Value of Video Tours Instead of Guard Patrols

Let’s move on to another service typically provided as a part of the remote guarding, video tours. Essentially, video tours accomplish much the same thing a roving guard would while doing rounds. The difference is the tours or rounds are performed from the remote monitoring center using cameras located throughout a customer’s facility. Similar to event monitoring, the cameras are viewed over the Internet, one at a time in a specified sequence and at specified intervals.

The operators in the remote guarding center have instructions that tell them what to look for and what to do in the event they see something. Remote guarding operators can look at and
react to not only security-related issues but also safety factors such as blocked emergency exits, downed power lines, water leaks, damaged fences, etc. They can also look for compliance-related issues.

An added benefit of video tours is they ensure cameras are working properly, their views are clear and lighting is sufficient. This reduces the possibility of recorded video turning out to be poor quality or even worthless. This alone is a valuable service and can be sold separately, perhaps with a periodic check that the onsite recorder is also working properly.

Video Chaperone Adds Personalized Touch

An extension of the video tour concept is the video chaperone. This is a service whereby someone at the customer’s location contacts the remote guarding center and asks them to monitor their activity, for example, leaving an office building and going to their parked vehicle late at night. The monitoring center uses existing cameras to perform this service, perhaps even following the person using a pan/tilt/zoom (p/t/z) camera until they are seen to be safe.

As an example of how and where this service might be applied, let’s take a hospital. Most hospitals have both remote parking areas and parking garages or decks, areas prone to assaults and vehicle break-ins. The typical countermeasure is guard patrol. However, these areas can be quite spread out, making it difficult and time consuming for a single guard to protect.

Video tours can cover the areas rapidly and cost effectively to act as a “force multiplier.” In the event something is seen, once again, audio announcements can be made and/or onsite security notified. This application is also perfect for the video chaperone service. Hospitals operate round the clock and staff regularly come and go throughout the day and night.

How Best to Win Jobs Early

One of the best approaches to getting started with and succeeding in remote guarding services is to pick a limited number of target vertical markets, perhaps ones you are more familiar with and have a good understanding of their business risks. If generating RMR through remote guarding is new to you, it will help to get a few wins and “reference” projects.

Partner with a reliable, experienced remote guarding provider that will help you apply the services appropriately and win business. Since in many cases your compelling argument for the sale to the customer will be in reducing or possibly eliminating the need for guards, a partner that understands how the guarding business works can be a huge asset. Also make sure the remote guarding provider will be around for the long haul.

Consider the possibility of working out an equipment leasing program or rolling the cost of the equipment and installation into the monthly charge. Sometimes the biggest customer objection will not be the cost of the service, but rather the initial capital investment they will need to make.

Recognize that while this will create substantially greater revenue for you, the expected margins are different than on a typical intrusion or fire monitoring contract. This is important because you don’t want to set your pricing so high that you are not competitive. Unlike standard alarm monitoring, remote guarding services pricing is not mature and it can be difficult to know exactly how much to charge. Often the key is to base it on the savings to the customer.

Be sure your technical staff understands IT. Even if the cameras at the customer’s location are analog, the video from them will ultimately need to end up on the Internet. That means routers, firewalls, ports, etc. Also, don’t cut corners on equipment or the Internet connection. Remote guarding is only effective if the quality of the video received is high.

Dedicate sales staff to this service sales function if you haven’t already. Frequently, salespeople who are good at selling products and systems have a difficult time making the transition to selling services. Also, develop a good sales incentive plan for remote guarding services.

Jerry Cordasco (781-457-0748) is Vice President of Operations for G4S Technology’s Remote Video Monitoring business in Boston.

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