Thanks to Amherst Alarm Fewer False Security Calls Roam Buffalo
Here are a few best practice tips from Police Dispatch Quality (PDQ) Award runner-up Amherst Alarm.
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Founded by CEO Tim Creenan and his wife, Maryann, in 1984, Amherst Alarm is a full-service installation monitoring provider serving Western New York. With more than 50 employees, Amherst operates its own computerized UL monitoring center and its .035 police dispatch rate for the city of Buffalo in 2013 helped it claim finalist recognition for the PDQ Award for the second year in a row.
Highlights of Amherst’s diligent alarm management practices include: a customer letter on Enhanced Call Verification (ECV) demonstrating the process followed when an alarm occurs; sales staff using the Installation Quality (IQ) information script about procedures as well as client duties; posting false alarm reduction tips on its Web site and contributing to local newspaper articles; strict use of SIA CP-01 compliant control panels; using SedonaOffice management software to track and follow up on false alarms; and making sure all installers are minimum NTS Level I certified.
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“A weekly management meeting is held in which the top 50 accounts, with dispatches, are reviewed with the executive, central station, installation, service department and customer service management,” says Creenan. “The report is comprised of who is a problem and discussion of any account that needs further action is made and acted upon.”
Creenan is active in local (Western New York Electronic Security Association), state (New York State Electronic Security Association) and national (Electronic Security Association) security organizations in a variety of leadership and board positions. He has spoken at the FARA Annual Training Symposium on CP-01 and ECV processes.
Prospects, clients and other interested parties can take a virtual tour of the Amherst Alarm facility via the firm’s YouTube channel. Congratulations to Amherst Alarm on being a 2014 PDQ Award finalist.
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