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Atronic Has Tonic for False Alarm Ills

How serious is Atronic Alarms about eliminating false alarms and police dispatches? Serious enough to augment its customer service operations with a Quality Assurance Department (QAD) whose primary mission is reducing the possibility any Atronic-installed system generates a false alarm.

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How serious is Atronic Alarms about eliminating false alarms and police dispatches? Serious enough to augment its customer service operations with a Quality Assurance Department (QAD) whose primary mission is reducing the possibility any Atronic-installed system generates a false alarm. That level of dedication and outstanding performance brought the Lenexa, Kan., company this year’s Police Dispatch Quality (PDQ) Award.

“False alarms are not only a nuisance to clients, but work against law enforcement and fire officials in the area. This weakens the community,” says Todd Harrison, Atronic operations manager. “[President] Perry Atha’s goal was to start a company people could depend on and trust, and that is the driving force behind Atronic Alarms.”

Established in 1982 by Atha and now serving 3,572 monitored customers, Atronic is one of the largest, locally owned and managed security companies in the Kansas City area. Bolstered by the rock-solid support of monitoring partner Alarm Central, Atronic dramatically demonstrates its service commitment in several unique ways, including not requiring clients to sign long-term contracts.

“The No. 1 goal driving our company is to provide the best customer service available, and using that service to nurture and maintain long-term relationships with our customers,” says Nell Mathews, Atronic general manager. “This philosophy is what makes us different and completely sets us apart from other alarm companies.”

In a world where myriad businesses spout platitudes about “putting the customer first” but are typically more about lip service than customer service, Atronic has the quantitative data to prove it plays in a different league. For example, in the Kansas City area, its alarm dispatch rate in 2008 was an unheard of .012.

Atronic stood out among several PDQ Award hopefuls including fellow finalists ADT and Custom Alarm (See sidebars). As judged by representatives from each of the program’s organizers - the Security Industry Alarm Coalition (SIAC), False Alarm Reduction Association (FARA) andSECURITY SALES & INTEGRATION - the PDQ Award was presented March 31 in Las Vegas, with Honeywell sponsoring.

“Incredible customer service, custom designs, training and dedicated Quality Assurance Department are all things that set Atronic apart from others,” says Norma Beaubien, a PDQ judge and director of the Montgomery County (Md.) Department of Police False Alarm Reduction Section. “These initiatives go above and beyond what many alarm companies are doing and distinguish Atronic as a company worthy of the PDQ Award.”

Established in 2005, the PDQ program aims to curtail the false alarm problem by recognizing installing and monitoring companies that follow established industry best practices and partner with law enforcement to achieve the highest quality in police dispatch requests. The goal is to raise industry-wide awareness, motivate alarm firms to be proactive and provide models that work for others to follow. As you will see, Atronic defines what the program is all about.

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Article Topics
Fire/Life Safety · Fire/Life Safety 2 · Atronic Alarms · Central Stations · Features · Industry Awards · PDQ Award · Reducing False Alarms · All Topics

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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