National Account Security Solutions | Protection 1
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National Account SolutionsA B E T T E R C H O I C E F O R Y O U SM
Only 1 national account company
is a better choice for you.
CO RPOR ATE HE ADQUARTE R S
F I ELD OF F ICE S
MO NI TORING CE NTE R S
NAT I O NAL ACCOUNT CE NTE R
Minneapolis
TopekaKansas City
St. Louis
Chicago
Denver
Seattle
Portland
SacramentoPleasanton
San Jose
Pensacola
Atlanta
West Palm Beach
Jacksonville
Orlando
LongwoodTampa
Nashville
Birmingham
Memphis
Knoxville
Gaylord
Detroit
Cleveland
Columbus
Cincinnati
Indianapolis
Louisville
Oklahoma City
Dallas
McAllen
Salt Lake City
Albuquerque
Tucson
Phoenix
Las Vegas
Riverside
Visalia
San Diego
Orange CountyLos Angeles
Houston
Gulfport
New Orleans
Austin
San Antonio
El Paso
Wichita
Miami
Savannah
Greenville
Charlotte
GreensboroRaleigh
Baltimore
Philadelphia
New JerseyLong Island
Manasquan
Connecticut
AlbanyBu�alo
Portland
BostonManchester
RichmondLawrence
Cypress
DISASTERRECOVERYCENTER
NAT IONAL ACCOUNT CENTER
PROTECTION 1 LOCATIONS
We set out to create a new standard by which
national account service can be measured, and
then take that beyond your highest expectations.
• We have a national footprint with more than
2,600 employees at over 60 locations.
• We provide installation, maintenance and
monitoring to more than 1 million residential
and commercial customers in the United States.
• We operate a dedicated national account
monitoring center along with four additional
redundant, company-owned monitoring centers
in the United States.
All of our centers are
UL Listed and FM-
Approved to provide
alarm monitoring,
service dispatching,
technical assessment
and support services.
Three layers of monitoring provide protection
through our primary computer system, our on-
site back-up system and off-site at our Disaster
Recovery Center.
• Our sales, design and project management
teams customize security solutions and deliver
them nationwide—they serve as a dedicated
national account support team for all facets of
your business.
• Protection 1 partners with industry-leading
technology providers to deliver solutions
designed to fit your unique security needs
and budget considerations.
• We are flexible with
a built-in ability to
conform to your
requirements. To that
end, we train and
certify technicians
at a local level to
ensure they are up
to speed on the latest technologies and integrated
systems, as well as your way of doing business.
Our commitment is to provide you with the highest
quality service and products in the industry at
all levels of interaction. Please read on to see the
many reasons why Protection 1 is a better choice
for you.
N AT I O N A L A C C O U N T S O L U T I O N S
Protection 1 is the second largest national security company and 1 of the most trusted names in the
industry. Our leadership team has spent most of their careers in the security business and knows what
it takes to deliver the highest level of service to you. Over the years they have learned what works at
the national account level—and what doesn’t.
The 1 Touch Pod℠ delivers on all points of your
national account from our facility in Dallas.
• Scope development
• Application design
• Order entry
• Project planning
• Installation and service scheduling
• Project management
• Project closure
• Quality control
• Billing
• Technical support
• Customer relations
• Performance monitoring
You can meet or reach your entire team with just
1 visit or phone call. Someone familiar with your
national account will always answer the phone,
saving time and frustration.
Only 1 national account company puts your
team within walking distance of each other.
Our unique 1 Touch Pod℠ approach breaks new ground. Rather than staffing a national account with
functional experts in different departments that work for all of our customers, Protection 1 assigns 1
dedicated support team to each individual national account. Our unique “pod” configuration of employees
sits, works and collaborates together on your specific account to ensure exceptional service across every
area, every day.
N AT I O N A L A C C O U N T S O L U T I O N S
• Our advanced telecom technology allows you
to have face-to-face video calls with your entire
support team when it is most convenient. If you’re
too busy to travel to meet your team, we can
arrange a virtual tour to familiarize you with our
people and capabilities.
