzienciol, chief customer officer and executive vice president of technology at NEXTDC.
NEXTDC’s use of the Genetec Security Center allows it to manage access control, video surveillance as well as all connected video devices and access points in all its data centres that also include video access control intercoms.
With its second generation of data centres, NEXTDC opted to leverage the Security Center Federation feature, which allows for centralised monitoring, reporting and alarm management across all ten of NEXTDC’s data centre sites. It is powered by a highly scalable architecture that synchronises cameras, doors and other managed hardware, access points and solutions. Built on role-based protocols determined by NEXTDC, the system offers its security and customer service employees appropriate access to the video surveillance system, video analytics and reporting, access control, two factor authentication systems and intercoms.
“The Federation feature links our entire national footprint and means our team has the visibility and control we need to monitor our facilities effectively right across the country, protect against and prevent security breaches and ensure a secure environment,” says NEXTDC’s Head of Security and Customer Service, George Dionisopoulos.
“We can operate a streamlined team, yet provide assistance as required at any of our data centres, servicing our customers exceptionally every time.”
The enhanced customer experience starts right from the first swipe of an ID access card, when Security Center alerts the security and customer service teams who is swiping in at which door. Customers are recognised and greeted by security personnel. If they need assistance as they make their way through the data centre, no matter where in the country the data centre is, a customer service team member can remotely open a door or speak to them via a nearby intercom to provide the necessary support.
“Rigorous access protocols and robust security are ensured,” says Dzienciol, “and so is the customer’s right to have optimal and frictionless access to the data hall and racks containing his or her organisation’s critical information.”
NEXTDC has developed an intelligent service management platform designed to better deal with multi-faceted requests like when a customer needs access to a data hall, requires parking and has to pick up an item delivered to the data centre. Combining its service management platform with the Genetec unified security platform delivers information on one single pane of glass for physical security and other managed systems to inform the efficient handling of customer request tickets.
Dzienciol says that this has driven true savings in terms of fewer touch points on each request ticket. The time to approve customer tickets has dropped from several days to just a few minutes.
“Our customers’ needs continue to evolve, so it’s important we move with them. When it comes to access control in line with security standards, our customers are looking for automatic approval and self-service. With the level of intelligence built into our security posture through the help of Genetec solutions, we have been able to reduce the number of front of house and security staff that customers need to engage with each time they visit. This enables us to help our customers get to where they need to be quickly and efficiently. With the support of Genetec, we can offer a frictionless experience that does not compromise on security.”
“NEXTDC is very forward-thinking, taking a broader view of physical security to derive additional return on its original security infrastructure investment,” says Philippe Ouimette, Genetec’s director of strategic partnerships.
“As an organisation, it understands the potential for leveraging its physical security systems and the Genetec Security Center platform, not only to deliver on the promise of security to its customers but to better its business operations and the overall customer experience.”
Image: NEXTDC’s tier IV certified M2 data centre in Tullamarine, Melbourne © Andre Elhay.