2009 SDM Dealer of the Year: SHOW, DON'T TELL
At Stanley CSS, all the numbers and accomplishments start with just one number â€” the number one â€” or more specifically, the concept of one. The Stanley CSS business strategy is simple. The success of the business lies in being a single unified company operating as one.
“Acquisitions are really about bringing the best together. Evaluating and bringing the strengths from each company we acquire, whether it is employees, processes, technology, solutions, etc.,” says Jim Kopplin, vice president field operations.
CAPITALIZING ON COMMUNICATION
“We believe that communication is the thread that holds an organization together,” says Byerly. “To that end, we utilize a compressive approach to communication throughout our organization. From quarterly employee newsletters with updates from each department that is distributed electronically via email to weekly leadership teleconferences, communication is part of our daily business model.”
Byerly also points out two unique examples of regular communication pieces. There’s a ‘Tool of the Week’ email communication that comes from the marketing team to highlight marketing tools available to the sales team, and there’s also the utilization of Web-based meetings and training that allow hundreds of Stanley CSS associates to be pulled together in a virtual meeting for the exchange of information, ideas and data.
“Transparency is core to our business operations â€” enabled by our single IT platform and driven by our business culture. For example, a customer can see an operator’s alarm dispatch comments and actions, see the resolution on a service repair including the dispatcher’s notes, see the current status of an installation including the project manager’s notes, see billed and credited invoices, watch the recorded video used by our operator to verify an alarm incident while reading the operator’s notes, see all the active sites and current spend with Stanley CSS and much, much more. All this information and more are provided by us online, real-time and unfiltered via our Stanley eServices to our customers. In the national account space, add to the power of eServices our National Account Performance Scorecard where we quarterly meet with our national account customers and proactively provide our performance against key metrics in the five customer touchpoints and you have a very customer-focused transparent organization,” says Kopplin.
THE â€œBEST FITâ€ APPROACH
“Stanley CSS is the only national provider in the security industry that can offer customers a choice of traditional, Sonitrol audio and video verified intrusion protection. In addition to intrusion, the “Best Fit” approach spans the entire line of the Stanley CSS offerings to include: access, video, fire and integrated solutions. We believe that by delivering a “Best Fit” solution for our customers, we are ensuring their total satisfaction in our products and services by providing them what they truly need and want,” says Byerly.
STANLEY CSS GIVES BACK
As an organization that large, Stanley CSS has the size and scope to impact many communities. The company uses a four dimensional approach to unify and continuously energize its community service program, Stanley Gives Back.
- Nationwide Promotions and Campaigns: Service project ideas and events are suggested to each office nationwide quarterly throughout the year that are executed and coordinated on a local level (The United Way campaign and Toys for Tots are two of the largest company-wide events).
- Local Projects: Additional service projects are put together at the local offices based on local community needs. This allows them to be creative, take ownership and respond to the changing needs of their community.
- Project Variety: Events that cover all three major aspects of community support â€” volunteer work (time/talent), fundraising and item donation collection â€” are encouraged to provide comprehensive support.
- Competition: Stanley CSS takes a competitive approach to community service, with local branches competing to see who can raise the most money, volunteer the most hours and develop the most creative fundraising event.
Stanley CSS also contributes to the industry, especially The American Society for Industrial Security (ASIS). Both at a corporate and field level, Stanley CSS supports the ideals and initiatives of ASIS. At the ASIS International Annual Seminar and Exhibits event, Stanley CSS creates booth themes that are designed to highlight its creative approach to security solutions and maximize the opportunity for security professionals to come together and interact.
In 2009, the Stanley Game Day Field was used to highlight Stanley Security Solutions as a key player in the security industry. The entire exterior of the two-story booth was graphically wrapped with sports images, customer testimonials and information about services offered. “We deliberately avoid the less personal, product centric feel favored by most other security companies when it comes to tradeshow booths,” says Tarnoff. “Our booth themes provide an atmosphere that is conducive to starting conversations that lead to relationships. There is a reason our booth traffic has grown double digits since we started a theme booth concept in 2005 – people like a break from the traditional approach to tradeshows. This has become a major marketing initiative for us each year and really is a remarkable success story for Stanley CSS.”
