Gary Walsh

Dräger appoints former East Sussex Fire Chief

Dräger has appointed former Chief Fire Officer of East Sussex Fire and Rescue Service, Gary Walsh, as its strategic advisor on fire and rescue services (FRS) matters to ensure that Dräger’s safety technology continues to serve and reflect the needs of modern firefighting. Gary, an operational firefighter for more than 30 years, was the NFCC respiratory protective equipment (RPE) lead for seven years involved in the review and drafting of national operational guidance for the use of breathing apparatus, he also led the Government’s national breathing apparatus telemetry project and was a member of the British Standards Committees with specific expertise in operational use of RPE. He has extensive experience in incident command training and assessment, and notable in his achievements was the delivery of a single emergency control room for East/West Sussex. Since retirement from East Sussex Fire and Rescue Service in 2017, Gary has delivered independent fire and management consultancy services advising organisations on a variety of topics including emergency planning, risk and change management, training, and health and safety for several fire and rescue services, local authorities, the private sector and Government. Matthew Bedford, Managing Director UK & Ireland, says he is delighted to be able to draw on Gary’s expertise: “Gary has extensive knowledge of national, regional and local fire and rescue operations and governance. His impressive list of achievements and experience means the strategic advice he can provide across a broad spectrum of RPE, communication, training and operational issues will be invaluable.” Gary says to be able to offer advice to Drager is a great opportunity: “I look at this role as a way to support and influence how Drager’s breathing apparatus equipment and new technology is advanced, making sure that firefighters are protected while wearing the best RPE available. I’ve worked alongside Dräger extensively over my career, and they have always impressed me with their response and eagerness to be at the forefront of their industry,” he says. “Important too is that national guidance stays relevant as the latest technological developments are introduced into the emergency services and that best practice is applied across all fire and rescue services departments, and by all users of RPE.” Gary’s appointment follows the retirement of Brian Hesler, a consultant for Draeger for 14 years. To read more exclusive articles and latest news, see our last issue here. Never miss a story… Follow us on: LinkedIn: International Fire Buyer Twitter (X): @Firebuyer YouTube: @FireBuyerTV Media Contact Rebecca Spayne Managing Editor, International Fire Buyer Tel: +44 (0) 1622 823 920 Email: [email protected]

