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The 2020 Visitor Management: Visitor Management System Trends and Insights Defined by Industry Leaders
The 2020 Visitor Management: Visitor Management System Trends and Insights Defined by Industry Leaders
2020 visitor
management
report. Visitor management system trends and
insights defined by industry leaders.
The evolution of visitor
management is an annual
report on how organizations
host people at their facilities.
In 2019, Traction Guest surveyed professionals from various industries around the world with backgrounds in facilities, security and IT to uncover
insights and opportunities in the visitor management space for 2020. The report assesses how the introduction and development of visitor man-
agement technology is impacting organizational security, efficiency, data richness and brand perception. It also highlights some emerging trends
that suggest how visitor management is likely to change or grow in the future.
Report
20
20.
index.
04 Executive summary.
34 Research methodology.
summary.
2019 might have been the turning point. No longer is
there a need to convince companies that a cloud-based
VMS is an efficient check-in tool for visitors. Or that they
need thorough and organized digital visitor processes.
Or that a VMS provides welcoming and seamless guest
As leaders in the enterprise visitor management space, we have experiences. Many already recognize this. In 2019, 86%
had front row seats to the introduction, adoption and growth of of our survey respondents saw visitor management as
this category by companies around the globe. The needs of global “very important.”
organizations have increased in response to the heightened pri-
vacy and safety standards and regulations. Visitor management The reason for the current prioritization and standard-
evolved from a point solution centered around reception to a sys- ization of visitor management comes down to necessity.
tem that encompasses entire visit logistics with a primary focus Many companies - particularly enterprises - now view
on security and compliance. VMS as a strategic tool critical to enhancing security
and operations. A tool necessary to protect people, data
In a few short years, we have seen the demands on the capabil- and infrastructure. A sophisticated single platform that
ities of visitor management systems (VMS) increase. In parallel, could oversee multiple sites, integrate with systems and
the security and operations needs for companies have become provide a level of visitor visibility unseen on sites before.
more complex.
The statistics from this year’s Visitor Management
This is a long way from the early days of VMS, when the tech- Report verify this. We’re seeing companies put less
nology was initially seen as a novelty, brand or efficiency gain. of an emphasis on brand experience and perception,
In recent years, visitor management has become an investment while prioritizing compliance, security and data collec-
standard embraced by the largest global corporations. But even tion. We are seeing the customers getting bigger, the
as we saw significant growth in the number of companies that expectations of a VMS getting higher and the require-
implemented it, the technology had still not been fully optimized. ments becoming more complex. In essence, we are
Sincerely,
Keith Metcalfe
CEO of Traction Guest
Director of Security
Director of Compliance
Customers Auditors
Director of IT
Watchlists
Approval
workflows
Sign-in
management Alerts and
notifications
ID verification
Visitor data
Visual management
identification
ns • Inte
io
1. Proactive security
rn
egula
ITAR
ational T
sR
m
ra
ffic in Ar
2. Increased efficiency
ITAR PCI DSS
3. Streamlined compliance
MODERNIZATION ACT
GDPR HIPAA
Health Insurance Portability
& Accountability ACT
GDPR HIPAA
and trends. Just a few years ago, visitor management was considered
a novelty. A slick tablet in the lobby that enabled a pleas-
ant user experience, a faster way to check-in and maybe
even had a guest sign a waiver form. It was considered a
nice-to-have but by no means a business necessity.
Faced with rapidly changing compliance regulations, security risks, Today, global companies are viewing VMS as a mis-
safety standards and pressure of global expansion, more organi- sion-critical security and facility operations tool. In
zations are investigating visitor management systems (VMS). our 2019 survey, respondents ranked the importance
of a VMS as an 8.6 out of 10, with compliance and
Security, compliance and safety leaders are acknowledging that security as significant benefits to an organization.
unknown visitors can pose a severe threat to their employees, Over 38% of respondents stated compliance was the
facilities and data. To address these challenges, the scope of vis- top reason to acquire a VMS, and 92% said a VMS
itor management has shifted from primarily a lobby check-in point creates a safer environment.
solution to a mission-critical facility security platform, covering
the entire cycle of visit operations and visitor data management.
