Security Sales & Integration October 2022 - 28

Alarm Management
ADT Awarded for Slashing
False Dispatches
Proceed as Folsom and ADT Vice President
of Customer Monitoring Technology Tom
Nakatani supply more details on SMART as
well as other alarm management topics.
14 PDQ BEST
PRACTICES
1. Advertising, sales
literature provide realistic
expectation of alarm
response
2. Salespeople explain
permitting requirements,
fees and fi nes
3. Use of Enhanced Call
Confi rmation (ECC,
formerly ECV)
4. Contact customers after
every false alarm
5. Track worst false alarm
off enders and take action
6. Instruct customer on
verifi cation process and
keep call lists updated
7. Ongoing communications
with customers
8. Installers have minimum
NTS Level I or II training
or equivalent
9. In-house training must
be led by credentialed
instructors
10. Customers thoroughly
instructed on all system
operations
11. Checklists used for
installers and customers
12. Unique or additional
initiatives (e.g. video
verifi cation)
13. Development of strong
working relationship with
local law enforcement
14. Properly calculating and
actively reducing false
dispatch rate
When an alarm is triggered, instead of a monitoring
agent calling the customer, ADT's Alarm Messenger texts
or emails the customer and their emergency contacts a
link to an interactive portal.
What drove ADT to mount this
comprehensive false alarm reduction
program? Why is ADT proactive rather
than reactive in this area?
Larry Folsom: As the most trusted name in
security, we are always working to fi nd ways
to innovate the alarm process. And with false
alarms accounting for a signifi cant portion
of all alarms, we targeted this area with the
launch of our SMART monitoring platform.
SMART is a proprietary technology that offers
ADT the potential to deliver alarm signals
electronically for more than two thirds of
the U.S. population, removing the need for a
phone call from ADT to 911 centers.
As the largest provider
of security systems in our
country, ADT's eff orts to
minimize unnecessary alarm
dispatches benefi ts every
security company.
- Stan Martin, SIAC
ADT's electronic alarm signal delivery into
911 centers means faster notifi cation, better
accuracy and no operator delay for both ADT
and 911 call takers. In addition, SMART is
able to communicate more details about an
alarm, helping the dispatcher determine the
type of support the customer needs. Th e FCC
estimates that if fi rst responders could arrive
28
Security Sales & Integration OCTOBER 2022
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Security Sales & Integration October 2022

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