How Loomis Improves Visibility, Support, and Claim Resolution

About the Organization

Loomis is a global company headquartered in Sweden with a significant U.S. operation spread across more than 150 locations. In the U.S., the company supports cash logistics, ATM services, and face-to-face customer interactions for a wide range of accounts, including national banks and other large customers.

Eric Fernandez, Corporate Risk Manager, oversees safety, security, and business continuity for Florida, Georgia, and Puerto Rico, and also serves as project manager for the Axon rollout across the U.S. His team’s priorities include claim resolution, employee support, customer protection, and operational continuity.

The Challenge

Loomis saw a spike in TLS claims in early 2023. The company knew that training mattered, but leadership believed the problem required more than retraining alone. It needed better visibility into what was actually happening during service stops, stronger accountability in the field, and a better way to prove what took place when customers raised concerns.

Before Axon, Loomis had a visibility gap between in-cab video and customer video, and customer video was not always available when needed. That made it difficult to investigate incidents, resolve claims quickly, or support employees when disputes arose. For a business that handles cash and services ATMs, they also needed a secure camera system because their employees frequently made deliveries in highly secure locations such as bank vaults.

The company also wanted to reduce the burden on managers and supervisors who were stuck in reactive mode and help them focus more on long-term issue prevention. The solution also needed to be efficient. When serving 40-plus customers on every route, reducing time waste was essential.

The Solution

Loomis adopted Axon Body 4 cameras and Axon Respond to support technicians in real time during service stops. Using Watch Me, supervisors can join livestreams, provide guidance and help resolve ATM servicing issues without employees needing to pull out a phone. The capability helps reduce delays, improve schedule adherence and support safer customer interactions.

The company also uses Axon Evidence and redaction tools to manage footage securely and share relevant materials when needed. With footage available quickly after docking, Loomis can review incidents without waiting on customer-provided video. The platform’s security standards have helped Loomis meet customer expectations, where concerns about privacy and security are significant.

A key part of the implementation has been the way Loomis frames the technology internally. Leaders describe the system as a development tool, not a surveillance tool. The objective is not to catch mistakes after they happen; it is to support people earlier, improve performance, and help employees succeed in the field.

Results

Speed and efficiency

Loomis has seen speed and efficiency improve in both their actual operations and follow-up investigations.

Loomis messengers and armored technicians often handle ATM replenishments, cash deliveries, and direct customer interactions. When they run into a new ATM model or a servicing issue, the Watch Me feature allows supervisors to join the livestream and help resolve the problem in real time.

That support reduces delays, helps prevent errors, and protects the customer experience. It also reinforces the company’s desire to keep hands free and avoid using a phone while serving a customer.

Loomis reports that its time spent in research has also dropped dramatically. Previously, the company often had to rely on customer-provided footage, which could take days or even weeks to obtain. With Axon, video can be available within an hour of docking, allowing the team to move more quickly on service review and claim response.

This improvement has helped management spend less time chasing information and more time leading. Eric Fernandez described the effect as giving leadership the ability to “architect” more and spend less time “putting out fires.”

Claim resolution and exposure reduction

Claim resolution was one of the original reasons Loomis adopted Axon. Over the last two and a half years, the company reports an obvious decrease in exposure and booked claims. Although specific numbers cannot be released for security reasons, Loomis did achieve a historical low in TLS claims in 2025.

Loomis has used video evidence to exonerate employees in multiple instances and help them keep their jobs. This capability is essential because field technicians handle cash and work in environments where disputes can quickly become complicated .

Instead of relying on hearsay or customer recollection alone, Loomis can review captured footage and show what actually happened during the stop. That has improved fairness for employees and strengthened the company’s position when responding to claims.

Safety and deterrence

Loomis sees body-worn cameras as both an internal and external deterrent. Externally, the presence of a camera can make would-be bad actors think twice. Internally, it encourages employees to make better decisions because their actions are recorded.

Eric Fernandez also described the tool as a support mechanism that helps field teams do the right thing, rather than as a punishment device. That framing has helped drive adoption and reinforce the culture around the technology.

Training and development

Loomis uses recorded stops to support more targeted coaching and development. Instead of relying on generic retraining, managers can review real incidents with employees and provide specific guidance to improve future performance.

Collaboration with customers and law enforcement

Loomis has also improved collaboration with law enforcement by sharing footage and case files through Axon Evidence. Officers can access organized digital evidence without relying on USB drives or in-person transfers, helping reduce friction during investigations.

Conclusion and Looking Ahead

Loomis is still completing its U.S. rollout of Axon Body 4 cameras, but the company already views Axon as a core part of its operating model. The platform has helped reduce claim exposure, improve investigations and support employees in the field.

Looking ahead, Loomis plans to expand its use of Axon technology across the organization, including evaluating Axon Vision and additional body-worn camera deployments within cash management operations.

For Loomis, Axon technology has become more than an evidence tool. It is helping the organization operate more efficiently, respond more proactively and better support the people who keep cash moving.