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ASG’s Award-Winning Ascent

All ASG did in 2009 was post its seventh consecutive record year of revenue growth. Even in the toughest of times, this thriving regional provider — SSI’s 2010 Installer of the Year — stands as a testament to the power of shrewd management and relentless drive.

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Resolving Customer Issues
ASG’s Customer Care Center located within its Maryland headquarters is the nerve center of the operation. The facility is staffed with highly trained customer service agents who specialize in scheduling and tracking service calls, answering security-related inquiries, and resolving account issues around the clock.

“We run disciplined business systems and processes based on best practices to ensure we can meet the needs of our customers in real-time,” says Rose. “Our model is to provide service where a customer can make one call and resolve all issues. From the branch perspective, our goal is to free them from repetitive tasks that can be efficiently centralized, allowing a level of customer service not commonly offered in this industry.”

ASG solicits and depends on customer and branch feedback to continually adjust its delivery so as to improve the customer experience on a continuous basis. To that end, the firm staffs its Outbound Marketing Center in McAllen with a team of specialists who communicate with customers in a number of different areas.

“We make frequent, proactive contact with our client base to ensure we are meeting their expectations and operational requirements,” continues Rose. “For instance, after each completed installation an agent contacts our customer to grade their satisfaction level with our sales representative, technician and the overall installation.”

Those grades are quantified and reported by the branch office. If a branch falls below ASG’s current benchmark or if a significant issue is identified with a particular account, senior management gets involved to ensure long-term corrective measures are put in place. Branches scoring above the targeted level are rewarded and recognized. This process is also used to grade samplings of the company’s regular service calls.

Eye on Balanced Growth
In addition to strong management and first-rate customer service, there are four other key areas ASG has strategically focused on to forge the foundation of its success.

The first is regional density, with more than 90 percent of RMR being within 60 miles of any branch. This concentration provides greater operational leverage and robust internal sales. Next is a sales engine that includes more than 200 associates and helps spur organic growth to complement its acquisition capability. Third is a diverse mix of commercial and residential accounts. Finally, ASG applies a meticulous approach to its acquisitions.

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Article Topics
Business Management · Systems Integration · ASG Security · Features · Industry Awards · Installer of the Year · SAMMY Awards · All Topics

About the Author
Scott Goldfine
Scott Goldfine is Editor-in-Chief and Associate Publisher of Security Sales & Integration, directing all editorial aspects of the magazine brand in print, electronically, online and in person. The voluminous, innovative and award-winning body of work he has distinguished himself with since joining the publication in 1998 includes groundbreaking research, landmark features, leadership roundtables, high profile case studies, and many industry exclusives. Well versed in the technical and business aspects of electronic security (video surveillance, access control, systems integration, intrusion detection, fire/life safety), Goldfine is a nationally known figure in demand as an industry presenter and subject matter expert to mainstream media. He is responsible for developing many unique products and programs, including the SSI Industry Hall of Fame, Control Panel (industry’s first E-mail newsletter), Police Dispatch Quality (PDQ), Marketing Marvel, Installers of the Year, Integrated Installation of the Year, Security Industry Census, Systems Integration Study, Installation Business Report, Operations & Opportunities Report, Commercial End-User Study and Security’s Fantastic Fleets. Recognized for his relationship building, integrity and lead-by-example ethic, Goldfine is a solutions-oriented team player who advises and collaborates with industry dealer/integrator, consultant, distributor, central station and manufacturer icons, luminaries and executive business leaders on a daily basis. He is also actively involved in several security events and organizations, including the Electronic Security Association (ESA), Security Industry Association (SIA), Security Industry Alarm Coalition (SIAC), False Alarm Reduction Association (FARA), PSA-Tec, SAMMY Awards, International Security Conference and Exhibition (ISC), Electronic Security Technology Summit (ESTS), Mission 500, Electronic Security Expo (ESX), ASIS Int’l, Honeywell CONNECT and other supplier conventions. Goldfine also serves on several boards, including the CSAA Marketing and Communications Committee and PSA Cybersecurity Advisory Council. A certified alarm technician, former cable-TV tech, audio company entrepreneur, and lifelong electronics and computers enthusiast, Goldfine graduated with honors from Cal State, Northridge with a management degree in Radio-Television-Film. His professional media endeavors have encompassed magazines, Internet, radio, TV, film, records, teletext and books. Goldfine resides in the Charlotte, N.C., area with his wife, son and three cats.
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ASG Security, Features, Industry Awards, Installer of the Year, SAMMY Awards

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