CSL provides managed connectivity services for critical applications in multiple sectors including security, fire and healthcare – three areas where optimal uptime is vital. The UK-based company, which operates across Europe, does this by relying on world class technical expertise and an unrivalled commitment to customer service – just two of the reasons they are now market leaders. Partners like Tele2 IoT provide the connectivity that makes CSL solutions possible.
Founded in 1996, CSL’s core business began with security and fire alarm signaling, where the company provided critical connectivity from alarm panels through monitoring centers that allowed them to notify the relevant authorities. Today, CSL offers a range of secure connectivity solutions, focused on maximum uptime and total resilience. This has allowed them to add healthcare, utilities, and other M2M/IoT verticals to their portfolio.
CSL has close to 1 million connections across the globe, with a platform that handles more than 4 billion events each month. They provide a range of tailored solutions across different areas – and the ability to do so is based on the strong relationship they’ve developed with partners like Tele2 IoT.
“There will always be problems,” explains Ed Heale, CEO at CSL Group. “MNOs are constantly upgrading their infrastructure and deploying new kit which means there are always going to be outages. How an operator responds to an outage and how they work with us determines whether we can work with them or not. We’ve worked with Tele2 for many years now, and they know what kind of services we provide and the markets in which we operate. As such, they are aware of the need for reliable connectivity, the risks associated with an outage, and the level of response we need.”
Company: CSL (Connected. Secure. Live)
Region: UK/Europe/Global
Sector: Secure connectivity
Challenge: Providing mission critical connectivity to the fire, security & telecare sectors globally
Solution: Pro-actively working with operators such as Tele2 IoT to address outages or interruptions and improve offering for the end customer
Result: Market leading position, strong reputation for top of the line customer service & excellent growth in both traditional sectors and new sectors.
CSL doesn’t provide connectivity to individuals, such as a single homeowner. Instead, it provides connectivity to hardware and system manufacturers, installation professionals, and IT and infrastructure businesses.
Handling connectivity for big players in any of the industries, CSL ensures that if there is a problem, they receive a notification and in turn, alerts the company as to what needs to be addressed. In order to do this, CSL needs to deploy SIMs in the devices it connects. The question here is: why is it beneficial for a company to get their SIM cards from CSL, rather than directly from an operator.
Ed Heale says that because CSL has developed such strong relationships with operators like Tele2 IoT, they are able to pass on the benefits of that solid relationship on to the customer in several ways.
“There will always be problems. MNOs are constantly upgrading their infrastructure and deploying new kit which means there are always going to be outages. How an operator responds to an outage and how they work with us determines whether we can work with them or not.”
Ed Heale CEO CSL Group
“If there is a problem with connectivity in an area, we tend to see it first as we poll our units very regularly. If a problem is identified, we get to work on solving it with Tele2 IoT immediately – who will always prioritize us. We have hundreds of thousands of SIMs with Tele2 IoT, each of which is connected to a device which is critical in nature which means Tele2 will prioritize our IMSI ranges.
“That doesn’t mean Tele2 IoT doesn’t provide great service to all its customers, but for a key partner like us, providing large amounts of mission-critical solutions, being a priority is vital. We also take the burden of resolving the issue away from our customer – who wouldn’t experience this level of response directly themselves. We work with Tele2 IoT to resolve the issue, so they don’t have to. It’s all part of what we call our Fully Managed Service.”
While CSL began life working with the security sector (they are the largest provider in the UK & Ireland market) today the company is replicating its success across multiple verticals, specifically fire and healthcare, but also in national infrastructure projects such as Water, Utilities, Gas, and Rail services.
“On the rare occasions it fails, we immediately notify the appropriate people, who can then handle it. This is where our mutually beneficial relationship with Tele2 IoT is key.”
CSL is clear that IoT is going to be massive when it comes to connected health. It’s one of the fastest growing sectors within IoT and CSL began establishing themselves in this area more than six years ago. CSL now provides managed connectivity solutions for Europe’s biggest healthcare manufacturers, located in the UK and the Nordics, who provide alarm systems for elderly and vulnerable patients living independently.
“A system like this of course needs to work as close to 100% as possible,” explains Heale. “On the rare occasions it fails, we immediately notify the appropriate people, who can then handle it. This is where our mutually beneficial relationship with Tele2 IoT is key: we can take advantage of our strong position and get at the front of the queue to resolves problems. Additionally, we offer dual SIM solutions to provide failover is one network’s infrastructure goes down.”
However, CSL doesn’t just buy SIMs and then wait for problems to arise. Instead, they keep information flowing in both directions, letting Tele2 IoT know how things are working, how CSL is using technology, what they think would be good to have, where they see possible issues – and by behaving proactively on behalf of their customers, CSL is able to offer the highest level of commitment to its customers.
“We try to make things as ‘technically’ easy as possible for our customers, as well as ensuring they enjoy optimal uptime,” says Heale. “So, we always make sure we communicate what is happening from a technical point of view, such as talk around the futures of 2G, 3G, LTE, as well as eSIMs and GSMA. Essentially, we’re always looking at ways we can create more reliable connectivity in the products and solutions we provide.
“We also keep on top of regulations and other things in that area, like insurance specification, where standards are continually changing on both national and European levels. Keeping that information flowing to our customers is just another part of our belief in offering the highest level of service.”
With their unrivalled commitment to customer service, tight relationships with partners, and 24/7 monitoring of products, CSL can provide optimal uptime for customers, while also working with Tele2 IoT to apply joint expertise to new solutions and sectors in order to support new customers across Europe. And in the rare event something goes wrong? CSL will solve any issues that arise – so you don’t have to.
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