20 Questions to Ask Before Buying Guard Management Software

As we learned from Richard Sparks of GSMA in our customer spotlight, security guard management software can and should transform every part of your business. With so many options available, choosing between them can be a daunting task. These 20 questions will help you sort through the options and find the best fit, and the scorecard below makes it easy to compare vendors side by side.

Guard Management Software Evaluation Scorecard

Use this scorecard during vendor demos. Rate each category from 1 to 5 based on how well the vendor answers the questions that follow.

Category	Questions	What good looks like
Field operations	1 to 5	Easy mobile app, works for standing guard and mobile patrol, minimal extra hardware
Supervision and accountability	6, 7, 11 to 13 and 15	Supervisor tracking, GPS, checkpoints, real-time alerts and custom permissions
Scheduling and back office	8 and 9	Scheduling, time and attendance, payroll and billing on the same data
Client value	14 and 16	Client portal access, notifications and reports that prove value
Vendor support	10 and 17 to 19	Responsive support, an account manager and a clear implementation plan
Pricing	20	Transparent pricing that doesn’t penalize you for growing your team

Field Operations and Ease of Use

1. Can you use the software for both standing guard and mobile patrol accounts?

Many solutions work best for only one or the other, so make sure any tool can support all of your teams. If you provide both mobile patrol services and standing guard services, identify the unique needs of your operation and choose software that won’t force major changes to the way you already work.

2. Is the software customizable for multiple industries?

An HOA has very different needs from an industrial facility. Make sure any software company you talk to can address the specifics of every industry you serve.

3. Is the software easy for security officers to use in the field?

A complicated interface creates more work for officers, not less. Ask for a trial or live walkthrough so you can see exactly what the officer sees. A security guard app that is easy to use increases engagement and adoption.

4. Can the software help reduce training time?

A good field training system lets a supervisor spend a short amount of time showing a new officer the property without lowering the quality of service, which reduces the cost of high turnover. Guard management software shouldn’t just alert supervisors when performance dips. It should proactively guide officers through post orders and tasks throughout the shift, as TrackTik guard management does.

5. Will you have to purchase additional devices or hardware?

Does the solution require you to buy devices? Does it have Android and Apple apps? Do you need to buy NFC tags or other checkpoint hardware? Additional hardware adds up over time, so plan for it.

Supervision and Accountability

6. Can the software be used to manage supervisors?

It’s important to manage officers at their posts while also holding supervisors accountable. As an owner or operations manager, you’ll want to see which posts supervisors visit, which officers they train and how productive they are throughout the shift.

7. Is there separate access for supervisors?

Distinct supervisor accounts let you customize permissions so everyone sees only the information they need. It’s also important to record employee reviews, post inspections and vehicle inspections in a system that keeps supervisors accountable and productive.

11. Does the solution provide GPS tracking of an officer’s location?

GPS tracking usually falls into two categories: breadcrumb tracking and geofencing. We explain the difference between geofencing and breadcrumb tracking in a separate article.

12. Can the solution prove accountability to your customer?

There are several ways to prove accountability, from GPS to guard tour checkpoints to a simple check-in system. Make sure your solution has a reliable method that fits your needs.

Accountability goes further than proving where an officer is, though. We cover how to finally solve the guard accountability question in detail.

13. Can you be notified in real time if an officer is off site or late?

Ideally, you want to find out about no-shows before your customer does, so you can fix the problem first. These alerts shouldn’t be tied only to attendance. Look for a system that ties real-time alerts to other time-sensitive tasks on the property, because an officer can be on site and still miss the outcome the client expects.

The goal is a system that alerts supervisors and managers to underperformance before the client calls to complain.

15. Can you create custom permission levels and groups for each officer?

Beyond supervisor accounts, custom permission levels for officers reduce confusion and make sure everyone sees the information most relevant to them. This is especially useful for patrol drivers who service a specific set of properties.

Scheduling and Back Office

8. Does the solution integrate with scheduling?

Scheduling, reporting and billing are tightly connected. When they live in separate systems, errors in one spill into the others, and your team spends time reconciling data instead of running the operation. A connected platform avoids that problem: the TrackTik back office suite runs inside TrackTik, with the same login, the same guards, the same sites and the same data, so there is no integration project or data sync to maintain.

Also choose a solution you can grow with. Ask whether you can start with the modules you need today and add scheduling, billing or payroll later without switching platforms.

9. Can you track time and attendance and integrate with payroll?

At a minimum, the solution should track clock-in and clock-out times that can flow to payroll. Paying officers for the time they actually worked, rather than the time they were scheduled, improves accuracy and accountability. TrackTik business administration connects verified hours to payroll and helps prevent unplanned overtime.

Client Value and Visibility

14. Does the solution add real value for your customers?

Most guard management software will make your life easier and improve accountability, but that may not be enough. Do you just want to prove that officers are at their posts, or do you want a solution that adds real value?

Look for a solution that helps you go from vendor to partner, someone who plays an integral role in your customer’s success. Separate client accounts for notifications, reports and requests show clients how invested you are in their success.

16. What kind of access do customers have?

You want a system customers can easily use to pull reports and verify officer activity without seeing your entire operation. Some systems also let customers communicate with officers. TrackTik security operations includes a client portal with real-time access to reports and operational overviews.

Vendor Support and Implementation

10. How is customer support handled?

What are the support hours? Is support available by phone and email? Are there self-service options like a resource center? Are there training tools for officers, supervisors, dispatchers and administrators?

The service behind the software is just as important as the software itself. Especially with a platform that has many features, you want to know someone is available to answer questions and help you get the most from your investment.

17. How easy is it to create and manage users?

Make sure the system won’t cause headaches when you need to hire a group of new officers or add several new customers quickly. Turnover is a constant battle in the security industry, so fast, painless user management is critical.

18. Do you have an assigned account manager?

Having someone assigned to your account makes it much easier to get help than calling a general support line every time. An account manager helps you use the software to reach your goals, so you don’t feel like just another account.

19. How long does setup take, and what does onboarding look like?

Onboarding time is a real cost that isn’t reflected in the price tag. Ask the vendor to show you the actual process for setting up a property and rolling the solution out across your company. A company that is serious about your success should have a detailed implementation plan.

Pricing

20. How is the pricing calculated?

Vendors price their software in different ways, such as by user, property, device or module. Be cautious with per-user pricing, since high turnover and growth can drive up costs quickly. TrackTik pricing is built around your site count and the modules you run, never a per-seat penalty for growing your guard team.

Also review contract terms carefully. Understand what is included, how long implementation will take and what support you will receive before you commit, and ask to see the system working in a live demo.

How TrackTik Answers These Questions

TrackTik, the security workforce management platform from Trackforce, was built to answer these questions for contract security firms and enterprise security teams.

• One platform for the field and the office: Guard tours, incident reporting, dispatch, scheduling, time and attendance, payroll inputs, billing and business intelligence share the same data.
• Built for every type of post: Standing guard, mobile patrol and dispatch workflows run in the same system.
• Accountability at every level: Officers, supervisors and clients each get the right access, with real-time alerts and verified checkpoints.
• Pricing that grows with you: Priced by sites and modules, so adding officers doesn’t raise your bill.

These are just a few of the questions to ask during a demo. For a more detailed checklist, download The Complete Buyer’s Guide for Physical Security Workforce Management Software. When you’re ready to see the answers for yourself, book a TrackTik demo.