Security Sales & Integration July 2023 - 6

Between Us Pros
scott.goldfine@emeraldx.com | @SSIeditor
Driven to Reduce
Drive Time
The packed
room of
attendees was
immediately
captivated by
the revelation
that in just one
year a Bates
project manager
saved more
than $236K in
truck rolls.
Editor-in-Chief and
Associate Publisher Scott
Goldfine, an Industry Hall
of Famer, has spent 25
years with SSI.
6
▶ THERE IS NO SHORTAGE of trade shows,
conferences and other events dotting the electronic
security calendar. People used to bellyache
about that high volume, but I believe the pandemic
has - at least for now - made industry
professionals grateful and eager to be able once
again to travel and engage face to face evaluating
products, enhancing their knowledge, pursuing
new opportunities and networking among peers.
This has been evident going back to 2022 and
the momentum has continued to build through
events like this year's ISC West, PSA TEC and,
most recently, ESX (see In Depth on page 8).
Last year's ESX show in Fort Worth, Texas,
was the first installment I have missed in its 15year
history. Thus, it was especially good to get
back into the swing with the 2023 edition that
took place in Louisville, thereby allowing me to
step onto Kentucky soil (actually concrete) for
the first time. I have long appreciated ESX's high
caliber of company leader attendees, its relaxed
atmosphere and strong education tracks. This
year was no exception, and one of the most fascinating
and valuable presentations was " 6 Ways to
Reduce Truck Rolls, Optimize Field Services and
Increase Customer Satisfaction. "
Hosted by Bates Security (headquartered local
to the event in Lexington) representatives
Cindy Ponder and Misty Barker, the packed
room of attendees was immediately captivated
by the revelation that in just one year a Bates
project manager saved more than $236,000 in
truck rolls. After audience members said sending
a technician into the field for a service call
costs them $80-$120, the presenters blew their
minds by sharing that the true cost tops $400!
The most common causes for wasted truck rolls,
according to the presenters, are no pre-call at
40%, followed by parts challenges (35%) and
incorrect diagnosis (25%).
The key to determining the full, actual expense
of rolling a truck takes into account variables including
fuel, maintenance, insurance, utilization
costs of the tech or personnel involved, and opportunity
costs (the time employees could have
Security Sales & Integration JULY 2023
been used to take care of another customer). Labor
costs also must be taken into consideration
including worker benefits, worker's comp, uniforms,
travel time and a dispatcher's time.
Among the remedies is analyzing and improving
labor cost efficiency. This includes identifying
low utilization percentages, reviewing go-backs
and trips to the office, and having same-day close
goals. A dealer's or integrator's organization must
all be in sync to optimize service operations, including
effective companywide communications
that account for parts needs, traffic conditions
and jobsite information. Sales, HR and finance
must also understand where inefficiencies can
bog down processes.
Specific to the techs themselves, they cannot
undertake enough training. Other key factors include
having full and correct inventory on trucks,
doing pre-calls (e.g., site readiness, network logons/passwords,
reviewing service with customer,
set expectation), reviewing job tickets and signing
off on parts and using checklists (e.g., specific
systems, onsite walk-through, closeout).
Regarding salespeople, best practices include
implementing a site conditions worksheet that
incorporates a description and special requirements,
subcontractor info/deployment, jobsite
info (e.g., site contact, ceiling type, accessible
hours, drawings, safety requirements), and customer
expectations.
For project managers and schedulers, there are
five critical points. You want to make sure the
skill sets of techs align with the job at hand. Also,
plan for contingencies, provision properly, review
labor and parts on the job, and supervise sites.
Finally, on the customer service side - in
addition to some of today's diagnostic troubleshooting
tools - there are several best practices
to lessen truck rolls. It was recommended to use
checklists, have reps attend technical trainings
along with technicians, invoke dynamic dispatching
in which calls can be juggled on the
fly, remotely train customers, and allow for remote
logins.
The last piece of advice to get everyone onboard
is to try offering financial or achievement
incentives and to run contests that help make it
competitive and fun for employees. For example,
Bates Security has found success with its Save the
Truck Roll campaign.
Best of luck keeping your vehicles at rest and
bottom line expanding!
securitysales.com
http://www.securitysales.com

Security Sales & Integration July 2023

Table of Contents for the Digital Edition of Security Sales & Integration July 2023

