|The move will provide additional space, technology review labs and increased customer communications.|
With the twentieth anniversary of the inception of Vector Security’s National Accounts Division approaching, the division commemorated this milestone with a move into a new, greatly expanded National Service Center located in Northern Virginia. The facility has been designed from the ground floor up to serve Vector’s growing list of national customers, which today numbers 44,000 locations throughout North America.
According to Michael Grady, Vector security’s executive vice president, this move is all about better preparing Vector to serve even greater levels of loss prevention needs, which include IP video, electronic article surveillance and managed network services. “This 27,000 square foot facility has been designed to better serve our national customers,” said Grady, adding that the move was not just to provide additional space, but to create a virtual loss prevention services laboratory to enlarge the scope of services Vector provides to national customers.
According to Grady, “That goal centers squarely on our National Service Center, which is the focal point of our bottom line performance value proposition to our customers.” Vector’s National Service Center receives an estimated 26,000 service request calls per month. Vector’s NSC screens every one, with an aim at providing a resolution through a variety of ways before needing to dispatch a technician. “Doing this allows us to reduce 26,000 calls to around 4,000 qualified service visits; which we complete in an average of 2.6 days,” said Grady. “By doing this, we can greatly reduce our customers’ costs associated with servicing their systems.” The NSC works hand in hand with Vector’s Pittsburgh, Pa. based central station, which monitors all national account customer locations.