• Each support team has years of experience with
multiple intrusion, fire systems, enterprise access
control, IP video systems and communication
technologies.
• Our design staff includes Nicet Certified Fire
Designers, and the on-site team can design and
produce complete drawings using the latest CAD
technology, providing system layout and full
engineering support.
• We monitor account-specific data on a daily
basis, including alarms, open/close activity,
service calls and installation progress. We identify
anomalies or exceptions and research their root
causes. This keeps your national account on track
with expectations.
We created this unique support approach because
we believe that when 1 team works together to
close gaps and eliminate hand-offs, there is a
dramatic difference in your overall experience.
“ I’ve been in the security industry for over 25 years.
I’m not exaggerating; the approach Protection 1
takes to national account management is unique
because it keeps people talking to each other and
all on the same page—including the customer. ” Marty Hale
Director National Account Center
Stephen Hopkins, Senior Vice President Operations & Corporate Services
Marty Hale, Director National Account Operations
Only 1 national account company aligns its
management with customer satisfaction.
National organizations know the importance of delivering consistency across multiple locations. Our
experience has taught us that having excellent local service at some locations and mediocre service at
others just doesn’t cut it. We addressed this problem head-on and created a unique approach that puts
an end to varying levels of field service while promoting nationwide consistency for your national account.
HERE’S WHAT MAKES US A BETTER CHOICE FOR YOU:
“ We’re a national company with local offices run
by Field Managers who have the power to say
‘Yes!’ We combine the resources of a national
player with branch employees committed to
exceptional local service.”
N AT I O N A L A C C O U N T S O L U T I O N S
Paul Straten
Regional Vice President
• National Account Managers direct a customer
pod of Protection 1 employees that have been
trained to service your account the way you want
it done—we do not take a cookie cutter approach.
• Each 1 Touch PodSM is unique to a single client
and reflects their special needs. A 1 Touch Pod℠ is
comprised of people from account management,
installation, service, monitoring, order entry,
billing and collections.
• Field Offices work directly with each 1 Touch
Pod℠ and are compensated relative to their
customer satisfaction scores. We survey each
national account on a regular basis, providing a
strong incentive for Protection 1 employees at
over 60 field offices to meet or exceed customer
expectations. Field management aligns with
national account satisfaction.
Jesse Blaine, Installation Technician
Aaron Young, Operations Manager
Brad Brandenburg, Installation Technician
Only 1 national account company responds
to service requests in less than 1 day.
• We only dispatch technicians who are certified
to service the systems installed at each of
your sites.
• Our exclusive Tech Tracker℠ service is designed
to help you know which technician is coming to
perform your installation or service. Tech Tracker℠
allows you to view technician certifications, track
technician ETA and receive updates on technician
on-site arrival time via email or text messages.
• Our local managers are service delivery leaders.
Every department at Protection 1 believes that
you deserve our best response and we are driven
to deliver.
Protection 1 provides the highest possible level of service across all areas of our national account
division. We pay careful attention to customer needs at every point of interaction and are passionate
about delivering prompt, same-day service call resolution.
“ Protection 1 uses advanced technology to
deliver old-fashioned, personalized service.
I am proud to be part of this team. ”
N AT I O N A L A C C O U N T S O L U T I O N S
Bryan D. Ahler
National Account Manager
Only 1 national account company provides
this mix of high-tech with a human touch.
Don Young, Chief Information Officer
National account customers have unique needs that can differ based upon their particular business, their
location footprint, existing equipment and a long list of other variables. We work hard to understand each
customer’s specific needs and draw upon our years of national account expertise and advanced capabilities
to meet them.
“ I’m biased because I work for Protection 1, but
time and time again I have customers tell me
that we just flat out do a better job. I agree. ”Joe Sanchez
Senior Vice President
Customer Operations
N AT I O N A L A C C O U N T S O L U T I O N S
Protection 1 is committed to providing you with the
best people, products and services. Our high-tech
offerings are second to none.
