FEATURE WELCOMING INTEGRATION
This autumn, visitor management specialists Proxyclick, gathered experts from across the FM sphere to debate the future of the ‘Integrated Visitor Experience’
- how amalgamating building, security and workplace management technology can deliver the VIP experience customers expect today. Tomorrow’s FM reveals the highlights from their latest whitepaper.
People-centric approach The underlying principle to this latest research is simple, yet powerful – it’s all about people. If we strip back any workplace strategy or technological advancement, it must come back to whether it truly benefits and engages people. If we keep them at the heart of our culture and working practices, then we’re doing it right and sustaining the future of the workforce.
The startling statistic from Proxyclick’s annual ‘Office Bugbears’ survey, that 40% of office workers have experienced a negative welcome when visiting corporate buildings, poses a big question to the FM sector - how can we ensure that all visitors leave our buildings and sites with a positive, lasting impression?
“By automating the more menial tasks
that can consume a receptionist’s time, organisations can free them to focus on true hospitality.”
Where this latest whitepaper expands on current thinking, is to take a deeper look at the experiences we can deliver, and insights that can be gathered, from procuring building, security and workplace management technologies that are ‘smart’ and fully interoperable.
Coining the term ‘Integrated Visitor Experience’, Proxyclick and specialists from the likes of Vodafone, Brooklyn Navy Yard Development Corporation, Paxton and EMS Software (an Accruent company), say the future is about making every visitor feel like a VIP while also creating value for our organisations.
Get connected Today, the rise of smart buildings, exciting developments in automation, cloud technology and Software as a Service (SaaS), have changed the game for the way we procure and deliver workplace technologies. From visitor management solutions (VMS), access control and meeting room management, to parking solutions, biometrics and even humanoid robots, FMs can now cherry pick from a smorgasbord of best-of-breed solutions, that all importantly, are fully interoperable with each other.
Automated technologies now help organisations to ensure that the right communications are sent by the host, services and facilities pre-booked, and appropriate access granted to the visitor – before they arrive.
20 | TOMORROW’S FM What is the Integrated Visitor Experience (IVE)?
The IVE is about being prepared for your visitor so all the security administration (where possible) is taken care of before a visitor is on site. For an expected visitor, systems should recognise their arrival, and gates and barriers should automatically open, to ensure they feel welcome and relaxed. The check-in process can be customised based on a company’s individual needs and the experience they want to provide to their visitors. One added touch as an example is the ability to pre-order their favourite beverage, adding that special touch much appreciated after a hectic commute.
So, what are the true benefits to this approach and how is this working in practice?
Proxyclick asks us to consider the human perspective on some rather common experiences we’ve all witnessed. Long queues in reception, repeated requests for ID and security escorts through entry barriers can be jarring experiences and ones that, in the future, Proxyclick believes that IVE could negate for the 99% of ‘good people’ out there. They say that while airports, schools, public spaces and corporate premises (to name but a few) must continue to conduct high security checks, it is the aspiration for IVE that this logic will be reversed; whereby the combination of smart technologies and human expertise can deliver an ‘all gates open’ approach for validated visitors, whilst automatically blocking the small percentage of ‘bad guys’.
Here’s some of the top ways that the IVE is helping FMs deliver that red-carpet experience to corporate visitors.
Security Above and beyond all achievable benefits, the most important outcome of converged systems is that safety and security is always maintained. As physical security and the cloud converge, a visitor pathway can be programmed and pre-authorised before arrival. Access can be as granular as a room, on a floor at a time, and any deviations from that route can be recorded.
Historically, access control would only be accessible to employees, resulting in the need to always escort visitors throughout premises. Beyond efficiency, however, the convergence of visitor credentials onto a single card or device can greatly improve security and reduce ongoing operational costs.
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