Overview

Mercury Security & Facility Management is a leading provider of integrated services across commercial, retail, and healthcare sectors in Ireland. Their teams deliver everything from 24/7 security patrols to high-compliance cleaning and maintenance across hundreds of client locations.

But with growing service complexity came mounting operational challenges—fragmented communication, slow issue resolution, and limited visibility.

That’s when Mercury turned to Intelocate.

Challenges

Operating at scale exposed Mercury to multiple friction points:

• Disjointed Communication
  Guards, facility managers, and contractors relied on a mix of emails, texts, and phone calls—making it hard to track ownership and accountability.
  
  

• Slow Incident Resolution
  Faulty equipment or missed patrols could take hours—or days—to escalate and resolve.
  
  

• Limited Visibility & Compliance Tracking
  Without real-time dashboards or digital patrol logs, Mercury had minimal insight into day-to-day performance.
  
  

• Manual, Inefficient Task Management
  Work orders and compliance checks were handled manually—leaving room for delays, errors, and missed follow-ups.
  
  
  

Intelocate’s Solution

Intelocate equipped Mercury with a unified operations platform, enabling real-time task management, issue resolution, compliance tracking, and team communication—all in one place.

For Security Services:

• Mobile-First Incident Logging
  Guards report incidents, upload photos, and communicate—all via mobile.
  
  

• NFC-Based Patrolling
  Every patrol is logged and timestamped via NFC checkpoints—ensuring verifiable, compliant security rounds.
  
  

• Automated Task Routing and Custom Workflows
  Incidents are auto-assigned to the right team or supervisor—eliminating delays and manual triaging.
  
  

• Client-Facing Reporting
  Real-time performance dashboards help Mercury maintain transparency and build client trust.
  
  
  

For Facility Management:

• Structured Task Workflows
  Issues are logged with categories, deadlines, and SLA tracking for better accountability.
  
  

• Recurring Task Automation
  Regular cleaning, inspections, and maintenance are auto-scheduled and assigned.
  
  

• Centralized Communications
  Each task has a dedicated conversation thread—no more lost emails or side chats.
  
  
  

Results

Intelocate’s platform delivered measurable improvements for Mercury:

• 25% Boost in Patrol Efficiency
  Faster reporting, real-time logging, and clearer ownership improved operational tempo.
  
  

• 50% Faster Incident Resolution
  Thanks to streamlined ticketing and workflow automation.
  
  

• Lower Admin Overhead
  No more spreadsheets, long email chains, or manual follow-ups.
  
  

• Improved SLA Compliance
  Escalation rules and automated reminders ensure nothing falls through the cracks.
  
  

• Higher Client Satisfaction
  Real-time visibility builds confidence and transparency into Mercury’s service delivery.
  
  
  

Conclusion

With Intelocate, Mercury has turned operational complexity into streamlined execution.

Whether it’s verifying security patrols or resolving a facilities issue before it becomes a safety hazard, Mercury now acts faster, smarter, and more confidently—with Intelocate powering the backend.

“Intelocate helps us stay accountable, responsive, and transparent—without adding admin burden.”
– Frank Cullen, CEO Mercury Security & Facility Management