SSI serves security installing contractors providing systems and services; surveillance, access control, biometrics, fire alarm and home control/automation. Coverage in commercial and residential product applications, designs, techniques, operations.
Issue link: https://securitysales.epubxp.com/i/141570
s beTHEt of 2013 INSTALLER OF THE YEAR RUNNERS-UP (LARGE COMPANY) BEST Protection 1 Pursues Perfection Protection 1 has transformed from a primarily residential company to serving a range of customers including national account clients in retail, banking and food/hospitality. In 2012, P1 made several key acquisitions such as Integration Logistics and Suntera to serve niche markets in the integrated space. Te f rm employs more than 2,500 people and its 70+ locations include fve world-class call centers monitoring in excess of 1 million accounts nationwide. Impressive indeed, but there's much more to the story and why P1 was named an SSI 2013 Installer of the Year f nalist. Other P1 highlights include: same-day customer onsite service and live customer care operators; approximately 50% higher sales compared to 2011, with 400% growth in multifamily business; leveraging social media marketing and increasing "likes" 100% in just three months; developing, rewarding and retaining employees; sales management trainee and call center mentoring programs; and a robust community service program in which funds donated by employees are matched. "At Protection 1 our employees and their motivation set us apart," says Jamie Haenggi, Protection 1 chief marketing & customer experience ofcer. "We relentlessly focus on the customer experience — delivering what the customer wants, when they want it — keeping our promises and compensating our employees so every day you receive their best. Te combination of advanced technology, high quality service and passion of our P1 leadership is all smiles after being employees make P1." named an Installer of the Year fnalist. P1 A data-centric business model second to none in the industry is another key factor to employs more than 2,500 people and its which management attributes P1's success. It tracks just about every imaginable facet of 70+ locations include fve call centers. company operations and customer care, with the company analyzing results and reacting accordingly on a daily basis. Closer relationships are also fostered as clients appreciate P1's transparency and can interface with their systems as they please. "We've made no secret that we are a data-driven company," says Betsy Scott, vice president, organizational development. "Our 'best practice' is to measure everything, hold people accountable and change things up when the opportunity or need arises." Vector Security Victories Pile Up How accomplished is Warrendale, Pa.-headquartered Vector Security? Having been recognized with a plethora of industry awards through the years, Vector was the only company selected a 2013 f nalist for both SSI Installer of the Year and Integrated Installation of the Year (see page 42). On top of that, CEO Pam Petrow is a member of SSI's Industry Hall of Fame and the f rm was just announced as the f rst repeat winner of the Police Dispatch Quality (PDQ) Award. Vector Security, which was founded more than 40 years ago and employs about 1,500 people, recorded revenues of more than $233 million in 2012 with almost half coming from commercial business that included 7,600+ installations. More than 50% "We really listen to the needs of our cusof Vector's revenues are recurring, much of that associated with its award-winning tomers, and proactively look for solutions central monitoring stations. that address their needs and concerns," As Art Miller, vice president, marketing explains, constant soliciting and monitoring says Vector Security CEO Pam Petrow. of feedback is a hallmark of Vector's success formula. "We do a lot of customer satisfaction surveys," he says. "We have our service and installation technicians leave surveys with their customers, and have incentive programs that encourage and reward exceptional customer service. We also obtain valuable input via ongoing customer feedback to drive overall company performance and improve the customer experience." Other factors that led judges to tab Vector Security as an Installer of the Year f nalist include: better serving customers by using scheduling and routing software to optimize scheduling, reduce travel time for technicians, and allow them to test alarms via smartphones; fostering a culture of communication using monthly reviews, supervisor "ride-a-longs" that give technicians immediate feedback, and town hall meetings; and emphasizing community and industry trade group participation. While security technology is great, for Petrow it all comes down to doing right by the customer. "We really listen to the needs of our customers, and proactively look for solutions that address their needs and concerns," she says. "Listening to the customers and not being driven by technology for technology's sake is critical to making the right long-term decisions." 50 / SECURITYSALES.COM / JULY 2013