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Firefighting Equipment

Firefighting Equipment: Tools of the Trade

Joseph Clarke, Assistant Editor analyses the biggest firefighting equipment trends, from advanced robotics and smart tools to eco-friendly solutions  The world of firefighting equipment is undergoing rapid transformation as fire services strive to meet evolving challenges with greater efficiency, safety, and adaptability. From combating urban blazes to tackling wildfires and complex industrial incidents, technological advancements and innovative designs are ensuring firefighters have access to tools that maximise their operational capacity while keeping safety at the forefront.  In 2024, the focus has shifted to areas such as automation, ergonomic design, environmental sustainability, and smart connectivity. This feature explores the most significant trends in firefighting equipment that we can expect to see at Intersec Dubai 2025 and from the year to come.  Automation and Robotics in Firefighting  Automation is revolutionising firefighting equipment, particularly in high-risk and inaccessible environments where human intervention is dangerous or impractical. Robotic systems and drones are now being deployed to tackle complex scenarios, offering precision, efficiency, and improved safety for firefighters. Shark Robotics has been at the forefront of this movement, developing robotic systems capable of deploying advanced fire suppression agents with high accuracy. These systems are particularly effective in industrial settings where hazardous materials or confined spaces require a more measured and automated approach. Their ability to operate remotely reduces exposure for firefighters, minimising risk while maintaining control over the situation. Drones are also becoming indispensable tools for aerial assessment and situational awareness. Equipped with thermal imaging cameras, drones can provide real-time data to incident commanders, enabling strategic decision-making. EmiControls has integrated these capabilities into its robotic solutions, offering comprehensive tools for both fire suppression and environmental monitoring. These advancements not only save time but also allow firefighters to respond more effectively to dynamic and hazardous conditions.  Thermal Imaging and Situational Awareness  Thermal imaging technology has become an indispensable tool in modern firefighting, significantly enhancing situational awareness and operational efficiency. By detecting heat signatures, thermal imaging devices allow firefighters to see through smoke, identify hotspots, and locate victims in low-visibility environments. As firefighting scenarios grow increasingly complex, advancements in thermal imaging are driving innovation across the industry. Manufacturers like MSA Safety are integrating thermal imaging systems directly into helmets and handheld devices, enabling firefighters to maintain real-time visual awareness during critical operations. These devices are designed to be lightweight and user-friendly, ensuring that firefighters can operate them with minimal disruption to their primary tasks. The ability to detect temperature variations quickly can provide invaluable insights, such as identifying structural weaknesses or pinpointing hidden fires behind walls. EmiControls has also leveraged thermal imaging in its robotic firefighting systems, combining heat detection with remote operation. This integration is particularly effective in hazardous environments such as industrial facilities or chemical plants, where direct human intervention may be too risky. Additionally, thermal imaging technology is now being used for post-incident analysis. By mapping out heat patterns, fire investigators can determine the origin and spread of a fire more accurately, improving understanding and prevention strategies.  As thermal imaging becomes increasingly advanced and accessible, its role in firefighting will continue to expand. By providing clearer insights in real time, this technology not only enhances safety but also improves the efficiency and precision of firefighting efforts.  Advanced Nozzles, Water Delivery Systems and blankets  Water delivery remains a cornerstone of firefighting, but innovations in nozzles and distribution systems are transforming how water is applied. Modern firefighting nozzles are designed for greater precision, adaptability, and efficiency, catering to various fire scenarios.  Task Force Tips has developed versatile nozzle systems that allow firefighters to adjust the spray pattern and pressure, switching seamlessly between fog and straight stream modes. This flexibility is crucial in urban environments, where the wrong application of water can lead to property damage or reduced effectiveness. Their ergonomic designs ensure ease of handling, even under the most demanding conditions. In wildfire scenarios, water and retardant delivery must cover vast areas efficiently. Perimeter Solutions is advancing the design of fire retardants and large-scale delivery systems. Their products are engineered to adhere to vegetation, creating barriers that slow fire spread and protect critical areas. These innovations are vital in mitigating the increasing frequency and intensity of wildfires, which require strategies that go beyond traditional firefighting methods. Foam systems are another critical area of development. VLITEX specialises in fire blankets made of silicone-coated fiberglass fabric that can even succeed in fighting battery fires. These systems enhance fire suppression by smothering flames and cooling affected areas, ensuring a rapid response to single point fires like a vehicle.  YG (Hafex) is also pioneering innovative equipment such as the Super Fire Extinguishing Ball, quoted as one of the simplest and quickest fire extinguishing methods. It is a pyrotechnic, fire extinguishing device, weighing a mere 1.3 kg, with an effective extinguishing capacity…. To read the full article, see our last issue here. Never miss a story… Follow us on: LinkedIn: International Fire Buyer Twitter (X): @Firebuyer YouTube: @FireBuyerTV Media Contact Rebecca Spayne Managing Editor, International Fire Buyer Tel: +44 (0) 1622 823 920 Email: [email protected]

