It’s Time to Help Your Customers Get Security Tech Under Control

As technology takes over every aspect of how we live, work and play, many organizations — from hospitals and schools to stadiums and manufacturing plants — have deployed so much technology that they no longer understand the devices they have, what those devices are, where they’re located, or the purpose they serve. 

Documenting and maintaining this information can be a time-consuming process. And, as NSCA Board of Directors Vice President and AVI-SPL Executive Vice President of Global Sales and Marketing Dale Bottcher pointed out at NSCA’s annual Pivot to Profit conference in October, end users haven’t been able to staff up at the same pace as their technology growth. As a result, their technology becomes a little more out of control every year. 

This technology sprawl is a trend that will continue in the future, advises Bottcher. Why? Because, as Klaus Schwab, founder of the World Economic Forum, predicts, we’re in the “exponential growth phase” of the technology S-curve (the inflection point where technology adoption spreads rapidly).  

Simply put, customers need help with technology management. It’s a function they’re often ready and willing to outsource: the tracking, monitoring and managing of security devices, whether they’re cameras, readers, or perimeter detection systems (or all of the above). 

Are You Ready to Make it Work?

To make this concept work, you first need the right client profile. A small, one-facility financial institution doesn’t have nearly the number of devices and systems to oversee as a multi-building campus or large sports venue. 

You also need to be willing to broaden your technology portfolio. For example, most security integrators have a menu of services that include things like access control and video surveillance. By expanding your line card to include technology like weapons detection, visitor management, counter drones and biometrics — whether these systems are hosted in your cloud or theirs — you open doors to more revenue potential. It also allows you to cross-sell and up-sell among existing customers so you can continue to gain wallet share. 

If your customers don’t see the value in this level of service right away, then bring forward some insights and analytics that explain the value: 

• The ability to locate and resolve problems before most people realize they exist
• Understanding device lifecycles and refresh timelines
• Always-updated software and version control 

Or simply share this real-world example with them … 

The Real Value of Monitoring Security Device Performance 

John Nemerofsky, COO at SAGE Integration, explained at Pivot to Profit the value that this type of service can provide to customers.  

After his company landed a new client, the first thing that client wanted to do was get a better handle on the 7,000+ security cameras it had deployed across New York.  

As Nemerofsky’s team got to work, they discovered that more than 70% of the 7,000 cameras weren’t functioning. In some cases, it may have been due to batteries that ran out of juice. In other cases, bad cables or incorrect settings were to blame. Sometimes the camera itself needed to be replaced. 

Plus, some of the cameras were in suboptimal locations (or pointed in the wrong direction), creating blind spots and gaps in coverage. 

As these cameras were visited by technicians, they were also serviced and placed into an ongoing preventive maintenance program. 

Bringing these issues to light created “a boatload” of billable service calls for the SAGE Integration team, explains Nemerofsky. There were lots of problems to solve onsite before the camera system could operate effectively.  

It also offered huge benefits to the customer: Without completing that exercise, the organization never would’ve known how many of their surveillance cameras were down (or that so many were improperly positioned). This service improved safety and ROI at the same time. 

As their camera performance continues to be monitored, SAGE Integration will be able to report to the customer on exactly how much the system is improving.  

This approach could be applied to any type of technology device or system, advises Nemerofsky. Consider electric door strikes: Monitoring these devices allows the opportunity to proactively replace batteries and strikes before failure occurs. It also helps reveal when there’s a potential problem. If a door is repeatedly propped open, for example, it may warrant a closer look.  

Continue the Conversation at NSCA’s Business & Leadership Conference

NSCA’s Business & Leadership Conference, held in Irving, Texas, on Feb. 27-29, 2024, will feature sessions and roundtable discussions talking about topics just like this: the changing role of integrators and their ability to optimize the impact they make on their customers.  

To join the conversation at this exclusive event, reserve your spot soon at nsca.org/blc.