7.8 8.4 8.6
The 2020 Visitor Management Report identified three key insights
and trends within the complex visitor landscape that global orga-
nizations are currently facing.
Over 96% of surveyed in 2019 said their VMS provided them with
important data. That is a 7% increase from the year before. This
approach elevates visitor management from a local site initiative
to a corporately-governed solution with overall responsibility
shared by Directors of Global Security, Regulatory Compliance
and Facility Operations.
Seattle
92% 11%
stronger understanding of who is visiting their sites,
why they are visiting and when they visited. Having vis-
ibility and control over the visitor process is adding a
new layer to workplace security.
total increase
said that VMS since 2017 VMS is constantly adding new ways to enhance security
created a safer for large scale organizations. Companies have noticed,
3%
increase
from 2018
Sign documents.
Parking.
less
than
30s
check-in time
87%
said VMS helps
focus on guest
per guest interactions
Meeting room.
Directions.
Logo.
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The shift is also reflected by the audience analysis and
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the titles of the stakeholders championing VMS. Over
53% of respondents work in facility management or
81%
security. However, many companies see the relation-
ship between brand impact and an operational tool to
be synonymous. Brand is a key influencer and requires
2020 and
beyond
special
report.
Adapting to a rapidly
security incidents, data breaches and privacy violations
led to regulations changing along these two dimen-
sions: physical security and data privacy.
changing regulatory Leaders in compliance and security are challenged to
38%
16% 22%
2020 and
beyond 2018 2019
special
report. VMS implementation
based on compliance
68%
75% leverage electronic document
signatures at check-in
90% 62%
From the group that listed compliance as leverage or intend to leverage
a top reason to get a VMS, 90% said it internal or external watchlists
helped them respond to an audit
Balancing data
company’s information is compromised. On top of that,
there is additional damage done to public trust, credi-
bility and business as a result.
privacy with security Enterprises leverage VMS to mitigate the risk associ-
3. Visitors remaining on-site and wandering Visitor management systems have evolved to address this demand
around after the meeting is completed for tighter security and risk mitigation in the following ways:
6.
7.
Unexpected media trying to engage and
gather information from employees on site
Understanding your
driving force (disgruntled employees, non-compliant
contractors, visitors with criminal intentions). More and
more, enterprise companies are committing resources
guests: the evolution of to minimizing risk levels for negative incidents and are
proactively safeguarding their people, IP and data.
2020 and
beyond
special
report.
Contractor
Board member
The education vertical, for example, has been rapidly adopting
visitor and access control solutions including leveraging gov-
ernment and third-party watchlists. The trend is also becoming
Job applicant prominent in manufacturing, biotech and technology companies
with multiple locations.
74%
of surveyed who use watchlists Additionally, badges with photos and access levels allow
feel visitors present a threat to employees to visually identify an unknown person and under-
their data stand their visit purpose. Being able to create visitor identities
across multiple locations and regions protects companies from
potential threats and known offenders. But more importantly, it
gives organizations a clear, consolidated view of who is entering
their facilities.
Visitor
Management
34%
Systems
Early majority
16%
Each technology implementation will need to find the right bal- Laggards
ance between providing airtight security, efficiency in handling
high volumes of visitors, and maintaining high privacy standards
of visitor data.
32% 44%
Information
technology (IT) Manager
1%
Real Estate
5%
Health and
Safety
18%
Security
6% 29%
Human -Analyst
Resources -Specialist
-Coordinator
7% 13%
Support Facility
management
12%
8% 6%
Director
Operations 10% C-level
Sales and 4%
marketing
4% Integrator
VP 1%
Contractor
Company size.
(employees)
69%
19%
Software
9%
Non-profits
7%
Education
5%
4% Telecommunications
4%
Biotechnology
Government
3%
Healthcare
3% 12%
3% Chemicals increase
69%
12%
from 2018 increase
69%13%13%
3% 3%
Transportation
3% United
from 2018States Canada
United States Canada
UK
UK
Energy
3%
Entertainment
17% 2% 2% 2% 2% 7% 7%
Others
China Australia Other
China Australia Other