How ADT Won the 2021 Monitoring Technology Marvel Award

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How ADT Won the 2021 Monitoring Technology Marvel Award

ADT holds weekly team meetings to introduce and train associates on the latest products.

Carrying COVID Lessons Forward

From operations to response to general stress and emotional strife, the human element was never more crucial than during the pandemic. Early during the COVID-19 lockdowns, ADT shifted some 90% of its customer care agents (approximately 4,300 people) to remote working. Like many in the security monitoring industry, the initially daunting challenge of scrambling to maintain high level functioning has given way to discovering improved processes moving forward.

“The ability to apply the technology to allow them to work from home is quite an innovative accomplishment and has been working very well for us,” asserts Nakatani. “The future of this ability will be heavily contingent on what UL allows beyond the crisis as they work to update the permanent standard.”

Not surprisingly given its massive stake in the outcomes, ADT has also long assumed a leadership role where it comes to industry causes such as legislation and standards. That also includes being at the forefront of technologies and best practices related to alarm management and mitigating false alarms.

According to Nakatani, unlike some solutions that displace the intermediary, ADT has kept the monitoring agent central to the experience. The company is focused on leveraging technology to make it easier and faster for users to request help and equipping 911 centers with information they need to help locate users faster.

“ADT performs Enhanced Call Verification, alarm permit review, user training and follow-ups for accounts with frequent false alarms as well as other best practices like acclimation testing,” says Nakatani. “We are implementing end-to-end verification technologies, such as requiring panels to be compliant with SIA’s CP01 standard and following best operational practices like CS-V-01. Further implementation of our alarm verification tool, Signal Chat, will continue to decrease our false alarm/dispatch rates.”


Leading differentiators, as told by Vice President, IT, Customer Monitoring Technology, Tom Nakatani:

▶ Market Position: “ADT is the No. 1 smart home security provider, helping to protect more than six million customers with industry-leading smart home technology and the largest network of trained security professionals who come to work every day with the intent to help save lives.

▶ Monitoring Coverage: “We operate nine U.S.-based, owned and operated professional monitoring centers and our customer care team is second to none.”

▶History & Experience: “At ADT, we believe everyone deserves to feel safe, and safety and peace of mind is why more customers have been choosing ADT to help protect their families, businesses and valuables for 147 years.”

About the Author


Scott Goldfine is Editor-in-Chief and Associate Publisher of Security Sales & Integration. Well-versed in the technical and business aspects of electronic security (video surveillance, access control, systems integration, intrusion detection, fire/life safety), Goldfine is nationally recognized as an industry expert and speaker. Goldfine is 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), ASIS Int'l and more. Goldfine also serves on several boards, including the SIA Marketing Committee, CSAA Marketing and Communications Committee, PSA Cybersecurity Advisory Council and Robolliance. He is a certified alarm technician, former cable-TV tech, audio company entrepreneur, and lifelong electronics and computers enthusiast. Goldfine joined Security Sales & Integration in 1998.

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