Security Sales & Integration October 2021 - 25

that allows us to identify and manage customer
locations with repeat alarm issues. This software
also allows our technicians to remotely view account
history, individual zone alarms or trouble
conditions, as well as immediately put systems
in " test " mode prior to servicing any system.
Additionally, we have a close relationship
with CMS where they regularly ask us to provide
feedback and information related to the
services and technology their dealers use.
Overall, CMS brings us the resources required
to provide a high level of service including
trained personnel, software, UL certifications,
and redundant communications and power
equipment - even redundant physical locations.
All that comes without the extremely
large capital expense that would otherwise be
required. They do a great job of focusing on the
24/7/365 monitoring aspect of the business,
which allows us to focus on the customer-facing
installation and service side of the business.
What have been the customer challenges
implementing the plan? Have any problem
accounts become more problematic?
Dingess: As mentioned, we have developed
quick-start guides for all systems to get new customers
started. This gives the customer a go-to
resource for any initial questions or concerns
and has been a tremendous help with our residential
and small-business customers. However,
for more complex customer environments there
are varying needs and level of service required.
We have a dedicated systems trainer to coordinate
training for multisite organizations with
integrated systems. Overall, the feedback has
been very positive because the customers appreciate
the time spent on training and having
the resources they need to answer questions or
request service.
Also, we have a dedicated help desk to provide
remote service that allows customers to get
answers to their questions quickly and initiate
a service request if needed. The help desk also
supports our technicians by providing troubleshooting
assistance when they are onsite without
adequate resources. The help desk takes advantage
of the real-time view of central station
information with the CMS Compass software.
We can easily identify system events or troubles
as they are happening.
What have been the implementation
challenges on the law enforcement side?
securitysales.com
How did you get their buy-in?
Schmidt: We have always worked to have a positive
relationship with law enforcement. Before
my father (Bill Schmidt) started the business in
1976 he was a police officer. I have several other
family members involved in law enforcement,
and [COO] Ken Zahn is a former sheriff's
deputy and investigator. So we understand the
challenges a false dispatch creates, and strive to
continue to find ways to lower false dispatch
numbers.
Frequent communication with alarm administrators,
911 dispatchers, police department
shift commanders, safety-service directors, police
chiefs, etc. has helped us maintain overall good
relations with law enforcement. From a larger perspective,
the current trend toward reducing funding
and an increased negative sentiment toward
law enforcement point toward increased opportunities
for providers of private security solutions.
Zahn: We believe police response is still a critical
component of protecting the communities
in which we live and work. Customers value
having a timely response by law enforcement.
Good, consistent communication with law
enforcement addressing any concerns with customer
false dispatches can go a long way toward
maintaining police response.
How have the results meshed with your
projections and expectations?
Dingess: The data from one local municipality
shows a false dispatch reduction of almost 40%
OCTOBER 2021 Security Sales & Integration 25
Schmidt has invested in electronic
ticketing software so all
service requests are tracked
electronically and can be
managed in real-time. And all
technicians use electronic tablets
to receive and complete
work orders and job tickets.
Schmidt
Security Pro
recognizes as a
professional
security installer
it is our
responsibility to
take the lead in
false alarm
reduction.
- Brian Schmidt
http://www.securitysales.com
Security Sales & Integration October 2021

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