Security Sales & Integration July 2023 - Bellyband1
Security Sales & Integration July 2023 - Bellyband2
Security Sales & Integration July 2023 - Cover1
Security Sales & Integration July 2023 - Cover2
Security Sales & Integration July 2023 - 1
Security Sales & Integration July 2023 - 2
Security Sales & Integration July 2023 - 3
Security Sales & Integration July 2023 - 4
Security Sales & Integration July 2023 - 5
Security Sales & Integration July 2023 - 6
Security Sales & Integration July 2023 - 7
Security Sales & Integration July 2023 - 8
Security Sales & Integration July 2023 - 9
Security Sales & Integration July 2023 - 10
Security Sales & Integration July 2023 - 11
Security Sales & Integration July 2023 - 12
Security Sales & Integration July 2023 - 13
Security Sales & Integration July 2023 - 14
Security Sales & Integration July 2023 - 15
Security Sales & Integration July 2023 - 16
Security Sales & Integration July 2023 - 17
Security Sales & Integration July 2023 - 18
Security Sales & Integration July 2023 - 19
Security Sales & Integration July 2023 - 20
Security Sales & Integration July 2023 - 21
Security Sales & Integration July 2023 - 22
Security Sales & Integration July 2023 - 23
Security Sales & Integration July 2023 - 24
Security Sales & Integration July 2023 - 25
Security Sales & Integration July 2023 - 26
Security Sales & Integration July 2023 - 27
Security Sales & Integration July 2023 - 28
Security Sales & Integration July 2023 - 29
Security Sales & Integration July 2023 - 30
Security Sales & Integration July 2023 - 31
Security Sales & Integration July 2023 - 32
Security Sales & Integration July 2023 - 33
Security Sales & Integration July 2023 - 34
Security Sales & Integration July 2023 - 35
Security Sales & Integration July 2023 - 36
Security Sales & Integration July 2023 - 37
Security Sales & Integration July 2023 - 38
Security Sales & Integration July 2023 - 39
Security Sales & Integration July 2023 - 40
Security Sales & Integration July 2023 - 41
Security Sales & Integration July 2023 - 42
Security Sales & Integration July 2023 - 43
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Security Sales & Integration July 2023 - 45
Security Sales & Integration July 2023 - 46
Security Sales & Integration July 2023 - 47
Security Sales & Integration July 2023 - 48
Security Sales & Integration July 2023 - 49
Security Sales & Integration July 2023 - 50
Security Sales & Integration July 2023 - 51
Security Sales & Integration July 2023 - 52
Security Sales & Integration July 2023 - 53
Security Sales & Integration July 2023 - 54
Security Sales & Integration July 2023 - 55
Security Sales & Integration July 2023 - 56
Security Sales & Integration July 2023 - 57
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Security Sales & Integration July 2023 - 61
Security Sales & Integration July 2023 - 62
Security Sales & Integration July 2023 - 63
Security Sales & Integration July 2023 - 64
Security Sales & Integration July 2023 - Cover3
Security Sales & Integration July 2023 - Cover4
https://www.nxtbook.com/emerald/securitysales/august_2023
https://www.nxtbook.com/emerald/securitysales/july_2023
https://www.nxtbook.com/emerald/securitysales/june_2023
https://www.nxtbook.com/emerald/securitysales/may_2023
https://www.nxtbook.com/emerald/securitysales/april_2023
https://www.nxtbook.com/emerald/securitysales/march_2023
https://www.nxtbook.com/emerald/securitysales/february_2023
https://www.nxtbook.com/emerald/securitysales/january_2023
https://www.nxtbook.com/emerald/securitysales/december_2022
https://www.nxtbook.com/emerald/securitysales/november_2022
https://www.nxtbook.com/emerald/securitysales/october_2022
https://www.nxtbook.com/emerald/securitysales/september_2022
https://www.nxtbook.com/emerald/securitysales/august_2022
https://www.nxtbook.com/emerald/securitysales/july_2022
https://www.nxtbook.com/emerald/securitysales/june_2022
https://www.nxtbook.com/emerald/securitysales/may_2022
https://www.nxtbook.com/emerald/securitysales/april_2022
https://www.nxtbook.com/emerald/securitysales/march_2022
https://www.nxtbook.com/emerald/securitysales/february_2022
https://www.nxtbook.com/emerald/securitysales/january_2022
https://www.nxtbook.com/emerald/securitysales/december_2021
https://www.nxtbook.com/emerald/securitysales/november_2021
https://www.nxtbook.com/emerald/securitysales/october_2021
https://www.nxtbook.com/emerald/securitysales/september_2021
https://www.nxtbook.com/emerald/securitysales/august_2021
https://www.nxtbook.com/emerald/securitysales/july_2021
https://www.nxtbook.com/emerald/securitysales/june_2021
https://www.nxtbook.com/emerald/securitysales/may_2021
https://www.nxtbook.com/emerald/securitysales/apr_2021
https://www.nxtbookmedia.com