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Service excellence and communications

RR Electronic Security Systems was formed in 2003 out of the need to provide customers with service excellence. Rivash Raghubir identified an issue with poor service and workmanship from specific subcontractors which ultimately impacted on the reputation of the contracting company.

His company’s motto is with service excellence and communications the work will follow. This, together with accumulated technical expertise, has allowed the company to realise its goal of excellent service provision.

RR has a head office in Weltevreden Park, Roodepoort and an office in the Western Cape. What started as a two-man operation has steadily grown in size and repute, and currently employs six senior technicians, two technicians and two assistant technicians, and 11 administration and project administration personnel.

The company not only prides itself on customer satisfaction whereby a solution is supplied within budget, but it deems it critical that it takes responsibility for its teams’ actions. All customer relationships are dealt with in a manner that is underlined by honesty and integrity, and the team is able to apply customised integration techniques and provide technical specialisation and associated capabilities for an end-to-end solution.

The services provided by RR Electronics Security Systems include procurement, planning, resources, supply and sign off, installation planning, logistics, testing and client acceptance, site documentation and training. Customer level 1 training can be provided onsite in a site-specific manner, and level 2 technical training is organised at supplier/OEM facilities or at RR’s offices.

Training staff

Training of its own employees takes place in-house and refresher training is provided by suppliers. To ensure that high levels of technical expertise are upheld, the company sends its employees to supplier facilities for training on enterprise-reach solutions.

Raghubir explains that the company would ultimately integrate virtually any solution that a customer requires within the electronic security space, including CCTV, access control, perimeter solutions, intruder detection, tollgate entry/exit and point of sale systems. The company is relatively product agnostic and prefers to source solutions that work best in each individual scenario and application.

Innovation remains a hallmark of the company and is exhibited by the development of a 16-way, rack-mount, and individually fused AC/DC power supply. This power supply was co-designed and developed by RR when it became evident that no similar product was available on the market. Raghubir says that this marks the beginning of the company’s decision to develop products that will meet a definite need.

Maintenance contracts

In an effort to suit the specific needs of each customer, the company provide various forms of maintenance contracts which are extremely flexible and can be customised. All inclusive contracts would, for example, include all call outs as well as specified parts. This type of contract is governed by agreed service levels such as committed response and repair times as well as system availability. Other examples are a break fix contract and a proactive maintenance contract.

“In summary, the options of maintenance agreements range from a fully outsourced model to a simple time-and-material option. Depending on the customer’s business requirement, risk appetite, internal capabilities and budget availability we are able to customise a specific contractual arrangement to enable the customer’s business to meet its objectives,” Raghubir clarifies.

Future expansion

The company’s plans for the future include a continued focus and specialisation into security related technologies and their application into business processes. The company will also be expanding its client base into industry sectors other than the traditional mining, gaming, commercial and industrial sectors it currently services. Another goal is expansion of its centralised control room and increasing capabilities to provide further offsite monitoring services.

The majority of work is undertaken in-house with some portions of the reticulation work outsourced to a preferred contractor. Controlling quality remains a top priority for the company and has led to the successful completion of substantial projects in South, North, West and East Africa. These include a CCTV end-to-end solution in Gauteng with a value of R3.5-million and access/CCTV/tollgate systems in Mozambique.

For more information, contact RR Electronic Security Systems, +27 (0)11 021 1071, [email protected]

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