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NFCC

NFCC Qualification launched to support FRS working with young people

The National Fire Chiefs Council (NFCC) has launched a specialist qualification to support fire and rescue services’ (FRS) engagement and interactions with children and young people. The qualification was developed as part of NFCC Prevention Hub – a workstream that supports a person-centred approach to FRS work in the community. Covering topics such as child development, trauma informed practice, communication and more, the ‘Level 2 Award in Fire & Rescue Service – Introduction to Working with Children and Young People’ is being piloted and rolled out in February. NFCC Chief Executive Officer Susannah Hancock comments: “This is a really positive development that will help fire and rescue services engage with and support young people in their communities. We’re looking forward to delivering the training, with the pilot session taking place in Merseyside later this month. Everyone who has worked on the development of this qualification share the end goal of supporting better outcomes for children and young people, keeping them and their communities safe. It will give those working towards the qualification the confidence that they’re receiving training to a consistent national standard, which has been developed in consultation with their peers” The brand-new qualification was developed in collaboration with FRS employers and Ofqual regulated awarding organisation SFJ Awards. Managing Director of SFJ Awards David Higham comments: “Interacting with children and young people is a central part of FRS work in terms of prevention as well as in the daily course of business for certain roles. “This qualification sets a path to enable FRS staff and volunteers to carry out these activities to a standardised level of knowledge and skill. “Furthermore, the new qualification offers formal recognition of the fantastic work carried out by staff and volunteers and provides platform for further development and progression.” The Level 2 Award in Fire & Rescue Service – Introduction to Working with Children and Young People is initially available to staff and volunteers who work with children and young people as part of their role within the UK fire and rescue services. The total qualification time is 20 hours with 14 hours of guided learning. The course will be offered via a three day train the trainer delivery in four regions across the UK in Spring and Summer 2025, with booking details having been shared with the relevant fire and rescue services. To read more exclusive articles and latest news, see our last issue here. Never miss a story… Follow us on: LinkedIn: International Fire Buyer Twitter (X): @Firebuyer YouTube: @FireBuyerTV Media Contact Rebecca Spayne Managing Editor, International Fire Buyer Tel: +44 (0) 1622 823 920 Email: [email protected]

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Emergency One

Cambridgeshire FRS Enhances Fleet with HVO-Powered Fire Appliances

Cambridgeshire Fire and Rescue Service is leading the way in sustainability with the addition of its new, environmentally friendly fire appliances, proudly manufactured by Emergency One. These new fire engines are powered by hydrotreated vegetable oil (HVO) fuel, a sustainable alternative to traditional fossil fuels. By switching to HVO, the Service has achieved a remarkable reduction of over 90% in carbon emissions compared to standard diesel-powered fire engines. HVO is derived from renewable sources, such as animal fats and vegetable oils (e.g., palm, rapeseed, used cooking oil), making it a fossil-free solution that aligns with global sustainability goals. Refined to the EN15940 standard, HVO maintains similar fuel consumption levels to diesel while significantly reducing particulate emissions. Its chemical similarity to diesel ensures excellent cold-weather performance and the flexibility to blend with diesel when needed. The new fire engines are based at stations in Huntingdon, along with Dogsthorpe and Stanground in Peterborough. Assistant Director Wayne Swales said: “These new fire engines are a big step on our journey to being a more sustainable service. By utilising alternative fuel, we have significantly reduced our carbon footprint, but we have also provided our crews with a high spec, cutting edge fire engine. “Through our prudent financial planning we’ve been able to continue investment in modernising our fleet of fire engines to provide an excellent service to the people of Cambridgeshire, while also committing to a sustainable future.” The new fire engine stationed in Huntingdon is also being used to trial the innovative “clean cab concept,” designed to reduce the risk of contamination from incidents, such as fires, and the potential risk of cancer for firefighters. Wayne Swales explained: “Our concept fire engine at Huntingdon is a key part of the Service’s commitment to reducing the risk of spreading contaminants from operational incidents, which is an emerging risk for our firefighters that we are learning more about. The ‘clean cab concept,’ which sees the firefighter’s kit, including breathing apparatus, removed from the cab, creates a cleaner space for crews following an incident. The kit is stowed away in one of the lockers on the fire engine, rather than being worn while travelling back to the station. This is the first step in the trial to build on making operational areas cleaner, reducing the risks from contaminants.” The clean cab concept is a solution Emergency One has successfully implemented for other fire and rescue services. Emergency One worked closely with Cambridgeshire Fire and Rescue Service to tailor the stowage layout for this specific vehicle, the clean cab design reflects our ongoing commitment to creating innovative, safety-focused solutions that reduce risks for firefighters. Emergency One is proud to support Cambridgeshire Fire and Rescue Service on their journey toward a greener, safer future. To read more exclusive articles and latest news, see our last issue here. Never miss a story… Follow us on: LinkedIn: International Fire Buyer Twitter (X): @Firebuyer YouTube: @FireBuyerTV Media Contact Rebecca Spayne Managing Editor, International Fire Buyer Tel: +44 (0) 1622 823 920 Email: [email protected]

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Inauguration of the Billion Readiness Initiative by H.H. Sheikh Mansoor bin Mohammed bin Rashid Al Maktoum

NFPA joins the global ‘Billion Readiness Initiative’

