DIGITAL OPERATIONS
How SMGWSSI Cut Operational Delays by 83%: Replacing Manual Workflows with a Unified Digital Platform
A case study of how St. Michael Guard Watch Security Service Inc. replaced manual, error-prone workflows with a unified digital platform — cutting delays in hiring, cost distribution, and customer inquiry resolution across all branches nationwide.
BACKGROUND:
St. Michael Guard Watch Security Service Inc. (SMGWSSI), established in 2015 and headquartered in Villasis, Pangasinan, has grown into a trusted name in the Philippine private security industry. As the company expanded across multiple branches nationwide, its internal operations — hiring, customer inquiries, and cost distribution — remained largely manual and siloed. Branch secretaries relied on Microsoft Excel for cost proposals, HR managed applications through paper-based processes, and customer inquiries were handled without a unified channel, causing significant delays and inconsistencies across locations.
CHALLENGE:
1. The cost distribution approval process required six manual steps and was prone to human error.
2. Customer and applicant inquiries had no structured channel, falling entirely on branch secretaries.
3. HR officers had no digital system to manage job listings or track applicants — every process was disconnected, slow, and difficult to audit across branches.
OUR APPROACH:
- Chatbot Implementation: Automates FAQ responses & escalates complex inquiries to branch secretaries.
- Employment Portal: Digital application forms with built-in interview questions & HR review tools.
- Cost Distribution: Replaces Excel with an automated cost distribution engine reducing steps from 6 to 5.
- Manager Dashboard Approve proposals & download weekly or monthly performance reports in PDF.
RESULTS:
KEY TAKEAWAYS:
The ADAS project demonstrated that SMGWSSI’s core bottlenecks — manual Excel-based cost proposals, untracked customer inquiries, and paper-driven hiring — could all be resolved within a single role-based web platform. By leveraging ERPNext, WordPress, and open-source technologies (keeping the project within a zero-budget constraint), the system gives HR officers, branch secretaries, and the General Manager dedicated tools built exactly around their daily workflows. The result is a leaner approval process, better record-keeping, and a client-facing experience consistent across all Philippine branches.
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