• In addition to advanced solutions for intrusion
detection, fire, IP and analog CCTV, access control
and web-based security services, we also provide
support for your legacy products with solutions to
improve them.
• Advanced solutions also include conversions
from PSTN to IP/GSMR, video surveillance IP
technologies contained on independent or wide
area network infrastructures and hosted access
control utilizing Internet access for inter-company
networking.
We love technology, but not when it gets between
us and our customers.
• We don’t put you
into an automatic
telephone response
system. When you
call our service center,
a real, live person
answers the phone
and gets things
moving immediately.
• We train customer service agents on all facets of
interaction and strive to keep transfers at less than
10% of all calls.
We stay on top of technology innovations and use
them to deliver better service to you.
Lisa Ciappetta, Senior Director Marketing & Services
Ibrahim Kassem, Director Application Development
Only 1 national account company
serves up data on your terms.
Protection 1 offers greater control and flexibility over your data with eSuite℠, our online information
portal. eSuite℠ connects you to alarm activity, critical data and more. It can even be used to custom
design an invoice to fit your specific needs.
“ IT and marketing are not back office functions
at Protection 1. We’re innovators who work
together with customers to create the solutions
they need. ”
N AT I O N A L A C C O U N T S O L U T I O N S
Jamie Rosand Haenggi
Chief Marketing Officer
eSuite℠
• eSuite℠ services allow you to assign site
administrator and user functions, add and
remove site contacts and change contact
information and personal identification codes.
• You can run site alarm activity and exception
activity reports by site, region and territory,
either on an ad-hoc basis or schedule receipt
of regular reports.
• You can also see service call activity, check billing
and accounts payable status and even submit
requests for site level user changes.
• Our Inventory Tracker℠ allows you to monitor
your equipment at a glance. It can flag aging
equipment and help you plan for capital
expenditures.
When time is the most precious resource,
eSuite℠ gives you access to data on your terms
so you can proactively run a business.
Only 1 national account company turns
a mountain of data into business insights.
Craig Boger, Account Manager
Steve Lewin, Senior Programmer/Analyst
Protection 1 is unique in many respects, but our reporting sets us apart from the competition. Each
quarter you can receive a formal 1 REPORT℠. This briefing summarizes your transactions such as alarm
activity, service, installation and financial investment.
“ Protection 1 doesn’t hold anything back. Clients
see our performance in black and white—that drives
each of us to consistently deliver our best. ”
N AT I O N A L A C C O U N T S O L U T I O N S
Stephen Hopkins
Senior Vice President Operations
& Corporate Services
The 1 REPORT℠ is written to make data actionable.
It helps you make informed decisions while it
enables us to deliver better service.
• You can use the 1 REPORT℠ not only to look back
at past performance and account activity, but to
make decisions as your business moves forward.
• This briefing fosters a transparent approach to
partnership by summarizing your quarterly data
and denoting exception activity.
• National account customers who receive the
1 REPORT℠ can also view the detail data behind
each summary via a secure web portal, down
to each activity and at the location level.
1 REPORT℠ integrates with daily information
provided in eSuite℠ to help you make informed
security decisions.
Only 1 national account company offers
this level of experience and flexibility.
Timothy J. Whall, Chief Executive Officer
Bob Dale, Senior Vice President Sales
Our Protection 1 management team has years of security and national account delivery experience
to help meet your needs today and into the future. Ask around and you’ll quickly find that our leadership
has a stellar reputation that was earned by pleasing customers just like yourself.
* Service approval ratings were taken from over 36,000 outbound calls by Protection 1 in 2009 and 2010.
Let us show why we are a better choice for you. For more information, please call
Bob Dale, Senior Vice President Sales at (800) 494-2197.
N AT I O N A L A C C O U N T S O L U T I O N S
National accounts aren’t something we handle as
a sideline to our home, business or multi-family
security businesses. We have built an entire
organization around a ground-breaking pod
configuration that puts qualified teams in place
to deliver nationwide security on your terms.
• Do you want invoices to look a certain way?
Done.
• Do you want billing set up in a certain manner?
No problem.
