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StarFM Group specialises in construction site security, offering CCTV and surveillance, facilities management, access control, and fire prevention. The business provides tailored solutions to protect sites, equipment, and people throughout each project.
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Overview: Security response built for multi-site estates
For facility management businesses overseeing multiple sites, security response needs to be fast, visible, and consistent. As portfolios grow, manual dispatch processes create pressure on control rooms and limit visibility during live incidents. StarFM identified the need to modernise its response model - moving from fragmented, manual coordination to a centralised, digital workflow that could scale with its growing portfolio.
Challenge: Controller workload and limited dispatch visibility
As StarFM expanded its site footprint, managing response across locations became more complex.
Manual dispatch processes increased handling time, while limited visibility made it harder to track responder progress and keep customers informed during active incidents. At the same time, portfolio growth added pressure to maintain consistent response standards across sites.
StarFM needed a solution that could reduce operational burden while improving control and visibility across live incidents.
Solution: AURA Cloud Portal for a more visible, rapid response
StarFM’s control room team uses the AURA Cloud Portal to dispatch rapid response across its full site portfolio. Dispatching through the portal saves precious initial minutes that would otherwise be spent on the phone and gives the team a live operational view of callouts - helping them manage incidents more efficiently from dispatch through to reporting.
The workflow includes:
- Fast dispatch creation across multiple sites
- Dynamic ETAs for clearer visibility of responder arrival times
- Checklist tracking to support a consistent on-site process
- 24/7 live messaging with the AURA control room
- Digital reporting returned through the platform after checks are completed
Instead of relying on fragmented updates, the team can see where the guard is, understand how long they are likely to take, and receive the report back through the same workflow. That gives StarFM better control over live incidents and supports clearer communication with clients.
Results: Improved control room efficiency and response performance
Since working with AURA, StarFM has improved both operational efficiency and visibility across its live security response workflow.
- 45% controller time saved: Using a digital dispatch workflow has reduced the time controllers spend managing callouts compared with more phone-based coordination. This helps reduce pressure on the control room and supports a more efficient operating model across multiple sites.
- 5 seconds to create a dispatch: Dispatch creation is now significantly faster, allowing the team to respond quickly when incidents occur and reduce delays at the start of the response process.
- 45% lower carbon emissions: AURA’s optimised routing and distributed responder network reduces environmental impact compared to traditional response models.
- Live visibility images taken by the responder on the site of the incident: Dynamic ETAs, checklist tracking, and live messaging give StarFM a more detailed live view of callout status, especially in active incidents. This helps the team communicate more clearly with customers and manage expectations more effectively.
- Stronger portfolio scalability: StarFM uses AURA for 80% of live sites, with that footprint continuing to grow.
By using the AURA Cloud Portal, StarFM can dispatch rapid response, track incidents more clearly, and communicate more effectively with customers throughout the callout process. The result is a more efficient control room workflow, stronger visibility across live incidents, and a response model that scales with portfolio growth.
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