You can’t provide Critical Connectivity without automation. We guarantee delivery of a signal in our high-risk products, and you can’t achieve that without IoT.
IoT powers Critical Connectivity for CSL
CSL is harnessing the power of the Internet of Things (IoT) to monitor connectivity for hundreds of thousands of devices in the security and home healthcare markets to ensure prompt, secure and error-free delivery of emergency signals.
CSL relies on Control Center to help quickly scale operations and provide additional services to their customers, including detailed data analysis and proactive problem diagnosis–identifying connectivity issues before they impact the emergency call centers’ ability to respond to threats to life or property. Cisco Jasper also helps CSL manage its relationships with network service providers.
Using the power of IoT to deliver Critical Connectivity
Whenever there’s a threat to life or property, emergency response centers need to deliver alarm and emergency call signals reliably and error-free to ensure prompt action. CSL pioneered the use of IoT using both wired and wireless technologies in the electronic security industry to become a market leader.
Using Gemini—the company’s IoT platform that powers hundreds of thousands of communication devices throughout Europe—CSL provides a resilient and redundant network for the safe and secure transfer of critical data.
CSL is a leading European provider of Critical Connectivity, serving the security, safety and residential healthcare markets. The company built its own IoT platform, Gemini, in 2007 to connect hundreds of thousands of monitored devices, streamline device management and better diagnose and resolve connectivity and other performance issues.
“IoT allowed us to automate our business,“ says Phil Hollett, the CEO of CSL. “With Critical Connectivity, you cannot perform the service without automation. We have to guarantee delivery of a signal in our high-risk products within three minutes and, without the Internet of Things, there’s no way that you could achieve that.”
CSL processes nearly a billion critical calls each month on nearly 300,000 connected devices. The company utilizes the Cisco Jasper platform in combination with Gemini to help scale operations and increase their ability to proactively identify and diagnose problems before they can affect a customer.
A scalable, intelligent platform makes it easy for CSL to analyze big data, measure network uptime, communicate with the network operators if there’s a problem, and alert customers of planned outages and other issues that may impact their operations.
“If a customer calls, we can easily see if the issue applies to their specific site or whether there’s a general problem,” explains Hollett. “We can give much more specific information to the customer to help them manage their own devices in real time, and they find it very helpful.”
Hollett describes CSL as a company thoroughly dedicated to customer service. “Our customers are everything to us,” he says. “If there’s an issue, we’ll fix it. If there’s a problem, we’ll find out what it is. That’s what we do. Our entire ethos is built around customer service.”
Hollett credits Cisco Jasper Control Center, which CSL has been using since 2011, with enabling his company to provide a higher quality of service to their customers by looking deeper into the information that they couldn’t access before, such as the number of sessions and detailed device activity.
“We can see events before they become events. If, for instance, the number of sessions increases dramatically on a particular site, we know there’s an issue with connectivity and we deal with it. Historically, without the Cisco Jasper platform, with network operators, it would take a long time to get this information. With Control Center, we have the ability to look deeper into the data, analyze it quicker, and we can then advise our customers as to what problems they might have and fix any issues. That’s something that we weren’t able to do before,” adds Hollett.
CSL customers also appreciate the transparency in billing. “CSL only provides fixed billing to our customers. It is important to be able to quickly identify issues that may lead to higher network costs and the Cisco Jasper platform allows us to do this.”
Automation and remote device management have a real impact on people, not just devices. One of the key verticals served by CSL is healthcare. By ensuring that the connectivity is available and resolving issues before they have a negative impact, CSL is allowing more people to receive care at home rather than at a hospital site—keeping down healthcare costs and improving the quality of care for patients in their own homes.
The Cisco Jasper platform also helps CSL manage its relationships with network service providers. Gathering detailed information on the network uptime makes it easy for the company to select which networks to use for the most critical customer applications, and alert operators if a problem is detected.
Familiarity with Control Center is one of the important requirements that CSL considers when selecting a carrier in a new area. “Control Center is the best network service provider platform available in the market that allows IoT companies to scale,” adds Hollett.
CSL continues to grow rapidly, expanding into new markets and geographies. “The company has evolved,” says Vicki Smith, CSL's Marketing Manager. “We started out in security. Now we’re in new sectors and new regions. We’ve branched out into Sweden, Holland, Ireland—all in the last 18 months.”
Smith credits Control Center with minimizing risk in these new sectors. “We have hundreds and thousands of devices out there in the security sector, and we understand exactly how they behave,” she explains, “but in new industries there are unknowns, and Control Center eliminates the possibility of rogue devices and uncontrolled high usage.”
Smith adds: “The benefits of using Control Center when expanding into new markets include faster time to market, fewer resources and no training required for our team. We also find the platform to be really user friendly. It’s very logical. You don’t have to be technically minded to understand it. And it provides visibility for us across every department of our business.”