Transforming Security Operations in Major Malls with icetana AI

Security in large shopping malls comes with challenges, from managing thousands of cameras to coordinating teams across multiple properties.

In a recent interview, icetana’s Customer Experience Manager, Katherine Porter , spoke with the Senior Technology Manager of one of the Middle East's leading shopping mall groups.

For privacy reasons, both the name of the mall group and the manager have been kept anonymous. However, they graciously shared their experience of transforming their security operations with the help of icetana AI.

Interview Highlights

Katherine: Could you tell us about your role and the scale of operations you oversee?

Senior Technology Manager: I oversee the technological aspects of several major malls. This includes managing systems ranging from parking to security, across multiple properties.

Challenges Before icetana AI

Before adopting icetana AI, the mall group struggled to monitor over 4,000 cameras spread across various control rooms effectively. With multiple operators managing different areas, keeping track of all the camera feeds was virtually impossible.

"It was very difficult to manage so many cameras in different control rooms. We had small teams, and it was practically impossible to monitor everything in real-time. Operators would often miss important incidents, which we only discovered later during post-event investigations," the Technology Manager explained.

This reactive approach to security created significant pain points for the team, with the sheer volume of camera footage overwhelming the operators.

The Solution: Centralised Security with icetana AI

The group eventually centralised its security operations and implemented icetana AI to streamline the process. With icetana’s real-time anomaly detection system, they were able to prioritise important video feeds and drastically reduce operator workloads.

"Once we centralised the system and adopted icetana AI, efficiency increased drastically. The main feature that stood out to us was icetana’s black-screen approach. It allowed our operators to focus only on important events, rather than having to watch all camera feeds all the time," the Technology Manager shared.

This meant that icetana’s AI would notify operators when something unusual occurred, enabling them to respond quickly and effectively.

Key Benefits Experienced

1. Improved Efficiency: Centralising operations and using icetana AI enabled the team to significantly reduce the number of operators required. “We now have around 12 to 14 operators monitoring thousands of cameras across several properties, which is much more efficient than our previous setup,”
2. Real-time Alerts: icetana’s AI-driven alerts allowed the team to be proactive. “If there’s an incident, like two people arguing or running, icetana flags it immediately, allowing us to take action before things escalate.”
3. Predictive and Proactive Monitoring: icetana helped the team move from a reactive to a proactive security model. “Before icetana, we would only know about incidents after the fact. Now, we can identify and address issues like property damage or misuse of areas as they happen, saving us time and resources.”

Adapting to the New System

Switching to a centralised system and using icetana AI has been a significant change for the team, but the benefits have made it worthwhile.

"Our operators have adapted well to the new system. They are no longer tied to monitoring every camera and can focus on real-time events," explained the manager.

Furthermore, the team has found icetana’s ongoing updates and feature improvements beneficial.

“Whenever we provide feedback, icetana is quick to develop new features that meet our needs, which makes the system even more efficient for us.”

A System to Recommend

The Senior Technology Manager highly recommends icetana AI to other mall operators.

“Once you start using icetana and see the improvements in efficiency and how well it integrates, it’s hard to go back to the old ways. We’ve been using icetana for almost two years now, and it’s made a big difference in how we manage security.”

At icetana AI, we are committed to helping our customers improve their security operations with advanced AI solutions. This interview highlights just how transformative icetana can be for large-scale security environments.

If you’d like to learn more about how icetana can support your security operations, visit our website or book a meeting with us for more information.