How APCOA transformed its customer service with
a communications upgrade at Heathrow Airport

Growing operations outpace existing radio infrastructure.

In the fast-paced environment of an international airport, real-time connectivity is not just a preference, it’s essential for smooth day-to-day operations. APCOA needed a communication system they could fully rely on as they expanded their operations at Heathrow Airport’s Terminal 2.

Coordinating thousands of vehicle movements daily, communication failures aren’t just inconvenient – they’re costly. APCOA’s DMR system was struggling with coverage gaps, and with operations expanding, it couldn’t afford to let communication breakdowns impact its service.

APCOA streamlines operations with cloud-based push-to-talk solution.

Acknowledging the need for a cost-effective solution without the delays associated with new infrastructure approvals, Radiocoms based at Heathrow, proposed trialling a Broadband Push-to-Talk (BBPTT) system, and after a successful trial,  APCOA selected it as their preferred technology.

Central to this solution is a cloud based dispatcher software This software created a centralised hub, providing dispatchers with oversight of the field team so they can now delegate tasks with a reportable history. This streamlined approach has enhanced resource allocation and service delivery processes.

All field staff are now equipped with a Telo 320 BBPTT device. These devices were selected for their user-friendly interface, GPS tracking capability, SOS button and ability to provide network coverage, automatically switching between available mobile network providers to ensure the best signal. Discreet earpieces were also provided for sensitive interactions, such as valet services or direct customer engagements.

In addition, with the capability to manage devices remotely – regardless of their location – as long as they are connected to the internet, and with support from Radiocoms, APCOA can now oversee the management of their system on a single platform. This functionality simplifies previously complex administrative tasks, resulting in significant time and cost savings.

Clear communications, faster response times, safer operations.

Deploying this new BBPTT communication system has brought about notable improvements in system confidence within APCOA’s operations at Heathrow by ensuring  optimal uptime and improving response times. It also supports the safety of APCOA’s staff who are all equipped to handle emergencies swiftly, substantially reducing the likelihood of incidents caused by miscommunication. Feedback from the APCOA team speaks to the system’s tangible benefits:

 “The new devices and software have truly transformed our daily workflow. We have clear voice communications and complete visibility, so staying in touch with the team is so much easier, and we can resolve issues faster than ever.”

– Faran Ghumman, Operations Manager, APCOA

The communication system not only tackled APCOA’s immediate challenges but also laid the groundwork for future advancements. Reflecting on the successful deployment at Terminal 2, APCOA is considering extending this system to other terminals and locations, acknowledging the significant operational improvements and cost efficiencies it has delivered.

Ruth Nixon, Radiocoms Account Manager, commented on the adoption of BBPTT technology within airport onsite services, “The widespread adoption of PoC/BBPTT at airports like Heathrow has revolutionised team communication by eliminating lengthy onsite approval bottlenecks. The seamless integration of these systems ensures that staff remain connected without interruptions, significantly enhancing their ability to respond quickly and efficiently to any situation.”

  Connect with our Airport and Aviation Services Account Manager, Ruth Nixon.