Security Pros, a Midwest-based security systems integrator founded in 2009, aimed to elevate security offerings. Their mission is to deliver high-value, long-term service for their clients after system installation. Partnering with Ai-RGUS has enabled the Security Pros team to maintain proactive service plans and peace of mind for their customers.

As Security Pros expanded, from serving the Midwest to managing systems for clients nationwide, they faced a critical question: How do we maintain excellent, proactive service across all clients, regardless of deployment size or geographic location?

Initially, their maintenance plans involved responding to service requests as they came in from clients, usually after an incident had already occurred. Then, the company transitioned to a “proactive” approach, performing manual camera checks, logging into each device, or visiting sites in person to verify functionality. As their customer base grew into enterprise and multi-site accounts, this model became unsustainable.

“We were very manual … going through each one of those cameras. Ai RGUS automated that and made our client experience much better,” said Chelsey Hester, vice president, Security Pros.

Ai-RGUS was selected as the technology partner to meet Security Pros’ goals and parameters. By embedding Ai-RGUS into their ProCare service agreements, Security Pros transformed their approach. This benefits Security Pros in several ways.

Increased Operational Efficiency: Security Pros automated the thousands of hours spent on manual camera view verification and system status checks for thousands of devices while maintaining a high level of service across the board. Now, a single employee spends only a few hours each day managing the dashboard. “Customers assume cameras are always working, but they don’t realize networking issues, firmware revisions … we’ve taken on that responsibility,” said Chris Gilbert, founder and president, Security Pros.

Enhanced Customer Experience: With Ai-RGUS, Security Pros can now proactively identify and resolve issues before clients notice a problem. “I’ve had several customers tell me thank you — they’re not in their system every day … it gives them reassurance that we’re watching for them, not just when there’s a problem,” said Melissa Hutchins, service coordinator, Security Pros.

Scaling Service Nationwide: Security Pros maintains consistent service standards for deployments regardless of security system size and geographic location. “We wouldn’t be able to provide the same level of care to customers at local branches and nationwide without Ai-RGUS,” said Mike Williams, director of operations, Security Pros.

Compliance Support & Auditing: The Security Pros team uses Ai-RGUS to deliver documented proof of system performance metrics to meet regulations and/or contractual requirements for clients. “It’s not about what we can make from the customer, but what we can do for the customer. Ai-RGUS helps us deliver the Security Pros standard of service — efficiently, proactively and at scale,” Gilbert said.

Security Pros now implements Ai-RGUS across all clients, security hardware and manufacturers, and can detect security risks, vulnerabilities and threats with a single employee managing the dashboard.

Security Pros continues to expand its use of Ai-RGUS, leveraging new features, like access control performance checks, to broaden their proactive service capabilities.