Securus, which is a leader in the provision of technological solutions to the criminal justice system has offered a challenge to GTL, its main competitor. The company wants an independent technology expert to assess who has the best and largest set of products to offer clients. They want the judgment to be based on metrics such as expense efficiency, customer service, sophistication and other such metrics.
The CEO of Securus Technologies accused GTL of ‘spinning facts’ by claiming that their services and products were on par with those of his company. Richard A., the CEO said the comparison was not fair since Securus had invested over $700 million back into its business. On the other hand, GTL had only invested a fraction of that amount.
According to the CEO, Securus is better because they own a larger product set than GTL. Additionally, GTL has previously indicated that it outsources most of its customer service unlike Securus, whose customer service is domestic. He also claimed that testing by his company had shown that their customer service was 600% better than that of GTL. Additionally, GTL outsources most of its field technicians, unlike Securus. Thus, GTL technicians may not have the same vested interest in delivering quality customer service like those of Securus.
According to the CEO, one of the best indications that Securus was better than GTL was the customers’ comments. After they had switched from GTL to Securus, he said that many had indicated the experience was much better compared to that of GTL. The CEO said that if he were GTL, he would politely decline the offer, which is what they had done thus far.