Incident Management & Investigations

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A total solution for safety, security and crisis management teams.

Navigate crises, maintain continuity

Incident management & investigations (IMI) is a framework designed to help organisations prepare for, respond to, and recover from incidents and conduct thorough investigations into the causes and impacts of these events. Organisations face unprecedented, unpredictable incidents arising from crime, operational failures, regulatory and compliance issues, human-caused incidents, and everyday accidents – all of which can disrupt business operations and potentially endanger people’s safety. IMI focuses on systematic approaches to incident detection, immediate response actions, detailed investigations to understand root causes, and implementing measures to prevent recurrence and improve overall resilience.

Zinc’s platform empowers organisations to take control, reduce cost, and accelerate recovery during crises.

Our platform, ‘SYNAPSE’ provides a single pane of glass supporting real-time information gathering, communication, and decision-making tools to manage emergencies, ensuring employee safety, operational continuity, and minimising impact. Progressive CXOs and boards who demand the highest level of control are implementing SYNAPSE into their operational risk management strategies to protect against all types of anticipated and unforeseen incidents and critical events.

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Used by world-leading organisations


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Our incident management & investigation platform
proactively builds resilience.

For organisations operating in complex environments, who manage people safety, physical security, crisis management, compliance and critical communications and demand the highest levels of control.

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Rapid reporting, communication, action and response, reducing impact.

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Centralised management of critical events for effective decision-making.

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Proactive readiness with the enhanced ability to withstand and adapt.

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Rapid return to normal operations with a single-pane-of-glass.

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Award winning

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Our innovative solutions set industry standards, earning us accolades and trust worldwide. CXO and boards can be assured they are working with ‘best in class’ technology.

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Operate seamlessly on-the-go with our mobile app.

  • Simple to use and intuitive experience
  • Rapidly capture and report incidents & critical events
  • Quick customisable touch-points and selections
  • Upload evidence, photos, videos & files instantly
  • Capture involved parties covering offenders, victims & witnesses
  • Receive realtime alerts and notifications
  • Conduct tasks and keep track of activities
  • Adapts realtime data based on your location
  • Works offline with an automated smart sync feature


Command, control, communicate and analyse

  • Complete visibility of all critical events & activities
  • Auto-escalate and trigger notifications in seconds
  • Understand the impact and who is involved
  • Force standard/emergency operating procedures
  • Drive performance through task management
  • Live dashboards for making informed decisions
  • Historical data analysis
  • Full audit trail and accountability

A single pane of glass

  • Unified data providing a ‘single pane of glass’
  • Automation and orchestration of critical events
  • Understand your data with advanced filtering
  • Build dynamic live dashboards to visualise data

Our incident management & investigation platform
has an unrivalled feature set.

Our platform, known for its agility and high configurability, leads in innovation. It seamlessly adapts to your operational processes, providing you with a comprehensive suite of essential tools. Moreover, our dynamic community of customers influence our roadmap guaranteeing that every customer remains at the forefront and is supported.

Report a wide range of events, create bespoke event types, forms, questions & end-to-end process flows.

Automate & orchestrate processes, standard/emergency operating procedures, tasks and notifications.

Data Restrictions
Management and control over user access & permissions defining which user group can use specific features.

Assignment to individuals and teams based on priority levels to determine the most effective response.

Visualise the location of the event, threats and nearby locations using an integrated mapping tool.

Define severity & priority levels and enable escalation protocols based on the impact to location, operations and brand.

Apply a score weighting to a particular question response providing a total score for driving quick and accurate escalation.

Use statuses to manage the stages and processed required of an event to move it from start to finish.

Automatic or manually triggered alerts and notifications using a wide range of communication methods.

Two-way comments and notes capability to log summaries of the essential facts, elements and decisions.

Streamline the planning & tracking of tasks to ensure designated actions are completed & deadlines are met.

Media, Files & CCTV
Upload a wide range of files to support an event including media, documents, CCTV of any size from any device.

Collate, consolidate, track and manage all evidence centrally ensuring it is handled securely and in a compliant way.

Involved Parties
Capture of suspects, offenders, organised groups, victims, injuries, witnesses, vehicles and emergency services.

Linking of events and entities together, with configurable link relationships, allowing for a investigations to see the bigger picture.

