TDSi is a long-established and market-leading manufacturer of integrated security solutions. They produce a diverse product range that encompasses Access Control Systems, Security Management software, IP CCTV cameras and Video Management Software.

With customers around the world, millions of people across many sectors including healthcare, education and transport, rely upon TDSi security systems every day.

Excellent customer relations are a cornerstone of their business and, as an ISO9001 accredited company, these are closely scrutinised and monitored to assure quality standards.

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What they Needed

TDSi has always been good at giving each individual customer the best buying and support experience possible and listening to their customers on a one-to-one basis and it's continued growth reflects this.

But the company was keen to get a wider snapshot of the views of its overall client base.

By analysing and understanding their customers further the company would be able to ensure that future growth and development is in line with the needs of its market.

What We Did

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Customer Experience – the first task was for us to define the ideal TDSi customer experience, goals and objectives and also identify the customer touch points and areas of potential issues. From this we were able to develop a complete customer experience programme and develop the survey questions. We then completed the survey on TDSi’s behalf.

Consultancy – through the research and detailed analysis we were able to make both tactical and strategic recommendations to the business for future development. One example is that we set up an in-house customer experience team, establishing its roles and key accountabilities.

Training – through these surveys we identified where there were skills gaps and provided tailored customer experience training and core coaching to relevant employees. We also provided training to enable the staff to carry out follow up interviews to the initial surveys.

TDSi turned to Zest to investigate and monitor their ‘Voice of the Customer’ through an extensive range of surveys looking closely at TDSi’s customers and their experiences.

Following an initial Discovery Session to really get to know TDSi and their market in depth, we then delivered services across several key stages;

In addition we ran a similar exercise focused on the internal customers (staff) as research shows that there’s a direct correlation between the happiness of employees and levels of customer satisfaction.

The Result

The initial customer surveys achieved a 49% completion rate, and provided TDSi with a wealth of detailed information, giving them an accurate map of their customers’ needs and wants.
TDSi wanted to set a benchmark for the security industry and continue to provide the added value that it believes sets it apart from its competitors. Through analysis of the survey results it has been able to recognise where its strengths lie and where there are areas for further development.
The information gleaned from the research is shaping the company’s growth, recruitment of staff and future direction.
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TDSi has enhanced its technical support and internal sales teams, and identified key individuals who are contributing to the success of the business.

It has updated and streamlined its internal processes to be more customer focused and hired new staff in key customer facing roles to ensure the customer experience is improved and call wait times are reduced.

In addition the positive feedback from customers has been excellent for team morale and the business as a whole. TDSi are committed to growing in the right way with customer focus at its core.

What They Say

John Davies

Managing Director of TDSi

“Working with Zest has given us a true insight into our customer base. The Zest team have skilfully and professionally taken on this sizeable project, taking a leadership role while also sharing their knowledge and experience with us and training our staff so that we can become more self-sufficient in the future. We plan to repeat the exercise soon and regularly thereafter.

"The customer experience programme is generating a wealth of valuable information which we are using to shape our future growth, integrating ideas into product roadmaps that align with the current and future needs of our customers. The end result is a closer and more attentive relationship with customers, thanks in no small part to Zest.”