The National Fire Protection Association is pleased to be an active member and contribute to the “Billion Readiness Initiative” led by Dubai Civil Defense. This pioneering global initiative seeks to enhance fire safety awareness and reduce fire-related incidents worldwide. It aims to educate and train 1 billion people across the globe from 2025 to 2027, empowering communities to respond effectively and safely to fire emergencies. A total of 34 countries and 18 major firefighting organizations, including the NFPA, are involved in this ambitious effort. “As a global leader in fire and life safety, NFPA is proud to be part of the Billion Readiness Initiative, the largest of its kind. We are excited to share our expertise to help raise fire safety awareness worldwide. Working alongside Dubai Civil Defense, our goal is to use our knowledge, information, and expertise to create a safer, more resilient future. We achieve this by empowering individuals with the resources and tools they need to prevent fires and protect lives on an unprecedented scale,” said Dana Kamal, Director, International Business Development, MENA, NFPA. As part of this initiative, NFPA will continue to collaborate and communicate with governments and regulatory bodies throughout the region to promote its codes and standards, encouraging their use and effective implementation through impactful workshops and training sessions aimed at reducing fire-related incidents and the emissions that they cause. It will also support countries in developing policies that align with the campaign’s objectives while addressing emerging risks and technological advancements. In addition to policy adoption, NFPA will encourage subject matter experts to stay updated with code requirements and technical developments in their fields. It will also emphasize the importance of continuous education and qualifications for the skilled workforce, which is a fundamental aspect of the NFPA Fire & Life Safety EcosystemTM. In addition, NFPA is also a member of the World Fire Emission Reduction Alliance (WFERA), launched at COP28, which aims to reduce global fire-related emissions by 80% by 2050. This unique initiative unites countries and firefighting organizations in a global effort to tackle the environmental impact of fires and improve fire safety worldwide. As part of its broader commitment to fire and life safety, NFPA also works to promote an informed public by sharing important information on fire, electrical, and other related hazards ensuring that people and communities have the knowledge needed to lower risk and enhance safety. NFPA is dedicated to working alongside WFERA partners to support the objectives of the Billion Readiness Initiative. To read more exclusive articles and latest news, see our last issue here. Never miss a story… Follow us on: LinkedIn: International Fire Buyer Twitter (X): @Firebuyer YouTube: @FireBuyerTV Media Contact Rebecca Spayne Managing Editor, International Fire Buyer Tel: +44 (0) 1622 823 920 Email: [email protected]

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Copyright: Fire Buyer

The Shocking Gaps in Modern Fire Safety

Fire protection is evolving, but is your system keeping up? While many assume their fire safety measures are up to standard, glaring vulnerabilities in active and passive fire protection are leaving buildings, businesses, and lives at risk. Fire safety regulations are constantly being updated, but many commercial and industrial buildings are still relying on outdated suppression systems, faulty alarms, and passive fire protection that no longer meets modern standards. A recent fire safety audit across multiple industries revealed shocking statistics: Over 40% of fire doors failed integrity tests due to poor maintenance or incorrect installation. A staggering 65% of fire suppression systems were either non-compliant or underperforming when tested under real fire conditions. More than half of commercial buildings lacked adequate compartmentation, allowing fire and smoke to spread rapidly. With these alarming figures, the real question is: Are you confident your fire protection system would hold up in a real emergency? Active vs Passive Fire Protection: Are You Covering Both? Many businesses focus heavily on active fire protection—such as sprinklers, alarms, and fire extinguishers—while neglecting passive fire measures like fire-resistant walls, doors, and ventilation systems. The failure of passive fire protection in recent high-profile fires has led to catastrophic damage, even in buildings that had state-of-the-art suppression systems in place. Without proper compartmentation, fire and smoke can spread uncontrollably, overwhelming fire crews and evacuation protocols. The New Era of Fire Protection: What’s Changing? Fire protection is undergoing a major transformation, with AI-driven fire detection, intelligent suppression systems, and next-generation fire-resistant materials changing how fires are managed. Key innovations include: Smart fire alarms using AI to detect real threats faster, reducing false alarms. Fluorine-free firefighting foams, which are both highly effective and environmentally friendly. Advanced fire barriers and coatings that provide longer protection against extreme heat and smoke penetration. How to Future-Proof Your Fire Safety Strategy Audit your fire protection system now – Don’t wait for an emergency to expose the flaws. Integrate both active and passive measures – Ensure your building is fully protected from both fire ignition and fire spread. Stay ahead of regulations – Fire codes are changing rapidly; make sure you’re compliant with the latest standards. With fire risks evolving, so must our approach to fire safety. Is your building truly fire-ready? The time to act is now. To read more exclusive articles and latest news, see our last issue here. Never miss a story… Follow us on: LinkedIn: International Fire Buyer Twitter (X): @Firebuyer YouTube: @FireBuyerTV Media Contact Rebecca Spayne Managing Editor, International Fire Buyer Tel: +44 (0) 1622 823 920 Email: [email protected]