• Do you want reporting set up so you can view
exceptions at a glance? It’s handled.
• Do you have specific locations that need extra
attention? Our 1 REPORT℠ highlights them.
• Is there a certain way you “do things?” Our field
technicians are on board.
At the end of the day, we owe a great deal of our
success to the fact that when we make promises,
we keep them.
It works.
With over 1 million customers, Protection 1 has
an industry-leading 95.5% customer satisfaction
score* along with an A+ rating from the Better
Business Bureau.
T H E P R O T E C T I O N 1 P L E D G E
At Protection 1 our employees and their motivation set us apart. We relentlessly
focus on the customer experience—delivering what the customer wants, when
they want it—keeping our promises and compensating our employees on
customer satisfaction. Because our employees know they make a difference
every day, you receive their best. And while we deliver innovation to make life
better, we never lose sight of the fact that we are in the life safety business.
We take our commitments seriously. The combination of advanced technology,
high quality service and the passion of our employees make Protection 1
a better choice for you.
Timothy J. Whall
Chief Executive Officer
A B E T T E R C H O I C E F O R Y O U S M
©2011 Protection One Alarm Monitoring, Inc. All rights reserved. Licensing Information. AL: Electronic Security Board of Licensure, 7956 Vaughn Road, Suite 392, Montgomery, AL 36116, Telephone 334-264-9388. 643, 533, 744, 1018, 28211, A-0106 AR: Arkansas Board of Private Investigators and Private Security, 1 State Police Plaza Drive, Little Rock, AR 72209, 501-618-8600. E97-122 AZ: ROC190246 CA: Alarm company operators are licensed and regulated by the Bureau of Security and Investigative Services, Department of Consumer Affairs, Sacramento, CA 95814. CONTRACTORS ARE REQUIRED BY LAW TO BE LICENSED AND REGULATED BY THE CONTRACTORS’ STATE LICENSE BOARD WHICH HAS JURISDICTION TO INVESTIGATE COMPLAINTS AGAINST CONTRACTORS IF A COMPLAINT REGARDING A PATENT ACT OR OMISSION IS FILED WITHIN FOUR YEARS OF THE DATE OF THE ALLEGED VIOLATION. ANY QUESTIONS CONCERNING A CONTRACTOR MAY BE REFERRED TO THE REGISTRAR, CONTRACTORS STATE LICENSE BOARD, P.O. BOX 260000, SACRAMENTO, CA 95826. ACO-3717, 626615, ACB 4570, ACB 4571, ACB 4572, ACB 4573, ACB 5039, ACB 5052, ACB 5054, ACB 5292 CT: 185782 DE: 1998200138, 97-54, CSRSL-0029 FL: EF20000524 GA: LVA205766 IA: AC-0082, AI-0310 ID: SC-21391 IL: 127-001000, 128-000113, 128-000151, 128-000115 LA: F713 ME: MC60018702 MD: 03371885, 107-1603 MA: 7066C MI: 3601205122, 3602203841, A-0378, 5103229 MN: TS00502 MS: 15007478, 15007925 MT: 162, 299 NV: 0031668A, F189 NM: 58345, 08-0040 NJ: P01008, 0095786, BF 000354 NY: Licensed by the NYS Department of State. 12000261120 NC: 1285-CSA, 24466-SP-LV, BPN 001777P6 OH: 50-18-1493; 50-18-0003, 50-25-0001, 50-31-0001 OK: 621 OR: CCB116325, 34-428CLE PA: PA003926 RI: 9775 SC: BAC 5097, FAC 3162 TN: 638, 641, 642, 697 TX: Complaints can be filed in Texas with the Texas Commission on Private Security, 5805 Lamar Blvd., Austin, TX 78752. ACR-1637, B-08690 UT: 330634-6501 VA: 11-2533, 2705, 105226A WA: PROTEO022K2, PROTEOA033BP, 601 354 926 WI: 600-0000181681-01 WY: LV A 17 PNB001 8/11
(800) 494-2197 www.Protection1.com
A B E T T E R C H O I C E F O R Y O U S M