Alexander Mitev and Ivaylo Atanasov, Managers of “VIP Security”
"VIP Security is the largest and fastest growing company for complex security solutions and services in Bulgaria. For more than 23 years and with more than 4000 employees across the country, the company has been a reliable business partner for its clients and a leader in delivering the full spectrum of security services: security services, cash and collection services, monitoring and video surveillance, engineering of electronic security systems, consulting services, distribution, training, etc.
How has the general difficult economic environment and the Covid-19 pandemic affected the security business and VIP Security in particular?
A.M. The Covid-19 crisis has not only affected us and our colleagues in the security sector. The pandemic and the difficult economic situation caused all business, incl. our customers and partners to review their economic conditions. We, for our part, are obliged to respond flexibly in order to preserve our long-term relationships, because for us, customers are long-term partners. This also led to the need to offer them models of work so that everyone can get through the difficult period in the easiest way possible.
I.A. As a reliable partner, we developed some new, in-house services to support the companies that were most affected by the crisis. Such an example is the hybrid model of providing security services, which combine the advantages of remote monitoring, along with technological security solutions, as well as physical force on site.
A.M. At “VIP Security” we are driven by business, but always focused on taking care of people. The health crisis and the Covid-19 pandemic have shown us very clearly that at the heart of the most successful companies and the most workable systems are people and teams. That's why we've taken timely action to maximize looking after their health and give them the peace of mind they need. In the company, we have built a small private system to keep track of the sick, the so-called in-house healthcare, so that they know they are not alone and we will always take care of them if needed.
I.A. Initially, the idea was to have it just for our employees, but that cannot work because you cannot do your professional activities if you are worried about yourself, your family or your loved ones. That's why we've made this healthcare model available outside the VIP Security employee category. We have a help center set up - a telephone helpline staffed by a team that talks to patients, fills in information about everyone in a system and then sends it to consulting doctors. The idea is to provide the necessary care at the early stage of the illness and to minimize the possibility of going to the hospital.
Despite the wide range of services now, 23 years ago your first customers were precisely corporate customers. What were their requirements then and what are they now?
A.M. There is no change in customer requirements regarding the level, professionalism and quality of the services offered. But the rapidly developing technological environment and the digitization of business processes in almost all sectors have oriented the demands of customers more and more towards the use of new technologies and innovative solutions that increase efficiency and reduce costs. As our clients have grown over the years, their protection needs have grown proportionately. Therefore, we are also seeing a shift in increasing volumes with an increasing focus on technology integration in security solutions.
I.A. At “VIP Security” we operate in a highly digital format, focusing significant investment resources on innovation and smart technologies, as well as on implementing state-of-the-art software solutions to continue to meet our clients' needs and justify the trust they place in us. Many of the world's innovative security solutions are now an established standard at “VIP Security”.
How do you earn the trust of your customers?
A.M. First of all, customers trust us because they see us as a reliable partner. As a company with over 23 years of experience in the security services market, we have proven our professionalism. Clients rely on us because we are not just a provider of a certain service they need, but a loyal long-term partner.
I.A. In order to maintain the high quality of our services and to continuously improve our efficiency as a team, we have established internal control and improvement systems, using external auditing tools to verify and certify our activities according to international standards, which is essential both for us as professionals and for the clients who have placed their trust in us, which “VIP Security” is obliged to justify.
How many acquisitions has “VIP Security” made in these two decades?
I.A. Over the years we have made a significant number of mergers and acquisitions of small, medium and large companies throughout the country. Some of the most significant are the acquisitions of Optima Financial Services (2007), 3S SOT (2015) and G4S Bulgaria (2017). The latter is part of the business of the world's largest security company - G4S Plc. In order for the transaction to be completed, international auditors confirmed that “VIP Security” is a company that operates to the highest international standards in the sector and adheres to global industry best practices and is a reliable successor to the business and team of G4S Bulgaria.
A.M. In addition to acquisitions being lengthy and multi-layered processes, “VIP Security” has proven over time that it has the knowledge, the team and the expertise to make these mergers successful by turning them into real, working businesses so that this integration process eliminates the risk of stress to clients, teams and service delivery.
What were the biggest difficulties you faced in expanding the business?
A.M. The growth of the team and the changing needs in the organization. With rapid growth, the company must respond quickly and appropriately by changing the structure, size and expertise of each team member to meet the need and expectation of all partners and customers.
I.A. The challenge is to integrate, at a certain periodicity in time, a large volume of data, resources, people and capital in such a way that the functioning of the other processes in the company and the quality of service provision are not disturbed in any way. We have a duty to ensure the smoothest passage through these processes and ensure peace of mind, both among employees and teams, and among our customers and partners.
You are a company with over 4000 employees. How do you manage so many people and how do you motivate such a large team?
I.A. “VIP Security” invests in each of its employees at all levels within the structure for additional training and skills development and social programs for personal improvement. In the structure of the company, the main focus is internal growth at every level - physical, mental, professional and hierarchical, which is an additional motivator for each and every professional with high ambitions for realization. We have our own educational and training center as a separate structure built within the company, where the security staff and management team continuously improve their qualifications in various aspects through coaching, trainings and sessions.
A.M. We are aware that there is a lack of prepared management personnel on the market in our sector, therefore, through this internal system, we carefully monitor the potential of each of the team, so that we develop it, in the right direction. A key motivating factor is the provision of an expert, supportive environment in which each and every “VIP Security” professional has the opportunity to grow and add value with their work.
And where to now?
A.M. With a vision for the future. Towards innovations and technologies that raise security to a higher level. We have focused our efforts and resources on developing integrated, intelligent security and process automation systems to provide to the market, including small and medium-sized businesses. Our company has long been operating outside the borders of the country, but expanding the business to even larger international markets is also among the main priority goals we set for ourselves.
I.A. We have focused our efforts entirely on the corporate segment. The present and the future of “VIP Security” are mainly focused on the corporate world. Of course, maintaining high standards and striving to constantly improve have always been on the company's agenda, and will continue to be so in the future.
Blitz questions:
- The secret of success: Trust in the power of the team. TOGETHER we can do more.
- Security is: Taking care of customers, partners and employees. Ensuring their peace of mind so they can grow their business in a safe environment.
- You dream of: A world where the security and safety of people is a top priority for everyone.
