GAINESVILLE, Va. —Vector Security relocated its National Accounts Division into an expanded facility here as the company prepares to meet increasing demand for loss prevention services, including IP video, electronic article surveillance (EAS) and managed network services.
Formerly based in Manassas, Va., Vector's new National Service Center (NSC) assists national account customers at 44,000 locations throughout North America. The newly constructed, 27,000-square-foot facility allows the company to create "a virtual loss prevention services laboratory" while helping reduce the costs of servicing its customers' security systems, Vector Security Executive Vice President Michael Grady tells SSI.
"Identifying our future growth to remain consistent and positive moving forward prompted us to build the NSC," he says. "It performs all customer service, which includes sales, installation, service, engineering and accounting."
Vector's NSC receives an estimated 26,000 service request calls per month. Each service call is screened, according to the company, with a goal toward resolving an issue before a technician is dispatched. In doing so, the company is able to reduce the overall number of calls to about 4,000 qualified service visits, which are completed in an average of 2.6 days, says Grady.
The NSC provides Vector with expanded capabilities to service electronic security products on site, as well as help the company maintain service completion times.
"Instead of sending equipment needing repair back to manufacturers, we can do most of it right here," he says. "We're also actively testing new technologies to ensure we remain on the cutting edge of new applications and emerging loss prevention protocols."
Additionally, the company's national compliance services will also allow it to gain more growth in the retail market, Grady says.
"The retail industry has become aware of the need for better managing alarm permits, false alarm fines and a host of other rules that impact alarm systems," he says. "So we built a team of people who help our retail customers do just that. We're now even better positioned to provide new and innovative services to our clients."
Operating around the clock each day, the center currently staffs 130 employees. Taking time zones and severe weather patterns into consideration, Vector schedules employees in various shifts to provide proper coverage. The NSC's new location also allows for easier travel access for staff in the event of a natural disaster.
As part of the relocation process, Vector performed pilot tests that included phone and data checks at the new NSC as well as at the facility in Manassas, Va. Both centers were staffed during the conversion, says Grady, who also credits the staff for making sure the transition process ran smoothly.
"Our employees have exceeded expectations," he says. "With zero interruption to business during this massive move, their positive attitudes and willingness to assist is why we are such a strong group. Our customers are still able to get the same quality service they received before."