Enterprise security professionals want more knowledgeable, transparent and digitally advanced security vendors, according to new research. The Physical Security Industry Benchmark is based on a survey of more than 340 corporate and campus security managers, system integrators, dealers and manufacturers. The survey focused on physical security system design, procurement and client-vendor relationships, asking respondents about their current challenges, priorities and plans for technology investments into 2021.

Conducted by H2 Strategic Communications and commissioned by System Surveyor, the research is a study in contrasts, and found:

• 44 percent of enterprise security leaders are fast tracking security projects, but 71% said their budgets are not increasing.
• System integrators are bullish on business (76 percent) with a top priority to maintain or increase sales (58 percent). Yet enterprise professionals want their system integrators to be more up to date on the latest products and technologies (49 percent) and better understand their needs (44 percent).
• Top three system integrator challenges are gathering accurate site details (48 percent), inability to visit customer sites (39 percent) and customers requesting multiple proposal revisions (35 percent). However, 82 percent continue to use paper and pen to gather requirements at customer sites, contributing to these obstacles and creating negative impacts to business.

“Driven by the pandemic and other factors, in-house security professionals are striving to remedy any vulnerabilities and add new safety measures,” said Chandra Hosek, co-founder and principal at H2 Strategic Communications. “These leaders have raised their expectations of system integrators and other security vendors to provide expert guidance, a higher level of service and seamless digital interactions.”

To that end, both groups expressed interest in remote collaboration technologies. System integrators cited the need for customer-facing software/tools for visualizing and co-designing systems (a top response to which technologies would most improve business). One-third of the enterprise security leaders said a top priority this year is to implement technology to virtually collaborate with their team, partners and vendors.

These professionals also said system integrators can enhance customer service by providing a portal with access to the latest service and system records (35 percent) and being more transparent with project and proposal information (35 percent).

“The survey results show that system integrators and other physical security firms have an excellent opportunity to engage and improve collaboration with customers to build better long-term relationships,” said Chris Hugman, CEO of System Surveyor. “Digital transformation is a key enabler to improve both in-house business operations and the customer experience. Digital will enable remote selling and consultations in the short term. In the long run, digital will determine the market leaders.”

A free webinar this Thursday, Sept. 3, at 2 p.m. EDT will reveal more survey findings and present three recommendations for how system integrators can win more business. Register for live or on-demand viewing at https://us02web.zoom.us/webinar/register/1415988800692/WN_aQCxx3q5TG-GWIFj1stHrw.