“Strategically, we do not see any drastic change in our stated vision of being recognized in the market place as the ‘Best in Class,’ Byerly says about the future. “We will continue on our mission to be the industry gold standard. We will continue to focus on our holy grail â€” exceptional delivery against the five customer touchpoints: account management, installation, service, monitoring and billing. We will also continue our efforts to mainstream Sonitrol audio verification technology. Tactically, as we have always done, we will continue to take a comprehensive and systematic approach to continuous improvement and continued transparency. We are planning some exciting enhancements on this front â€” pushing ourselves to deliver even more transparency for our customers in all aspects of our business. We intend to do it better and broader than anyone in the industry, taking our industry-leading approach today to even greater heights tomorrow.”
That should lead to some pretty incredible numbers and accomplishments for next year.
At a Glance
Number of employees: 1,727 full time, 15 part time
Revenue: $397.3 million in 2008
Recurring monthly revenue: $16.7 million in 2008
Customers: More than 300,000
Stanley CSSâ€™s Management Team
(From left to right)
Christopher BenVau, vice president, national accounts 19
Pete Straka, vice president human resources 13
Steve Welsh, vice president of corporate services and procurement 20
Jim Kopplin, vice president of field operations 19
Tony Byerly, president 20 +
Dan Bresingham, chief financial officer 5+
Bill Fitzhenry, vice president of field sales 25
Felix Gonzales, vice president, strategic initiatives and business development 20
Damon Kanzler, vice president of national account operations 17
“Bringing the Best Together”:
One Vision – to be the #1 preferred electronic security provider of choice
One Goal – consistent, exceptional delivery on the five customer touchpoints
One Team – an entire organization working together for success
One Customer – to make every customer feel like they’re the only one
One Future – one day at a time to achieve our company goals
Stanley CSSâ€™s eServices: Real Time Information â€” Any TimeStanley CSS’s eServices put real-time security information at the fingertips of its customers. Stanley CSS’s eServices includes:
eAccountManagerâ€”online status, history and documentation of a customer’s installations, service repairs, billing and overall account management.
eDataManagerâ€”online, real-time information on a customer’s alarm incidents, open/closes, action plans, fire inspections, service requests and more.
eAudioManagerâ€”online activity information on a customer’s Sonitrol Audio intrusion alarm including access control functionality.
eAccessManagerâ€”Stanley CSS’s Web-based centrally managed access control service that provides complete administration and management of the access system by Stanley CSS for the customer.
eVideoManagerâ€”a full-spectrum of video monitoring services including eVideo Alarm Verification,
Stanley eServices are secure with 128 bit encryption and SSL certification and are invaluable tools for security directors, national customers, small business owners and technology-hungry homeowners alike.
Market and Operations
Stanley CSS also provides audio and video intrusion verification, alarm communication back-up, online eManagement tools, service plans, preventative maintenance, fire alarm tests and inspections, embedded services, 24-telephone technical assistance, custom software solutions and more. Also unique to Stanley CSS are its more than 90 independent Sonitrol franchise partners across North America.
Auburn University: The Art of Listening
“What started as a challenge to replace the old and defunct stadium access system before an opening season home game has flourished into a powerful relationship,” says Jim Kopplin, vice president, field operations, Stanley CSS. “Working together Stanley CSS and Auburn have successfully leveraged the platform to seamlessly present an accessible and supportable enterprise solution for many of Auburn’s most demanding security and safety challenges.”
The security platform integrates new athletics badging program, a new housing addition called “The Village,” the Banner administrative system, new wireless access control hardware, security’s latest campus video investment, and campus management and mass notification plans. Stanley CSS’s Software Solutions Group (SSG) helped the university with all the integration, developing a streamlined workflow of departmental data, alarm information, video and student badging.
The access control system now includes more than 1,700 card readers, more than 7,000 monitored access points and integration of more than 250 cameras on campus.
“Stanley CSS has stood and helped Auburn press through to get what we need,” says Jimmy Knox, supervisor, access control, Auburn University Facilities.