How EMC Security Earns Each Customer’s Loyalty
EMC’s unique business model helps it stand out among its competitors. Execs discuss how its found success, its expansive portfolio and much more in the latest Security Speaking podcast.
Founded in 1998 and based in Suwanee, Ga., EMC Security is owned by member-owned electric service providers Jackson EMC, Walton EMC and Grey-Stone Power.
Having grown 85% organically from one to more than 60,000 monitored customers, the 125-person company’s projected $30 million in 2022 revenues will be derived from a mix of approximately 63% residential and 37% commercial accounts throughout Georgia. In recent years, EMC Security’s broad portfolio has further expanded into commercial integrated services.
EMC differentiates itself from other professional security integrators by not requiring customers to sign long-term contracts. It also doesn’t shy away from offering DIY products. It instead puts an emphasis on top-notch customer service to retain its subscribers.
“We have always operated with the premise that we would earn our customer’s business every day. Since our first customer in 1998, we have never required our customers commit to a long-term contract for service,” says EMC Security President Vince Raia. “With no contract to ‘hold’ the customer, we have to remain intently focused on every single interaction, be it initial sales, technical support, monitoring response, service response, after hours. All must be as close to flawless as possible, or we risk losing our customer.”
To gain insights into EMC Security’s intriguing operational structure and find out how it has weathered the ups and downs of the marketplace while continuing to evolve, SSI Editor-in-Chief Scott Goldfine spoke with Raia, as well as Operations Manager John Reeves, Director of Communications Jennifer Kimble, General Manager Gene Musco, Services Support Supervisor Lauren Dean and Controller Chuck Davis.
The execs touch on a number of topics, including:
- How the company remains debt-free
- Handling service calls efficiently and cost effectively
- Promoting a strong company culture
- Entering the world of PERS
- And much more!
You can watch the full conversation in the latest edition of Security Speaking below, or listen or download it directly from SSI. You can also listen to it via your streaming platform of choice. A version of the discussion with additional responses can be read here.
Listen to this podcast using the embedded player below.