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Curtis Edgecombe

“We believe in building ENDURING LIFETIME RELATIONSHIPS.” 

This is one of four strategic strands that underpin ‘The Gallagher Way’, also known as Gallagher Group’s DNA.

Hamilton-based Gallagher Group is an international business that markets security management, agritech and fuel management systems.  Curtis Edgecombe, Global General Manager Security, recently presented at Export NZ’s ExportIQ in Hawke’s Bay on the theme of partnerships.

Gallagher solutions have been deployed in an extensive range of industrial markets internationally from critical infrastructure to education to general commercial. Curtis noted that while their key value proposition relates to security, an increasing part of the business relates to OH&S compliance and business continuity, for example in port and mining applications. 

Recent projects include The Shard in London, Etihad Towers in Abu Dhabi, Rio Tinto Coal in Queensland and New South Wales, the Methanex Production Facilities in Punta Arenas Chile, and VIA Rail in Canada.

To ensure successful outcomes for end -customers, Gallagher has an international ‘value-added’ distribution model.  In most regions the distributor is wholly-owned or is a joint venture.  Supported by Gallagher and its Regional Distributor, trained and certified independent Channel Partners market, install and maintain Gallagher solutions on end-user customer sites.  

Partnering is a strategic decision and its importance is demonstrated in the Gallagher Channel partner lifecycle model.  The model encompasses five channel management phases from Identification, Recruitment, Enablement and Management through to Transition. 

Curtis said that Gallagher has recently changed its technical support helpdesk model.  “For critical solutions such as security, having 24 hour access to technical support is mandatory,” he says.

Previously Gallagher deployed a ‘follow the sun’ model where the technical support helpdesk transferred to the USA and UK operations to provide 24 hour access to technical support.  Now 24 hour technical support is provided from Hamilton, New Zealand.   “We can provide a better customer and channel partner experience through delivering the service from our home base where the R&D and technical experts reside.”

Partnerships also extend into other areas.  Curtis shared an example of a collaborative industry initiative, the Security Technology Alliance where Gallagher partners with Tait Communications, Wynyard and Endace for targeting business opportunities with the US Government. 

The collaboration involves shared office space in Washington DC with a dedicated senior Government liaison executive supporting each organisation’s Federal Government business development personnel.  Curtis observed, “Through this collaboration we are introduced to US Government contacts we would otherwise not have access to.”

Curtis said that Gallagher had benefited from partnering with central Government agencies like Callaghan Innovation, MBIE, MFAT, and NZTE.  Through NZTE, Gallagher had engaged with Beachheads and Better by Design programmes that are designed to build long-term capability in a business by boosting global reach and market knowledge.  The business also received advice from local and in-market experts.  

Partnering with customers and staff are hugely significant. Curtis observed that, “the best assets are your customers. Your staff are your next best asset.” 

Curtis shared a video clip, ‘Why The Best CEOs Invest in Customer Experience’.   Amongst other leaders, it features Richard Branson of Virgin and Jeff Bezos of Amazon. The video is published on YouTube, click here - Curtis highly recommended it.

 

So what are the other three DNA strands in The Gallagher Way?

“We are CUSTOMER INSPIRED

 We are RELENTLESS INNOVATORS

 We are committed to OUTSTANDING QUALITY”

 

All great themes for future ExportIQ series.    If you want to find out more about Gallagher or the ExportIQ series, please contact Amanda Liddle at ExportNZ. 

 

Visit the Export New Zealand website here.

The Shard skyscraper in London is the tallest building in the European Union.  The glass-clad pyramidal tower, completed in 2012, has 72 habitable floors, with a viewing gallery and open-air observation deck on the top floor.