Tips on How to Fend Off Telecom Entrants
New technologies represent both change and opportunity. Security dealers and integrators willing to move forward with these new technologies have a tremendous chance to grow their business, uncover new revenue opportunities, and establish stronger, longer-term relationships with customers.
To seize this opportunity and position themselves strongly against the influx of deep-pocketed new entrants such as AT&T, Comcast and Verizon, security dealers and integrators should consider a few key strategies.
Become even more customer focused — Many consumers evaluating new home security offerings from cable companies are jaded by lingering customer service nightmares and low quality of service from these providers. Security dealers must continue to engage with customers through an ongoing relationship that will create goodwill and provide opportunities to upsell interactive services. Getting customers set up and receiving notifications at the time of installation goes a long way to deepening customer engagement.
Leverage tight integration of home automation with security platform —Research firm Parks Associates forecasts that more than 60% of U.S. households will have energy management technologies by 2022. Growing evidence suggests consumers seek home automation services that are tightly integrated with the underlying security platform.
What does this mean exactly? A good example is new smart thermostats hitting the market. These thermostats may be ‘smarter’ than current devices but how smart can a thermostat really be when it is operating in a silo cut off from information gathered by other devices in the home such as motion and alarm sensors, lights or locks?
Through security system sensor data a customer can gain insight on in-home activity, set sensor-triggered optimization rules, utilize ‘smart schedules’ to more accurately control home thermostats, and automate lights and appliances. This solution enhances reliability and drives lower support costs than broadband-based solutions, or bundled cable/Internet energy management packages, positioning security dealers with a unique offering few can match.
Use mobile to close sales and keep customers ‘sticky’ — With consumers increasingly relying on smartphones, tablets and other mobile devices for home security and automation, mobile apps can help increase customer interaction and keep them ‘sticky’ while serving as a valuable sales tool to close prospective customers.
Alarm.com continues to receive feedback from dealers and integrators that show interactive Alarm.com system capabilities on a mobile device is the most powerful customer sales tactic. To drive greater adoption of mobile apps, it is also important for security dealers to ensure customers are set up and logged into apps as part of — not after — the install process. This will establish a customer comfort level with the apps and enhance engagement and customer longevity. Mobile apps are also proving to be a great referral tool that existing customers show off to their friends and neighbors.
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