How Diebold Won SSI’s Installer of the Year Award
Outstanding leadership, processes and personnel helped Diebold Security earn SSI‘s 2015 Installer of the Year accolade.
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From the days of the Wild West to those of the World Wide Web and beyond, Diebold has staked its claim far and wide as a top tamer of safety and security frontiers. Founded in 1859 in Cincinnati by Charles Diebold as a small safe company, the firm carved out a stronghold in the financial institutions market and has spent more than 155 years growing its products, services, and footprint to become one of the world’s largest security providers ($3 billion in 2014).
One of the company’s greatest recent success stories is its electronic security systems business, Diebold Security. The unit now generates a fifth of total corporate revenue and recorded double-digit growth in both sales dollars and order volume during 2014. These results can be attributed to outstanding leadership, processes and personnel – virtues that weighed heavily in Diebold Security being named Security Sales & Integration‘s 2015 Installer of the Year.
“Focused on meeting the unique needs of commercial and financial enterprises on a regional, national and global scale, Diebold Security’s extensive understanding of complex business issues has allowed us to develop innovative, customizable, scalable and replicable security offerings that resonate with large multisite customers,” says Executive Vice President Tony Byerly, whose career of leadership in 2014 landed him in SSI‘s Industry Hall of Fame. “Plus, we’re both a security monitoring provider and a systems integrator, delivering the best of both services to our customers.”
Diebold’s nationwide portfolio includes access control, video surveillance, and intrusion and fire detection solutions, along with systems design, installation, integration, CSAA Five Diamond Certified monitoring, and managed services. In addition to its core mission to protect assets, the company’s security solutions also help customers address critical business needs.
Among the prevalent outcomes Diebold focuses on are enhancing security and mitigating fraud; improving operating efficiency; and delivering optimum customer experiences. Diebold Security’s award-worthy operations are explored in the following best practices profile of its customer service, personnel management, business strategies and industry citizenry. Also, Installer of the Year runners-up Bates Security, Select Security, Tyco Integrated Security and Vector Security are highlighted.
Ensuring Favorable Outcomes
Diebold Security touches thousands of customers daily through phone calls, installations, billing, service calls, alarm dispatches, appointments and more. Through it all, the company strives to uphold reliably premium service across its five customer touch points: account management; monitoring; installation; service; and billing. According to Diebold, its scale and skill enables implementing large-scale projects without disrupting daily operations or its existing customer base.
Diebold’s national accounts footprint includes more than 100 branch offices in and near major metropolitan areas throughout the United States and Canada. This facilitates face-to-face interactions that foster close relationships between clients and their reps. In addition, the firm operates nearly 400 locations where various equipment and parts are stored to support field operations for in excess of 4,000 service technicians.
“With our core business philosophies based on people, process and technology, we take great pride in providing high-level customer satisfaction in every interaction,” says Kevin Engelhardt, vice president, field operations. “We invest heavily in customer service via training, technologies and certifications. We measure customer satisfaction through proactive surveys. We analyze performance metrics and implement policies that help us continually improve our customer and associate satisfaction.”
Diebold’s three monitoring centers in Ohio, Hawaii and Mexico keep a watchful eye on customers’ assets and monitor the health of their automated security, surveillance and energy-related systems. Key to ensuring customer satisfaction at these facilities is Diebold’s CARE (Customer Account Representative for Event Monitoring) team. A specific CARE team member is assigned to each account as that customer’s primary contact for questions, concerns, training, and account changes or updates.
“Our monitoring centers document specific operator metrics to measure results and ensure customer satisfaction,” says Damon Kanzler, vice president, centralized services and business processes. “We record all calls so shift supervisors can randomly analyze customer service quality and client resolutions. Our Customer Retention Program focuses on high satisfaction every day on every customer touch point. Monitoring center associates are trained and responsible for recognizing signs of dissatisfaction on any customer communication.”
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