Find news and information for the executive corporate security director, CSO, facility manager and assets protection manager on issues of policy, products, incidents, risk management, threat assessments and preparedness.
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21 www.SecurityInfoWatch.com | SD&I | July 2014 an integrator installs has evolved from a plain box component to hardware that requires regular maintenance or can be extended beyond security. Being able to provide proactive, preventa- tive maintenance for anything that rides on the home network is a great way to boost RMR. That's exactly what Henry Clifford, owner of Livewire LLC, Richmond, Va., found out. He realized that his home security and interactive services customers (he's a Hon- eywell Total Connect and alarm.com dealer) wanted to be assured their networks were up and running and modems and other connec- tivity devices were humming away. He began installing what he calls a "black box" from a manufacturer (ihiji) that enables him to remotely and proactively assess the customer's network as well as the health and well-being of devices. The beauty of the offer- ing is that it allows him to offer support and the ability to diagnose and assess the system's network health remotely. The majority of problems are quick fixes that can be accom- plished without a technician and a truck roll, which industry consultants peg at about $250 per dispatch on average. Livewire's service is branded as Invision, and Clifford gets on average $49 per month for the small piece of hardware which sits on the customer's network and is cloud-based. The customer's premises is provided with power surge strips which can be cycled from the web via the IP address. Clifford says the company gets alerts on a dashboard and can fix problems before the customer even knows they exist. "That lets us change from a reactive to a proac- tive service provider," he says. It also makes the customer stickier, he adds. Clifford and Livewire recently received a 2013 Best Prac- tices Award in the RMR category at the 2013 CE Pro Summit for this residential integra- tion/RMR approach. Think Total Solutions Selling What's also important in the move to ser- vices and more RMR is a focus on total solutions selling. Customers today want business intelligence and additional data, and that's what they can get with their con- nected devices. Steven Paley, president and CEO of Rapid Security Solutions LLC in Sarasota, Fla., has been focusing on low-voltage connectivity services for customers. He recently began offering Internet communications, and will parlay that into additional interactive ser- vices. Paley recently morphed his traditional hourly service plan into a preventative care program, providing various levels of service for a monthly charge. He's also toying with the idea of providing additional systems instruction courses to customers, although basic training is included in system instal- lation. Rapid Security Solutions is ranked No. 13 on the 2014 listing of SD&I's Fast50, ranking America's fastest-growing systems integrators — read more about the Fast50 at www.securityinfowatch.com/sdifast50. "It's not just about the equipment, but what the equipment does for the customer," Paley says. "It's all about managed services." Paley has been focusing heavily on pro- viding business intelligence through cameras with video analytics — a great way to col- lect data for customers such as retailers, who can use that information for people counting, store dwell times, cash register exceptions, heat mapping and other valuable criteria for business management. Video analytics has matured, allowing it to mine data more effi- ciently. It has also become less expensive to cull data as technology continues to improve. Not every camera needs to incorporate video analytics, but instead, certain cameras can target specific areas of the store or pro- tected premises, Paley says. "Most custom- ers are not using analytics on all cameras, but instead, on select devices, usually two to three cameras depending on the type and size of the business and the nature of its operations," he says. Depending on the type of camera and its analytics, whether basic or advanced, Paley charges on a per-camera basis anywhere from $10 to $40 per month. Preventative mainte- nance agreements for video surveillance "It's not just about the equipment, but what the equipment does for the customer...It's all about managed services." —Steven Paley, Rapid Security Solutions