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Steffen Springer WAGNER

Awarded: WAGNER remains a top innovator

The WAGNER Group GmbH is one of the most innovative medium-sized companies in Germany and has been awarded the prestigious TOP 100 seal of approval for the second time. This quality seal, which is awarded annually on behalf of compamedia GmbH, honours outstanding achievements in innovation management. The official award ceremony for the TOP 100 of 2025 will take place on 27 June 2025 as part of the German SME Summit in Mainz. The TOP 100 seal is the only independent, scientifically based award for innovation management in Germany. The assessment is based on a demanding test procedure developed by the Institute for Entrepreneurship & Innovation at the Vienna University of Economics and Business. It focuses on more than 100 criteria in five categories: Innovation-promoting top management, innovation climate, innovative processes and organization, external orientation/open innovation, and innovation success. As a group of companies with approximately 800 employees worldwide, WAGNER Group GmbH competed in the category of the largest medium-sized companies. The consistent implementation of the innovation strategy and the systematic approach to the development of future-oriented technologies are of particular importance to WAGNER. “We are delighted to have been awarded the TOP 100 seal again. This award confirms our focus. It underlines the performance of our employees and the success of our corporate strategy WAGNER.2026”, explains Dipl.-Ing. Steffen Springer, Managing Director of WAGNER Group GmbH. “Our innovation work is based on a strong team that constantly sets new standards in fire protection with creativity, vision and customer orientation. This award motivates us to further strengthen our innovative power in the future”. With this new award, WAGNER Group GmbH reaffirms its role as a pioneer in innovative fire protection solutions – demonstrating that sustainable innovation management paves the way for success, even in a dynamic market environment. To read more exclusive articles and latest news, see our last issue here. Never miss a story… Follow us on: LinkedIn: International Fire Buyer Twitter (X): @Firebuyer YouTube: @FireBuyerTV Media Contact Rebecca Spayne Managing Editor, International Fire Buyer Tel: +44 (0) 1622 823 920 Email: [email protected]

