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Diebold Boldly Goes to Higher Service Heights

Find out how Diebold Electronic Security's achievements helped the company earn a spot as one of SSI's Installer of the Year finalists!

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As both an integrator and monitoring provider, Diebold’s understanding of complex business issues has allowed it to develop innovative, customizable and scalable security offerings for regional, national and global clients. Internally, Diebold offers peer recognition, motivational, and health & wellness programs, along with structured training procedures. The firm is also a major contributor to both industry and community causes.

“Our success lies in our talented, trained and empowered associates, our focused expertise and customer partnerships, and our outstanding service using the industry’s best technologies and solutions,” says Diebold Electronic Security Executive Vice President Tony Byerly, who was named to SSI’s Industry Hall of Fame earlier this year. “Everyone here is an expert at what they do and passionate about providing Diebold customers with the best customer experience possible.”

Customers confidently recommend Diebold, to the extent the firm has collected more than 50 written referrals from top national companies and bound them in a testimonial book to share with prospects. One of them was likely from South Florida’s St. Regis Bal Harbour Resort, a project that earned Diebold SSI’s 2013 Integrated Installation of the Year.

“To deliver best-in-class service, Diebold is focused exclusively on the needs of financial and commercial customers,” adds Byerly. “As a hybrid provider, we’re able to offer everything from design, installation and enterprise systems to monitoring and managed services for our customers. They’re working with the same company from setup through servicing and monitoring, which enables efficiencies, cost savings and enhanced security for their operations.”

One of Diebold’s most unique innovations is the SecureStat online portal that equips customers with Web-based tools and a single custom dashboard to manage their entire security operations. It enables customers to view, measure and control all their security systems and devices at all their locations. They also have access to cloud storage to save and retrieve video footage, as well as management services such as site maps, account details, audit information and service requests.

“We utilize key performance indicators [KPIs] to evaluate our customer service efforts,” says Byerly. “This allows us to measure our performance against the highest standards and identify areas where we can refine our processes to create more efficiencies for our customers, and evolve our support to best meet their needs. Currently, there are over 88 KPIs being provided to the teams to manage the business.”

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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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