Select Security Remains a Chosen Provider
Implementing new customer initiatives, optimizing the customer experience and more led to Select Security being named runner-up for Security Sales & Integration’s 2015 Installer of the Year program.
A 2014 Installer of the Year winner, Lancaster, Pa.-based Select Security enjoyed net attrition of 4.75% in a year when it recorded 25% organic growth. During the period, the firm brainstormed new customer initiatives, optimized the customer experience, and reviewed shortcomings to ensure lessons were learned. One of the most noteworthy outgrowths of this focus was development of Select’s mobile app to provide customers with a single-source resource accessible on the go.
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The app provides control of Alarm.com interactive services and many other functions that used to entail additional work customers. Rather than having to memorize a phone number or rush to find a sticker with it, customers can just click one button to call the monitoring center to cancel a false alarm. If they forget how to use their system, they can use the app to watch custom tutorials or download training documents. Plus, the app provides 24/7 customer care tools such as service requests and real-time viewing of service tickets and invoices.
Select Security has also invested in systems working together to provide information to the people who need it. For customers, this could mean an E-mail appointment reminder along with a photo of the assigned technician. For associates, it could mean a notification when a customer has had multiple service requests within the past few weeks. The firm is also pairing stocking technician vehicles based on certification and capabilities with GPS so service dispatchers can match jobs to the appropriate tech and reduce go-backs due to equipment or skill issues.
“We’ve placed a great emphasis on making sure we get the right data to the right people at the right time,” says Select Security President Steve Firestone. “We are creating a company culture where people feel engaged and appreciated, one where we can become more efficient and in turn provide a more positive customer experience.”
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Select Security’s investment in the communities it serves reached a new level in 2014 by sponsoring Western Kentucky University’s football, basketball and baseball teams. The firm also supports local civic organizations with charitable donations, and is a highly visible member of the security industry.
“[CEO] Pat Egan’s experience and passion for growth recently earned him a place in SSI‘s Hall of Fame,” says Firestone. “We strongly feel it important to share our experience with the security industry, which is why I serve on ESA advisory boards.”
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About the Author
Scott Goldfine
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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