Formalised responses, statements, checks, sign-offs, forms and processes can be setup and enforced.

Link, schedule or conduct proactive compliance activities, risk assessments, and audits as a response to events

Log all losses as a consequence of an event - from time-based costs, purchased resources to damages and stock losses.

Recovery tools and procedures to rapidly restore operations and/or recover losses through civil recovery.

Translate content to over 100 languages so wherever your event occurs, it can be accurately recorded and translated instantly.

Audit Timeline
Transparency of all updates, actions and activities conducted on an event, displayed in a clear timeline.

Powerful filtering facility and advanced query builder that allows users to customise search criteria, filter and interrogate data sets

Map key metrics and unlimited reporting suites and dashboards using flexible widgets - add lists, counts, graphs & maps.

Share & Export
Share events with team members, export to branded PDFs or interface with 3rd party systems via API endpoints.

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Why Zinc?

Mobilise rapidly and join our community of world-leading customers. Gain clear return on investment and drive success across your organisation by implementing Zinc's innovative platform that can be easily adapted to solve your specific challenges.

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Loved by users
Outstanding usability and flexibility, ensuring a positive experience every time.

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Agile & innovative
Consistently delivering cutting-edge solutions evolving market and customer needs.

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Reliable & secure
Highly trusted for reliability and robust security - providing complete peace of mind.

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World-class support
Delivering exceptional rapid support, assistance - ensuring customer satisfaction.

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Join our community
Where ideas, collaboration, and shared growth thrive. Connect, learn, and innovate with us.

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See it in action.
Request a demo today

Incident management & investigation is essential across a number of sectors. It provides real-time tools for crisis detection, analysis, communication, and response, enhancing operational continuity, asset protection, and safety for all stakeholders in the face of emergencies. Scroll through and select your sector of choice to learn more.

CEM is crucial for real estate portfolios because it safeguards assets, reduces liabilities, enhances reputation, ensures compliance and mitigates risks.

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Where tall buildings define skylines, the significance of CEM cannot be overstated, housing large people populations and ensuring their safety is paramount.

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A CEM is crucial for publicly accessible locations - it helps to safeguard people, enhances reputation and experience, and ensure regulatory compliance.

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Within holistic security models, it is critical for Security & FM organisations to have a CEM platform that protects its staff and the vested interests of its clients.

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A CEM can help resolve the unprecedented challenges within retail, including the rise of violence and crimes that is causing substantial financial strains.

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A CEM can support dynamic environments such as film studios, where potential risks, accidents, security threats, and emergencies can be mitigated.

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A CEM will help protect valuable assets and manage any type of critical event in a building by implementing the highest level of command, control and communication.

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CNI is the lifeline of our nation, underpinning economic prosperity, public safety, and national security – implementing resilient CEM system is of paramount importance.

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First responders require a CEM to effectively respond and manage critical events, such as natural disasters, accidents, and public emergencies.

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Critical Event Management
Frequently Asked Questions

SYNAPSE boasts a modular design, integrating both incident management and CEM features seamlessly. With user-friendly deployment and minimal client resource requirements, organisations can tailor their solutions to suit their specific needs. Whether opting for incident management, mass notification, or comprehensive CEM, SYNAPSE offers flexibility and scalability. Its evolutionary nature allows for continuous adaptation, ensuring long-term relevance and affordability.

Key elements include:

  • Incident Management
    • Security & Crime
    • Health & Safety
    • Building Operations
    • Threats
  • Emergency Response
  • Mass Communication
  • Command & Control
  • Public Safety
  • Compliance
  • Integrations (Alarms, Trackers etc.)

A CEM platform addresses ineffective and fractured ‘tech stack’ structures. Too often, these are critical activities (incident reporting, compliance and communications) managed through a combination of manual processes, siloed multi-systems, systems that are not fit for purpose and so complex an IT degree is required, as well as poor process. All leading to multiple points of failure and risk.

A CEM platform provides an integrated approach to the management of critical events. It will support teams in the preparation, response, and recovery from events that impact continuity, operations, and safety. In this way, a CEM system intersects incident management, emergency response and communications, risk intelligence and management, as well as crisis management and business continuity.

A CEM platform will support safety and security leaders who manage commercial buildings & corporate estates by providing;

Connected teams:
Provides a consistent and integrated approach to communication enabling security team to effectively manage communication and provide rapid guidance during an incident.