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Janus Fire Systems

Janus Fire System’s Tailored Solutions for Diverse Needs

Janus Fire Systems, a global provider of special hazard fire protection, suppression and detection, delivers innovative, tailored solutions and services worldwide  In a world where safety and reliability are paramount, Janus Fire Systems has established itself as a global provider of fire protection, suppression, detection, and systems solutions. Built on a foundation of excellence, quality, and innovation, Janus is dedicated to safeguarding lives and assets through superior special hazard fire protection products and services. Their commitment to personalised client relationships and the well-being of their employees underscores their reputation for reliability and professionalism. Serving a diverse array of industries across more than 40 countries, they offer advanced, effective fire protection solutions.  Decades of Expertise and Industry Leadership  Established by four seasoned experts in the fire protection industry—each with over 30 years of experience—Janus Fire Systems boasts a team of highly skilled designers and technicians proficient in all aspects of special hazard fire protection. Team members hold OSHA and NICET certifications, and some actively contribute to National Fire Protection Association (NFPA) technical committees. This involvement ensures they stay ahead of industry trends, regulations, and advancements, allowing them to consistently deliver the highest quality solutions. All Janus products and practices are ISO-compliant, reflecting the commitment to global standards of safety and reliability.  Innovative Solutions for Special Hazard Fire Protection  Traditional sprinkler systems are often inadequate for protecting areas with unique fire hazards. Janus Fire Systems specialises in providing tailored solutions for such environments, employing suppression technologies that include Clean Agent, Engineered Dry Chemical, and CO2 systems. Their expertise extends to a variety of critical applications, such as:  Steam turbine lube oil systems, bearings, and pedestals  Main and auxiliary transformers  Control and switchgear cubicles  Oil storage tanks  Burner fronts  Coal bunkers and silos  Transformer vaults  Combustion turbine enclosures  Coal conveyors  Biomass plants  Energy storage facilities  These customised solutions ensure that high-risk areas are protected with precision and reliability, minimising potential damage and downtime.  Comprehensive Services for Total Fire Protection  Janus Fire Systems provides a complete suite of services to address every aspect of fire protection, including:  Site surveys and hazard analysis  Project management and system design  On-site technical support and field commissioning  Turnkey installations and project integration  Consulting, training, and technical documentation  From initial consultation to system deployment, Janus’s dedicated team ensures that every project is delivered on time and within budget, tailored to the specific needs of their clients.  A Trusted Partner in Challenging Times  In an era marked by economic uncertainty and supply chain disruptions, many fire protection companies have exited the industry or faced operational challenges. Janus Fire Systems has emerged as a steadfast partner, offering support to businesses struggling with obsolete systems or searching for reliable solutions. Their resilience and adaptability have solidified their status as a trusted ally for companies seeking dependable fire protection systems.  Protecting What Matters Most  Janus Fire Systems understands the critical importance of safeguarding valuable assets. With their advanced design capabilities, industry expertise, and unwavering commitment to excellence, they provide peace of mind to businesses worldwide. By partnering with Janus, organisations can focus on their core operations, secure in the knowledge that their fire protection needs are in expert hands. Whether you require cutting-edge fire suppression technology, technical consultations, or comprehensive system installations, Janus Fire Systems delivers unmatched solutions to meet the demands of today’s most challenging environments. Contact Janus Fire Systems to discover how they can help protect what matters most to you.  To read more exclusive articles and latest news, see our last issue here. Never miss a story… Follow us on: LinkedIn: International Fire Buyer Twitter (X): @Firebuyer YouTube: @FireBuyerTV Media Contact Rebecca Spayne Managing Editor, International Fire Buyer Tel: +44 (0) 1622 823 920 Email: [email protected]

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ROCKWOOL

ROCKWOOL Fire Barrier EN

ROCKWOOL Fire Barrier EN is a reinforced stone wool solution providing up to EI 120 fire resistance, ensuring cavity fire protection  ROCKWOOL, a global provider of fire protection solutions, introduces the Fire Barrier EN, a reinforced stone wool roll designed to subdivide extensive cavities within buildings while providing exceptional fire resistance and smoke control. Engineered to deliver uncompromising performance, this product ensures safety and reliability in a wide range of applications across residential, commercial, and industrial environments.  Extensive Fire Resistance and Robust Performance  The Fire Barrier EN is crafted from high-density stone wool insulation and reinforced with wire for structural integrity. Tested to meet stringent fire safety standards, it offers up to EI 120 fire resistance depending on its application. Certified to BS EN 13501-2 based on testing carried out to BS EN 1364-1:2015 and BS EN 1634-1:2014+A1:2018, it effectively inhibits the passage of fire and smoke. This critical feature enhances building compartmentation, a key aspect of modern fire safety strategies.  Versatile Applications for Modern Structures  Designed for flexibility, the Fire Barrier EN is suitable for various fire protection scenarios, including concrete soffits, voids above the head of plasterboard partitions, and timber trusses that run both parallel and perpendicular. It is also tested in conjunction with service penetrations and fire-resisting single leaf timber door sets, ensuring compatibility with complex building systems.  Acoustic Performance and Durability  In addition to its fire-resistant capabilities, the Fire Barrier EN supports acoustic performance, helping to reduce flanking noise transmission through voids. The combination of sound-absorbing stone wool and wire reinforcement enhances its durability, making it an ideal solution for long-term fire and acoustic protection in high-risk areas.  Installation and Compliance  The Fire Barrier EN is mechanically fixed using a proprietary 2mm-gauge angle support and clamping plate system, ensuring ease of installation and structural stability. Classified to BS EN 13501-2, it aligns with modern construction standards for non-loadbearing fire protection solutions. The product’s reliable performance is detailed further in its UL Classification Report.  A Reliable Fire Safety Solution  ROCKWOOL Fire Barrier EN offers a dependable solution for building professionals seeking effective cavity compartmentation and fire resistance. Its high-density stone wool composition, reinforced design, and extensive testing ensure it meets the demands of modern fire safety requirements. Whether in new-build projects or retrofitting applications, it provides essential protection against the spread of fire and smoke.  About ROCKWOOL  ROCKWOOL is a global leader in stone wool solutions, providing innovative products that enhance fire safety, energy efficiency, and sustainability in buildings worldwide. Headquartered in Denmark and operating in over 40 countries, ROCKWOOL transforms natural volcanic rock into high-performance insulation materials that contribute to safer, healthier, and more resilient communities. With a strong focus on sustainability, ROCKWOOL products are recyclable and designed to support a low-carbon future. For more information, visit rockwool.com/uk.  To read more exclusive articles and latest news, see our last issue here. Never miss a story… Follow us on: LinkedIn: International Fire Buyer Twitter (X): @Firebuyer YouTube: @FireBuyerTV Media Contact Rebecca Spayne Managing Editor, International Fire Buyer Tel: +44 (0) 1622 823 920 Email: [email protected]

