NASHVILLE, Tenn. — Security Sales & Integration Editor-in-Chief Scott Goldfine sat down with ADT’s new President of Dealer Partnerships and SSI Hall of Famer Joe Nuccio at this week’s ESX show to talk about his new role.
After joining ADT, Nuccio quickly realized the type of opportunity in front of him. “Going into the dealer program and just taking a really clear look at it, one of the things that was really important and one of the things in Tim Whall’s initiative, is ‘one ADT.’ It’s really important. Dealers and the direct side, we’re all the same.”
He continues, “A couple of immediate things we did was realign the regions so the regional directors for the dealer group, align with the RVPs on the direct side. So we have that collaboration, we have the meetings, everybody gets to know each other really well. Everybody feels like they are moving in the same direction.”
Nuccio also talks about what the company is doing to help dealers. “One of the things that became glaring to me was our training, How do we make dealers successful? We took a look at our programs and although they were good, the opportunity to improve them was pretty dramatic.
So one of the things that we’ve done is revamp that whole training and recruitment area. Really thought about when a dealer comes in, how do they become successful, how do we continue to train and develop them?”
When asked about what changes Nuccio wants to implement within the next year, he states that he wants to continue improving customer service.
“The longest call waiting in our call centers used to be fairly lengthy, today its under 60 seconds … We are very, very close to being live operators.”
Nuccio is so focused on customer service, he gives out his cell phone number for independent dealers interested in the program. “I’d be glad to talk to you and be able to help you and give you some guidance.”
You can hear all this and more in the podcast below:
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