Commercial Integrator September 2021 - 42

SECURITY SPOTLIGHT
The Value of Monitoring Centers During
Hazardous Weather
Taking advantage of your monitoring center's automation system and staying in constant communication
with your reps and customers is paramount during inclement weather seasons. by Sarah Salazar
WHILE NOT EVERYONE is situated in a
location that is directly affected by coastal
storms, emergency circumstances created
by storms can impact anyone.
The good news is that your monitoring
center should have many tools to help
make this potentially stressful time easier
for you and your team. Taking advantage
of your monitoring center's automation
system and staying in constant communication
with your reps and customers will make
weathering hurricane season a breeze.
First, and foremost (which is something
you see as a recurring theme in many of these
columns), it's important to understand the
procedures your monitoring center has in
place today, and the changes that you should
expect if and when a hurricane approaches.
For instance, it's been my experience that
monitoring centers typically have the ability
to auto-log low priority signals like troubles,
power failures or low batteries so operators
can focus on higher priority signals like
burglary, fire, medical and panic alarms.
In addition to asking your monitoring
center to send you a copy of their emergency
monitoring procedures and understanding
the options you have, make sure to also
ask about the reports you can receive. Be
sure to review them in the morning to see
if any procedural adjustments need to be
made or if any customers need immediate
service before and after the storm.
You can also use your monitoring center's
web portal to check the history of your
customer's accounts to better understand
their needs. If your CRM system integrates
directly into your monitoring stations automation
platform, leverage that resource to
expedite notifications and help your team
stay on top of service calls.
Once you understand the emergency
procedures, ask your monitoring center
if they can establish a dedicated emergency
voicemail box for your company
that provides instructions and emergency
42
You shouldn't have to endure summer's inclement weather alone; your monitoring
center can be an efficient partner.
tips for your customers when they call in
for service. Automatic text, chat and email
notification features may also help to communicate
instructions, signals and dispatch
information to your customers.
These types of automatic notification procedures
can be implemented immediately
by the monitoring center and can significantly
improve communications between
your customer and the monitoring station.
Next, make sure your emergency crew
assigned to provide assistance to your
customers during and after the storm is able
to log into your monitoring center's mobile
app to check signals, place accounts on
test and view account history. It's a good
idea to check your supplies now to ensure
you keep an adequate inventory to expedite
service calls after the storm.
The time to start putting safety information
and updates in your invoices or
newsletters is now. Post information and/
or video tutorials on your website or social
media to show customers how they can
prepare for an emergency situation while
also giving them information on what your
company is doing to help ensure safety.
Commercial Integrator SEPTEMBER 2021
These types of preventative measures
can help lessen the burden for your
emergency crew and help your customers
understand and prepare in case an emergency
situation should occur.
Finally, be sure to communicate all
changes in staffing or procedures to your
monitoring center so your needs are met
appropriately and let them know what to
do with service requests in case you or your
team cannot be reached.
Make sure to also subscribe to the automatic
announcements and notices from your
monitoring center prior to and during the
storm. Once the storm has passed, review
activity reports and information online to help
determine the clients that need assistance.
You shouldn't have to endure summer's
inclement weather alone. Take advantage
of all the tools that your professional monitoring
center can provide to you and your
team.
Sarah Salazar is Account
Manager at United Central
Control.
commercialintegrator.com
UNGVAR/STOCK.ADOBE.COM

http://www.commercialintegrator.com

Commercial Integrator September 2021

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