Security Sales & Integration August 2023 - 6

Between Us Pros
scott.goldfine@emeraldx.com | @SSIeditor
Marvels Expose
Nemeses
" We rely
on external
services such
as phone
carriers for
communication,
and any
disruptions or
outages can
impact our
operations. "
- Steven Coppola,
Statewide Central
Station
▶ ONE COULD MAKE the argument that
the security industry's deepest and highest concentrations
of technologies can be found in its
central monitoring stations - particularly the
wholesale, third-party providers focused on an
ever-expanding array of recurring revenue services
and solutions. This has long been the case
due to the need to maintain mission-critical signal
processing and communications capabilities
under even the most demanding circumstances.
But it has been driven to new and constantly
evolving heights due to major tech advances, especially
developments like video, Cloud and AI.
These dynamics have made SSI's annual Monitoring
Issue a thrilling proposition. At the heart of
that is this month's cover story on the Monitoring
Technology Marvel Award - a program under
the stewardship of TMA and SSI - which spotlights
centers that are transforming the industry. I
thought it would be telling to ask these leaders to
identify their top three challenges and how they
are managing them.
Woodie Andrawos, President, National
Monitoring Center (NMC): NMC is proactively
addressing three significant risks: labor shortages,
consolidation in the marketplace and technology
advancements. To combat labor shortages, we are
investing in training and development programs
to enhance the skills of the existing workforce and
attract new talent to fill critical roles. In response
to consolidation, NMC is exploring strategic
partnerships and collaborations to strengthen
our market position and expand our capabilities,
ensuring we remain competitive and adaptable.
We embrace continuous learning, encouraging
Editor-in-Chief and
Associate Publisher Scott
Goldfine, an Industry Hall
of Famer, has spent 25
years with SSI.
6
employees to enhance their abilities and foster a
culture of innovation. By addressing these risks
head-on, NMC demonstrates its commitment to
maintaining a strong workforce, staying competitive
amidst market changes, and leveraging technology
to provide cutting-edge solutions.
Holly Shenk, COO, Edgeworth Security:
Hiring and retaining talent is always a challenge,
especially finding people to grow with us. We
have been working with recruiting firms and
Security Sales & Integration AUGUST 2023
finding creative ways to retain in-house talent to
help keep up with the demand.
Next would be finding and testing new technologies.
There's so many new video analytics,
weapon detection, facial detection and other
security tech that has come out. Finding what
actually works and testing it thoroughly can be
challenging while keeping pace with everyday
operations. Luckily, we have an in-house team
that can go to test sites to vet these technologies.
Lastly, we are working to integrate and develop
new procedures for our Hybrid Executive Protection
with Remote Guarding services. We are one of
very few companies, if not the only one out there,
that can offer a unique security package like this.
We have had to go through some trial and error
to understand how best to complement one
another. We have a great team in place that has
been working to develop new SOPs and best
practices so this service can be an elite offering.
Steven Coppola, Co-President, Statewide
Central Station: First is dependence on third-party
services. We rely on external services such as
phone carriers for communication, and any disruptions
or outages can impact our operations.
To address this challenge, we maintain open lines
of communication with our service providers,
promptly report any issues and closely monitor
their resolution progress. Additionally, we have
backup communication systems to ensure continuity
during unforeseen service interruptions.
Second is accommodating different dealer
preferences. Each dealer may have unique product
preferences and procedures. To navigate this,
we prioritize clear and regular communication
with our dealers to understand their specific
requirements. We strive to accommodate their
preferences while ensuring compliance with industry
standards and regulations. By fostering
strong relationships and actively listening to our
dealers, we can adapt our processes.
Third is adhering to regional procedures and
codes, especially as we expand into different areas.
To overcome this challenge, we invest significant
effort in researching and staying updated
on local regulations and requirements. We collaborate
closely with local authorities and industry
associations to ensure compliance and maintain
a comprehensive understanding of regional procedures.
Regular training and knowledge-sharing
sessions with our staff help us stay aligned with
specific area codes and procedures.
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Security Sales & Integration August 2023

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