The gift of time and control:
Does the heavy-lifting and gives back the 'gift of time and control’. The digitalisation and unification of critical events, drives compliance and efficiency in the prevention, detection, response and recovery of an incident.

Peace of mind:
Instils confidence in the location’s ability to respond effectively to emergencies, fostering a sense of security among staff, occupants, tenants & visitors.

Proactive and reactive safety & security management:
Provides an integrated framework for resilience planning, scheduling, early detection, rapid response, control, communication, collaboration and resource allocation.

Data effectiveness:
Demonstrates the effectiveness of your safety and security measures in a building by presenting the following data*

  • Hotspot locations & trending analysis (time, level, activity)
  • Incidents reported to the police or building security
  • Completion of patrols, audits and checks
  • False alarms (fire or intruder)
  • Successful fire or evacuation drills (audit trail of time and actions)
  • Interactions with occupants (including complaints and requests for assistance or advice—an indicator of the readiness of tenants to contact security).

  1. Early detection & threat identification:
    Allowing security teams to proactively address and mitigate risks, preventing them from escalating into major incidents.
  2. Rapid response & decision-making:
    Acting as a centralised hub for data collection and analysis, decision-making is more effective, preventing harm and minimising damage.
  3. Improved communication & collaboration:
    Seamless communication and collaboration ensure that the right people have access to the right information at the right time, enhancing coordination and response effectiveness.
  4. Resource allocation & deployment:
    Security personnel, emergency responders, and assets can be deployed where they are needed most, optimising the security response.
  5. Enhanced situational awareness:
    Gaining situational awareness by aggregating data from multiple sources provides security teams with a comprehensive understanding of the evolving situation to make informed decisions against.
  6. Business continuity and resilience:
    By identifying vulnerabilities and preparing for critical events, you can minimise disruptions to operations and recover more quickly.
  7. Regulatory compliance:
    Helping the location to meet these requirements by pre-defining process, documenting incident response procedures and maintaining records.
  8. Insurance claims:
    A CEM system enhances responsiveness, efficiency, transparency, and collaboration - ultimately expediting and supporting a smoother claim and loss adjustment process for insurers.
  9. Continuous improvement:
    Allowing the institution to learn from past events and improve their security protocols and become more resilient over time.
  10. Security system & building management system integrations:
    A connected eco-system will deliver a unified response to an event, enable the automation of process, and provide data in one place for action and insight.

While major incidents often draw significant attention due to their scale, smaller events can also have a substantial impact on building operations, occupant safety, and the overall reputation of the building, contracted security firm, facilities management (FM) provider and managing agent. Addressing and mitigating all impactful incidents are crucial for maintaining a safe and efficient building environment.

Smaller critical events include:

Elevator malfunctions:
Given the reliance on elevators in commercial buildings, malfunctions or breakdowns can cause significant disruptions and safety concerns. Regular maintenance and quick response to such incidents are necessary.

Theft and vandalism:
Goods or deliveries left unattended can be targets for theft or vandalism. High-value items or packages left unsecured are particularly at risk.

Vehicle-related risks:
Vehicles entering and exiting the loading bay can pose risks, including accidents, collisions, or intentional vehicle-related threats like ramming attacks.

Water leakage:
Water leaks or plumbing issues, even if localised, can cause damage to multiple floors, impacting occupant comfort and requiring immediate maintenance.

Security breaches:
Instances of unauthorised access or security breaches, though smaller in scale, can compromise building safety protocols and require immediate attention to prevent future occurrences.

Communications failures:
In the event of communication breakdowns, such as phone or internet service disruptions, coordination of emergency responses and communication among occupants and emergency services can be challenging.

Minor fires or false alarms:
Even small fires or false alarms can cause evacuations, disrupting normal operations and raising concerns about fire safety systems.

Potential major critical events include:

All commercial buildings face significant fire risks due to the number of occupants, complex infrastructure, and potential for rapid spread. Fire safety measures, including sprinkler systems, fire-resistant materials, and evacuation plans, are crucial.

Structural failure:
Any compromise in the structural integrity, whether due to design flaws, construction age, natural disasters (such as high winds), or construction issues, can lead to catastrophic consequences.

