Blog · 17 May 2023

How can Securitas Flow improve customers’ experiences?

Guest writer Juha Pieviläinen of Securitas Technology on ‘holiday stress’, and how rental property owners can take the key handover out of a customer’s journey entirely.

I booked my cabin — where are the keys?

We decided to book a cabin in Lapland for our skiing holiday. The booking process was flawless and didn’t create any stress, which instead started when we packed the car and drove with the children to Lapland. Our stress levels peaked while we searched for a parking spot at the bustling rental office, as it was ‘exchange Saturday’ — when previous renters leave and new ones arrive. We knew we would have to queue for a while.

An important insight about customer experience

While waiting, I realised I would have the same procedure ahead of me the following Saturday when returning my keys, and wondered: isn’t there any other way of handling this? Can we reduce the stress levels of holidaymakers? Could Securitas Flow do something about that?

How Securitas Flow would change it

I would reserve a cabin on the web page just as I did, but in addition to my booking confirmation I would receive an email from the Flow system instructing me to activate my user name and install the app on my phone.

On the day the holiday starts we would drive directly to the cabin, and the doors would open with the app, avoiding the stress and the long wait at the office. On the last day we would pack the car, clean the apartment and drive straight home without a visit to the office, as there are no mobile keys to return.

How to operate Securitas Flow

What do rental property owners need to do? They install an adapter on the door of the rental cabin. Thanks to the Flow open access platform partnership, plenty of adapters on the market fit, as the system is not linked to one manufacturer. The adapters can run on mains electricity or batteries, and there is no need for an internet connection. In the Nordic countries we recommend a mains-operated adapter so it does not freeze in cold temperatures — or install it on the inside.

The Flow platform has a ready REST API, which allows integration into different booking systems, and that is already in place in some of them. The platform has been created, developed and managed in Finland. Parts of the lock adapters are designed and manufactured in Finland as well.

What is Securitas Flow?

Securitas Flow is a flexible solution that enables access from a user’s smartphone. It can be integrated into external systems so that existing locks and access control systems stay as they are, with no need for replacement. Access credentials can be shared in real time and granted immediately. The app also allows the alarm function to be incorporated and linked to the Securitas Technology security service centre.

Securitas Flow uses the Bitwards open access platform.

Securitas Technology and Bitwards as strategic partners

Securitas Technology is a world leader in integrated security technology systems. Operations started officially when Securitas acquired Stanley Security in July 2022; the registered name in Finland is now Securitas Technology Oy. Consequently the service previously known as Stanley Flow is now Securitas Flow. Even though the brand and the appearance of the app have changed, the technology behind the service has stayed the same — provided by Securitas Technology’s strategic partner, the Finnish high-tech company Bitwards Oy.

Text: Juha Pieviläinen, Securitas Technology. Editing: Bitwards / Katja Sonninen. Translation: Bitwards / Katariina Benedetti. Photos: Securitas Technology / Saana Räisänen. Originally published on bitwards.fi, 17 May 2023.