Vector Innovates to Reduce False Alarms, Keep Customers Happy
Vector Security, a 2019 SSI Installer of the Year runner-up, has played an integral part in false alarm reduction efforts through the implementation of ASAP-to-PSAP.
This was among the strongest showings ever for SSI’s Installer and Integrated Installation of the Year Awards. Read about the winners in the July issue of SSI and browse the SAMMY page to read about more runners-up.
As the rate of technology innovation grows exponentially, it is integral to harness the latest solutions. False alarms are a major issue for the security industry.
However, the emergence of ASAP (Automated Secure Alarm Protocol) to PSAP (Public Safety Answering Point) technology has proven to be an effective weapon in helping the reduction of false alarms.
Vector Security President and CEO Pam Petrow, an SSI Industry Hall of Famer, collaborated with The Monitoring Association (TMA) and the Association of Public Safety Communications Officials (APCO) to help develop the technology.
ASAP-to-PSAP speeds up alarm notification delivery, reduces the number of phone calls and processing time, and eliminates human error. Vector has brought several agencies online with ASAP in 2018 and continues to work with municipalities and other alarm companies to implement the protocol.
When it comes to keeping its customers satisfied, Vector has all its bases covered. The company opened two retail stores last year for local brand awareness and easy access to smart home and business security and automation solutions.
Successful programs include revamped customer portals, a home automation app, an e-commerce store and an online customer knowledge center. The company also offers packaged residential security and home automation offerings based on its most popular products, services and price points.
To ensure satisfaction among its account base, Vector continuously evaluates its customer service. “We survey customers and listen to feedback from our call center, central stations, online forms, review sites and other sources to continuously improve our service to customers,” says Art Miller, vice president, marketing. “We regularly solicit feedback from customers through Consumer Affairs. Customer reviews are responded to within one business day, but usually a lot sooner. We also conduct surveys after every service call and installation.”
In order to keep customers happy, Vector understands the imperative to keep employees up to date with changes in technology, as well as customer expectations. The company provides multiple sources for training, with many roles using a combination of classroom training along with on-the-job training. Some positions offer job shadowing/mentoring.
“We have leadership training for all the management level employees through Development Dimensions Int’l (DDI) which focuses on performance management, employee development and employee communication,” explains Petrow. “Also, at the management level, we have a six-part, two-year program called Vector University, which instructs on operational, financial, leadership and strategic planning.”
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