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.

Another unique component to Diebold’s exceptional service is its Engineering Center of Excellence, a hub to create and test systems for challenging sites as well as ensure consistent delivery for national account customers. The integrator designs and builds systems from the ground up, creating fully documented plans that enhance efficiencies, such as being able to diagnose issues with an installed system prior to dispatching a technician.

One of the true aces in Diebold’s hole is SecureStat, a centralized, Web-based software as a service (SaaS) security management system designed and developed in-house. Through a single interface, it allows security manager customers to dynamically administrate security programs across an entire enterprise in real-time. The basic functionality is provided to monitoring and service customers at no cost.

“SecureStat streamlines and centralizes security information and services, enabling our customers to view, measure and control all their security systems, devices and information directly from the online portal,” says Vice President, Technology Jeremy Brecher. “And because SecureStat is browser- and hardware-agnostic, security managers and field associates can access these services from any browser, smartphone, tablet or PC – supporting today’s BYOD [bring your own device] trend.”

RELATED: Diebold Advances SecureStat With Business Data Analytics, Workflow Management

Aspiring to Inspire Associates

A high level of customer service is only achieved and maintained when employees are properly trained, empowered to respond to customer needs and motivated to produce results. Diebold addresses these critical personnel challenges in a number of ways.

Training programs include: Four weeks of initial monitoring center on-boarding for associates to complete CSAA Levels 1 and 2 training and certification; one week of onboarding for sales associates to learn all about the company, and an Electronic Security Sales Summit is held annually; specialized training with online modules offered to service associates, technicians and operators; service techs average 110 hours of training annually with strong emphasis on skill mastery and certification; policy training modules are available to all associates via COMPASS, an online education tool; and continuous learning in which associates participate in educational programs at one of four training centers.

Diebold deploys several tools an
d programs to motivate, engage and retain associates, including: peer recognition programs for outstanding performance, customer service or resourcefulness; monitoring center recognizes an Employee of the Month; outstanding sales performance recognized annually at a Sales Champions Summit; theme days, puzzles and contests for high achievement; tuition reimbursement for associates to enhance skills, abilities and education; encourages internal talent for promotions and career opportunities; promotes associates to adopt healthy lifestyles with free health assessments and coaching; and surveys associates for insights into the culture and business.

“Our associates bring unique experiences to our organization. Through our culture of inclusion, we value every idea, opinion and best practice offered,” says Byerly. “The flow of ideas and information isn’t exclusively from the top down. It moves up, down and laterally throughout our organization. Following this practice, our mode of operation is not just the Diebold way or the industry’s way; it’s the best way.”

Partnering Is Paying Off

Diebold’s business model is based on combining physical, electronic and logical security principles with people, process and technology to deliver integrated security solutions that meet customers’ operational and security needs. The company has leveraged its financial market expertise, experience, broad capabilities and innovation to grow its electronic security commercial national accounts program, which it expanded in 2012.

“The expansion of our sales force and commercial national accounts has enabled us to grow steadily the past three years,” says Felix Gonzales, vice president strategic initiatives and business development. “We’re pairing highly trained industry veterans with large corporations to broaden our security business and enable better outcomes for those customers. We added more than 160 new commercial and financial customers with thousands of locations in the past two years.”

Diebold’s impressive list of clients includes the Hope Diamond, World Trade Center Transportation Hub, United Nations, Lincoln Center for the Performing Arts, Christie’s, and tens of thousands of financial institutions, commercial enterprises and other businesses. The company has collected more than 100 written customer testimonials from a wide range of top national companies.

Recent marketing efforts include implementing a fresh print campaign, several new pieces of customer-facing collateral, hosting Security Symposium events and introducing a series of traveling Diebold Security Technology Seminars featuring technology and security topics. The company also distributes internal bulletins and employee newsletters to keep associates informed about technology and security trends.

“We continue enhance several well-received marketing initiatives and additional customer outreach rooted in knowledge-building and peer-to-peer collaboration,” adds Gonzales. “By working to continuously improve our ability to connect with, inform and learn from our customers, we gain valuable insights that allow us to provide a better experience and also reinforce our position as not just a security provider but a true security partner.”

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About the Author

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Scott Goldfine is the marketing director for Elite Interactive Solutions. He is the former editor-in-chief and associate publisher of Security Sales & Integration. He can be reached at [email protected].

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