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Connecting With Customers in New Ways

Doyle Security Systems of Rochester, N.Y., began offering customers Honeywell's Total Connect solution, which enables control of intrusion and surveillance remotely via smartphone, in March.

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Can you give me a ballpark in how much more monthly it is to have that feature?

It’s about a $20 uplift a month.

And is that inclusive of all features or if I want to have video as well is that another charge? How does that work?

That does not include the video. Video is another $10 uplift per camera, so on an average install, you might get four cameras, which would be an extra $30-$40.

Given that that the offering is so new, how did you come up with that particular price structure?

We looked at the profitability of the deal to see if it actually would cost us some money per month to sell this. We pay Honeywell a little bit of a fee per month, so we looked at that. We looked at some competitive benchmarking in the marketplace and we also looked at what we thought the market would bear on a monthly cost for the customer. At some point you reach a level of, ‘I’d rather not have it.’

It seems this could also be beneficial in helping mitigate false alarms if the customer is more engaged in their system. It could also help in verifying if an alarm is a real event or not.

Yeah, that’s a good point. For sure, I’d say a video, and then I would say false alarms because there is actually going to be some evidence there. There will be something to go back and verify. So, yes, I would say the way video is going, it’s going to make significant inroads into the industry problem with false alarms. It will soon be verified video.

When someone adds a Total Connect service is that a contract or can that be added or dropped at any time?

That’s a contract component. We haven’t had any drops yet. We would consider that part of the five-year agreement.


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About the Author
Scott Goldfine
Scott joined SECURITY SALES & INTEGRATION in October 1998 and has distinguished himself by producing award-winning, exemplary work. His editorial achievements have included blockbuster articles featuring major industry executives, such as Tyco Electronic Products Group Managing Director Gerry Head; Protection One President/CEO Richard Ginsburg; former Brink’s Home Security President/CEO Peter Michel; GE Interlogix President/CEO Ken Boyda; Bosch Security Systems President/CEO Peter Ribinski; and former SecurityLink President/CEO Jim Covert. Scott, who is an NTS Certified alarm technician, has become a respected and in-demand speaker at security industry events, including presentations at the Central Station Alarm Association (CSAA) Annual Meeting; California Alarm Association (CAA) Summer and Winter Conferences; PSA Security Network Conference; International Security Conference and Exhibition (ISC); and Security Industry Association (SIA) Forum. Scott often acts as an ambassador to mainstream media and is a participant in several industry associations. His previous experience as a cable-TV technician/installer and running his own audio company -- along with a lifelong fascination with electronics and computers -- prepared Scott well for his current position. Since graduating in 1986 with honors from California State University, Northridge with a degree in Radio-Television- Film, his professional endeavors have encompassed magazines, radio, TV, film, records, teletext, books, the Internet and more. In 2005, Scott captured the prestigious Western Publisher Maggie Award for Best Interview/Profile Trade for "9/11 Hero Tells Tale of Loses, Lessons," his October 2004 interview with former FDNY Commander Richard Picciotto, the last man to escape the Ground Zero destruction alive.
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