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Churches Fire

Churches Fire & Security Extinguishes Customer Service Woes

Churches Fire & Security, the UK’s only fully integrated fire safety company, has successfully transformed its customer service operations through an innovative AI-powered analysis programme, revealing insights about customer behaviour and creating significant opportunities for automation. The company, which provides comprehensive fire protection and security services nationwide, partnered with digital customer experience (CX) transformation specialists Sabio Group to conduct an insightful Intent Capture & Analysis (IC&A) process, analysing over 25,000 customer calls to identify key pain points and improvement opportunities. The analysis unveiled that 17% of all incoming calls — more than 16,000 annually —were simply requests to test fire alarms, representing the most common reason for customer contact. This revelation has since prompted Churches to develop automated customer journeys through their online portal, potentially freeing up thousands of hours of customer service time. In a recently published case study, Charlie Haynes, CEO of Churches Fire & Security, emphasised the strategic importance of the IC&A project. He said: “As a business, we have an increased focus on self-service and operational efficiency whilst maintaining customer experience. The nature of our very business means that it is crucial for us to understand our customers’ needs and streamline our processes accordingly.” The IC&A process also exposed significant challenges with call resolution, revealing that 60% of customers made multiple calls to resolve their queries. Even more striking, 83% of repeat callers requesting fire alarm service had already contacted the company at least once for the same issue, highlighting a critical area for improvement in first-call resolution rates. Kevin McGachy, Head of AI Solutions at Sabio, highlighted the transformative nature of their findings. He said: “This programme surfaces insights into customer behaviour – key data that Churches and other organisations, with the best of intentions, did not fully know: specifically, the exact reasons as to why their customers were calling in.” The IC&A, which forms part of a larger three-phase transformation programme, has already led to several strategic improvements. Rather than investing in an entirely new customer service infrastructure, Churches Fire & Security opted for a more targeted approach based on actual customer interaction data. The company is now implementing various automation initiatives, including a PCI-compliant payment system integrated with their telephony infrastructure, after discovering that billing and invoice payments were the second most common reason for customer contact. Haynes added: “The IC&A solution has been a game-changer for us. The insights we gained have allowed us to make data-driven decisions, prioritise automation efforts, and ultimately improve the experience for both our customers and employees.” Kevin said: “The success of this initiative highlights how organisations can approach customer service transformation, demonstrating the value of data-driven decision-making in improving operational efficiency while maintaining service quality.” To read more exclusive articles and latest news, see our last issue here. Never miss a story… Follow us on: LinkedIn: International Fire Buyer Twitter (X): @Firebuyer YouTube: @FireBuyerTV Media Contact Rebecca Spayne Managing Editor, International Fire Buyer Tel: +44 (0) 1622 823 920 Email: [email protected]

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