The ‘SES Difference’ Makes Securitas Electronic Security an SSI Installer of the Year

Executing ‘The SES Difference’

TONY BYERLY: The SES Difference is a successful approach for us because we only focus on what we do well. Our company infrastructure and associate skillsets are built around business customers, so we only target those customers. By having a well established and defined target market, SES can best ensure that the right resources are in the right place to serve as a trusted advisor to our clients.

To properly leverage security technologies and our strategic partnerships, SES seeks education and to educate. Our goal is to be a resource to decision-makers, with our highly skilled and trained associates solving complex security demands through the proper application of technology. SES’ technological competency coupled with our security monitoring and integration expertise allows us to operate in many vertical markets including transportation, petro-chemical, retail, banking and more.

SES also targets customers with specific characteristics that match our capabilities so that we can deliver the best customer experience. For most of our customers, we look to leverage our CoE’s expertise in security integration to help become the ideal partner. By targeting regional, national and global accounts, as well as large, complex enterprise projects for individual sites or campuses, SES is able to establish ongoing relationships with its customers.

Communication, bi-directionally and both internally and externally, is another area that SES emphasizes. SES’ headquarters is designed to promote conversation when a customer visits. Whether it is access to executive leadership or having technology discussions and evaluations in our new Customer Engagement Center and Technology Evaluation Lab [CEC], we want to make sure we can address the right issues with the right people. SES also places a lot of emphasis on associate updates and transparency. One key example for associate engagement is our quarterly internal town halls and Q&A sessions across North America.

FELIX GONZALES: SES strives for continuous growth across all aspects of the business. Whether the targets and strategies are focused around sales growth, customer satisfaction or internal efficiencies, we want to ensure our business is growing in the right areas and make an impact to the overall business, not just growth for the sake of growth. The SES Difference is identifying what moves the performance needle in a targeted, sustainable and meaningful way, not just business results, but for the customer experience as well.

One example of this is our Variable Performance Management initiative. Through this initiative, we focus on associate and business process improvement by targeting performance outliers, specifically bottom outliers, to bring them in alignment with average performance levels. By improving the specific underperforming areas or business processes, the average improves and lifts the entire business.

At SES, we also embrace quantitative sales and business models that allow us to focus on statistical realities, other than gut feelings and instincts. When looking at long- and short-term goals, it is important that we have established evidence and reasoning before moving forward or adjusting our approach. Many times it is easy to look at a trend or what a competitor is doing well and think that it will work in our business, but the realities of the situation are much more complex. It is important that SES focuses on what we do best and where we can improve.

A Collaborative Approach

GONZALES: The SES Difference is centered around client engagement. As a very customer-focused organization, engaging in conversation around security challenges and needs enhances our unique solutions. Cross-collaboration among our client’s security team, SES teams and our strategic technology partners guarantees superior results. Client collaboration thrives at our state-of-the-art CEC, which features new and breakthrough technology from the industry’s premier security technology manufacturers for access, video, fire & life-safety, and integrated solutions.

The annual SES Security Symposium is another forum of client engagement. It is a two-day event for security, trends and breakthrough technology that brings together key senior-level security executives from an array of industries. Attendees have the opportunity to see the newest technology, network and learn from case studies, best practices and subject matter experts with a pulse on the state of the industry. The Symposium is also where we debut the annual SES Technology Outlook Report, a culmination of insights from these partners that fuel the advancement of technology in our space.

Ramping Up Training

STRAKA: We utilize a variety of avenues to recruit talent, including career fairs throughout North America, Internet job boards, advertising, relationships with educational institutions, and involvement with technology, trade and professional organizations. One of our most effective recruiting methods is employee referrals and our relationship with peers and colleagues in the industry who recognize SES as a premier employer offering best-in-class benefits and professional development opportunities. SES employment candidates are evaluated on work history, breadth of experience, technical knowledge and industry or related experience. We also look for associates with diverse experience, who embrace change, are client-focused externally and internally, and work well both at an individual contributor and team level with the highest level of integrity.

In 2019, we enhanced our focus on “Investing in Our People” with new and enhanced associate development training, certification programs and the expansion of our SES University training center. It now houses state-of-the-art training facilities specialized for SES’ call center, alarm monitoring dispatchers, account management associates, operations and service technicians, and customer experience teams.

This year we launched a tech training program certifying to two levels: SES Certified Technician and SES Master Certified Technician. The program certifies competency in access, intrusion, video and fire & life safety, and includes meeting various clearance levels/certifications required by some of our top customers.

SES University (left) trains monitoring dispatchers, account managers, service techs and customer experience teams. The latter encompasses personalized customer meetings (right).

No Firm Is an Island

GONZALES: SES is proud to actively contribute to local communities and national organizations. At SESHQ, we have established an associate committee whose mission is to focus on positively impacting organizations that operate close to where we call home. Locally, SESHQ participates in a number of annual activities including food drives and holiday fundraisers.

SES strives to impact the community around us and national organizations supporting meaningful causes, including Harvest for Hunger, National Center for Missing & Exploited Children, Make-A-Wish, American Heart Association, American Red Cross, Freedom House for Women and National Law Enforcement Memorial. Additionally, SES integrates a charitable element into our Global Security Exchange [formerly ASIS] trade show booth.

At GSX 2018, we donated $2 for every badge scan to Stand Up to Cancer, totaling $7,000. SES also contributes to the security industry by sharing knowledge through participation in speaking events, as well as through meaningful peer engagement and our annual Technology Outlook Report. It features valuable information from leading security technology brands, highlighting case studies, new trends and breakthroughs.

Check out this slideshow for more pics of the 2019 Large Installer of the Year.

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