CSS: A Super Security Tool in Stanley’s Box
When Stanley Works sought to expand into security systems installation and monitoring the familiar toolmaker did so by picking up one of the sharpest possible instruments — HSM Electronic Protection Services. Now known as Stanley Convergent Security Solutions (CSS), the business was already among the industry’s top national providers when it was purchased in early 2007, and it has only grown stronger.
Bolstered by the name brand and financial brawn of its corporate parent, through a combination of acquisitiveness and organic growth, in less than three years Stanley CSS has nearly doubled its size. Its customer base has swelled to 300,000+ and its annual revenues more than doubled to around $500 million. Equally remarkable and part and parcel to this growth has been the company’s uncompromising commitment to customer service, training and motivating employees, incisive management, inventive marketing, and a benevolent corporate culture.
“At Stanley Convergent Security Solutions, the importance of customer satisfaction is never underestimated as we have a passion to be the industry’s best electronic security company,” says Tony Byerly, the company’s president for North America.
Not so coincidentally those qualities match the criteria for SSI‘s Installer of the Year, which is why Stanley CSS was recently selected as the 2009 award winner among large companies (300+ employees). Other finalists for the honor were ASG Security of Beltsville, Md., and Diebold Security of North Canton, Ohio.
“The Installer of the Year award confirms Stanley CSS’ ongoing commitment to quality, service and customer satisfaction. It is an honor to be regarded as the best security company with such comprehensive criteria,” says Byerly. “We will definitely use it in our marketing efforts as it lends a great deal of credibility to be recognized by the industry as being one of the best.”
Stanley CSS, which also added to its stockpile of SAMMYs this year with the Best Sales Brochure award (see the June issue or visit www.thesammyawards.com), explains how it has become one of the nation’s largest providers while making a science out of satisfying customers and being a model industry citizen.
5 Touchpoints Tell All
Stanley CSS employs 1,900 people, has 75 branch locations, and owns and operates four UL- and FM-approved central stations. The company designs, installs, monitors and services security systems for industrial, government, commercial, residential and national account customers.
Other specialties include integrated enterprise solutions, online eServices, and audio verification courtesy of several Sonitrol acquisitions. Through eServices, customers have access to a Web portal that shows them their current account status, history and documentation on installations, service repairs, billing and overall account management.
The Holy Grail for Stanley CSS’ success is what the company calls its five customer touchpoints: account management, service, monitoring, installation and billing. The firm uses a Facility Summary Report (FSR) that allows corporate, regional, district and local branch leaders to review performance on these touchpoints and other key metrics monthly, weekly and daily.
“This allows us to make real-time adjustments to our business, catching problems before they happen by responding instantly when we see an issue begin to arise,” says Byerly, a 20-year security industry veteran whose career includes stops at SecurityLink and ADT. “As an example, we track ‘In-Standard Service’ and ‘Completed Fire Test Inspections’ daily to ensure that our customer base is receiving timely service.”
The touchpoints are the underlying bedrock to a mountain’s worth of customer-focused programs and initiatives created, implemented and analyzed with military-like precision by Stanley CSS’ managers. As an example, “Operation Shine” was launched in early 2008 to target customers’ installation experiences. The program was based on the following:
- Pre-sale visits: Operational review done on customer work orders to ensure accuracy.
- Job submittal packet: Streamlined submittal process that ensures customers receive consistent, accurate attention.
- Early customer contact: Within 48 hours local management gives customers contact info and transfers the order from sales to installation.
- Large job start meetings: Installation experts, project and branch management, and sales reps walk the job with the customer before wire is pulled.
- Post-installation contact: Customer contacted after completion and given post-installation satisfaction survey.
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