Power outages:
Loss of power can disrupt essential services like elevators, lighting, and HVAC systems. Backup power generators are crucial to maintaining basic functionalities during outages.

Medical emergencies:
With a high density of occupants, medical emergencies like heart attacks or accidents can occur. Having trained personnel, medical kits, and easy access for emergency services is vital.

Natural disasters:
Buildings in earthquake-prone areas face risks of structural damage. Floods, hurricanes, and other natural disasters can also pose threats, requiring specific safety protocols and building designs to mitigate these risks.

Protests, activism & civil unrest:
Can impact a building by disrupting operations, posing security challenges, potential damage, hindering access, and raising safety concerns for occupants, affecting the building's reputation and value.

Locations can be targets for terrorist attacks, including bombings or deliberate plane crashes. Security measures and emergency response protocols are essential to mitigate such risks.

A Control Room or Security Operations Centre:
A Control Room or Security Operations Centre tends to serves as the nerve centre for monitoring and managing all building risks, operations and systems. Highly trained operators respond to emergencies, centrally managing and coordinating incident response and critical communications through pre-authorised, automated operating procedures.

Gold Command:
The Gold Commander serves as the overall incident commander during emergencies receiving escalated incident alerts and issue tasking. They coordinate response efforts, allocate resources, and make critical decisions to ensure the safety of occupants. Their role is crucial in managing complex incidents such as fires, evacuations, or other emergencies.

Occupiers or Occupier Leads
Occupier leads in tall buildings play a vital role in tenant safety and satisfaction. They liaise with building management, ensuring that tenant needs are met, safety measures are followed, and evacuation plans are understood. They also facilitate communication during emergencies and provide valuable input for building operations and security improvements.

Front of house:
The role of front of house in a commercial building encompasses managing the reception area, greeting and directing visitors, handling inquiries, and ensuring a welcoming atmosphere. They play a crucial part in security by monitoring entry points and may also coordinate mail, deliveries, and maintain the appearance of the lobby area.

Building management teams:
Oversee operations, maintenance, and tenant services, ensuring smooth functioning and occupier safety and experience. Teams include Engineering, Housekeeping/Cleaning, Logistics, Post Room and Lobby. Teams receive critical alerts with linked instructions, role specific incident reporting (i.e. lift entrapments or unclean areas) and the allocation of incident-related tasking.

Security Teams:
Responsible for safeguarding people, assets and brand. Their assignment instructions vary from monitoring access, conducting patrols, responding to incidents, medical emergencies, enforcing policies and completing standard/emergency operating procedures (SOPs/EOPs) when required. Their role ensures a secure environment for occupiers and visitors contributing to overall safety and well-being.

Loading Bay:
A critical role in facilitating the smooth transportation of goods - managing incoming and outgoing deliveries, ensuring efficient loading and unloading processes. These teams are responsible for maintaining safety protocols, controlling access to the loading area, and preventing congestion - contributing to uninterrupted building activities, tenant satisfaction, and minimising disruption.

Head Office/Central Management:
Head Office gains streamlined crisis management, enhanced communication, and real-time insights, ensuring swift, coordinated responses, minimised operational disruptions, and safeguarded assets. This results in improved resilience, compliance, and strategic decision-making across the organisation.

Typically customers will be up and running within 2-4 weeks depending on the level of configuration you require. You will experience a seamless onboarding process with us that includes a swift setup, intuitive configuration, user-centric training, straightforward reporting, and dedicated support to assist in every step.

  1. Planning
    • Kick-off meeting and initial discovery
    • Data templates provided
  2. Initiation
    • Platform installation with out-the-box workflows
    • Your organisation's branding and colours applied
    • Setup of organisation's hierarchy - locations, people, roles
  3. Execution
    • Any workflows you require to be customised or added
    • Permissions and data restrictions configured
    • Notifications customisation
  4. Handover
    • Stakeholder demo
    • Training
    • Testing and pre-launch checks
  5. Launch

Centralising safety & security in one unified platform

Navigate Crises, Maintain Continuity

Incident Management & Investigations

Inform Quickly, Protect People

Mass Notification & Communications

Promote Wellness, Prevent Hazards

Workplace Health & Safety Management

Secure Operations, Ensure Compliance

Compliance & Patrol Management

You are In safe hands

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