How We Helped On Call Security Deliver Round-The-Clock Security

On Call Security delivers easy, effective, and affordable home protection for households across the UK, with a team of more than 50 employees and 30-40 active system users. They pride themselves on making home protection simple by successfully bridging the gap between complex technology and user confidence. 

Their flagship Essentials security system includes the On Call Pro Series control panel, motion sensor, door contact, deterrent wall plaque, and a full year of monitoring, servicing, and maintenance - all professionally installed for customers by On Call’s team of friendly engineers that cover all of the UK mainland.

The Challenge

As On Call Security expanded its customer base, the reliability of connectivity within its alarm panels and smart watches became increasingly critical. However, the company was experiencing recurring problems with its existing SIM provider. These issues affected device performance and created additional pressure on the technical and engineering teams.
 
Beyond the technical shortcomings, the level of customer service from the previous provider fell short of expectations. The combination of unreliable connectivity and poor support began to impact operational efficiency and the company’s high standards to deliver the dependable protection customers expect from a monitored security service.
A recommendation from another trusted business, combined with ongoing frustration, prompted On Call to seek a new, more reliable partner.

The Solution

On Call Security carried out an internal review of their existing setup before going out to market for a new provider. The business was clear on what it needed:

  • Highly reliable SIM connectivity for alarm systems and smart watches
  • Strong customer service and responsive support
  • Competitive pricing
  • Compatibility with its existing security solutions
  • A knowledgeable provider backed by major network partnerships

Chess met all these criteria.

The onboarding experience was described as “very simple”. The IoT SIMs integrated seamlessly into On Call’s equipment, and the technical team encountered no compatibility issues during setup. Chess provided knowledgeable, helpful support throughout the process, ensuring rapid deployment with minimal disruption.

The Result

On Call Security reports feeling fully supported and better equipped to deliver the round‑the‑clock security their customers count on. The relationship with Chess has helped optimise their IoT solution and contributed to a more efficient, reliable operational model.

By switching to the Chess IoT solution, On Call has achieved several meaningful improvements:

  • Increased operational efficiency across technical workflows
  • Streamlined engineering processes, making day-to-day work easier for staff
  • Improved reliability across alarm panels and smart watches
  • A more empowered technical team, supported by a provider that is responsive and proactive
  • A smoother, issue-free implementation, reducing time spent troubleshooting
  • Greater confidence in the long-term scalability of their monitoring services

“Extremely happy with Chess, the have been brilliant from the start, and work really hard to get everything set up with very short notice. Looking forward to working with them going forward. We highly recommend Chess.”

- Anthony Spencer, Chief Technology Officer, On Call Security

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