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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 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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