Security Sales & Integration August 2022 - 51

When did you first start providing
central station monitoring services to
your subscriber base, and when did you
change your delivery of these services and
engage with a host central station?
Tucker: We began in 1980 and changed in 2015.
Ghazarian: We started in 1997, initially with
the assistance of BSG. Then changed to directly
with our host central station in 2022.
What were some of the advantages gained
in making that transition?
Tucker: We were looking for a solution that provided
more than just an " answering service. " We
also wanted value-added services like technical
redundancy and technical resources, both human
and state-of-the-art equipment/services. We
also did not want to completely divorce ourselves
from the client interaction with alarm responses.
Ghazarian: Reduced cost without a third party,
improved data resiliency, 24/7 staffed support,
full-load monitoring features that include dealer
access technology and customer engagement for
TSCL staff and our clients.
What are examples of how the hybrid delivery
of services has improved offerings?
Tucker: Instant data whenever there is a query
or investigation into an event that can be provided
to the end user. The ability of an end user to
access their information directly if they choose
to do so. Also, easy access to our vendor with
prompt responses and action.
Ghazarian: Clients are happy to see a local
number and it gives them peace of mind, also
with a direct number to contact support is a plus.
What are examples of how your new
hybrid approach has benefited other areas
of your business?
Tucker: Redeployment of resources to other areas
of the company toward additional revenue
generation.
Ghazarian: From dealing directly with Rapid,
we are more in command with getting reports,
etc. for clients. Having a direct contact number
has improved us being able to get back to our
clients in a timely matter. Also, as we recently
made the transition directly with Rapid, we will
be able to be more valuable to clients as we roll
out the marketing plan.
What were some challenges you had to
navigate during your decision process and
securitysales.com
in migrating to this new platform?
Tucker: Staff redundancies, finding the right
partner to provide the hybrid solution, which
was not common at the time, and dealing with
our clients who were accustomed to speaking
with a local operator versus overseas. Many of
our clients were on a first name basis with our
operators. This was a major issue for a small community.
The actual process required logistical
planning among us, the partner, and numerous
telecommunications and IT service providers. It
takes planning and efficient communication and
having the right people onsite on " D-Day. "
Ghazarian: The challenges were timeframe
related as I didn't know it required so much
background work with data, etc. But the team
handled it well and as my first opportunity to
work with the Rapid team I also learned a lot.
In meeting with the team there weren't many
hurdles in making the decision.
How did redundancy, diversity,
automation platform, value-added
services, MEW factor mandates and
resiliency of services affect your decision
on selecting a host provider?
Tucker: All of them played a factor, but really it
boiled down to comfort level and trust that the
host provider could deliver what you wanted on
time and at a consistently high level. The relationship
developed through dialogue, visits to
facilities and meeting the people who would be
handling the account is very important.
Ghazarian: As for redundancy, this would be
considered warm as we have a backup system to
our active SurGuard receivers. So with Rapid
redundant systems, all their lockstep features
Moving to a hybrid model
brought The Security Centre
Ltd. reduced cost without a
third party, improved data
resiliency, 24/7 staffed support
and full-load monitoring
features.
With some great
innovation
we designed
and adopted a
structure that
can be duplicated
anywhere in the
world.
AUGUST 2022 Security Sales & Integration
51
http://www.securitysales.com
Security Sales & Integration August 2022

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