Security Dealer & Integrator

AUG 2018

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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38 Security Dealer & Integrator / August 2018 experience. is will keep service pro- viders ahead of the rapidly evolving technology in the smart home space and give them remarkable new video capabilities and use cases to market and sell going forward. 3 View new entrants – especially DIY competitors – with caution. e increasing demand for residen- tial video solutions has attracted new entrants, including small startups and large technology companies. ese players take multi-channel approaches to the market, selling both directly to consumers and through service providers. What impact will these products have? What are the risks of offering them to customers? Our panel shared the common per- spective that service providers enjoy key advantages in the market. Many customers lack the time, interest or skill to select, install and configure cameras on their own; instead, they prefer to depend on a professional for a reliable installation with ongoing ser- vice and support. Many residential video installa- tions include outdoor cameras that require wired power and broadband – an added complexity that reinforces customer preference for either profes- sional installation or a DIY provider who offers a more supported service than retail products. From a business perspective, the panel raised several concerns about partnering with these new entrants, including missed RMR opportuni- ties as well as the potential risks and costs of installing a standalone camera that cannot be supported remotely; however, the greatest concern is that these offerings compete directly with service providers. e panel discussed how both Nest and Ring have recently expanded their product lines to include security devices that are marketed as a substitute for a professionally installed and serviced system. Initially, these companies offered what appeared to be complementary products, but today they are clearly competitive. Service providers who installed one of these video doorbells or cameras introduce a competitor into their customer's home. 4 Operationalize video into your security business. What practical advice did our panelists have for efficiently installing and supporting video solutions? First, panelists agreed that it is important to demonstrate the video experience during the sales cycle. As well as helping customers understand the value of an integrated solution, it sets expectations for video perfor- mance and overall experience. A cus- tomer who views a video feed from the type of camera they are buying will have a realistic expectation of picture quality and feature capabilities. From a performance and support perspective, panelists recommended requiring a Wi-Fi speed test as part of the sales order. is ensures a high-performing and reliable solu- tion, and customers can address connectivity issues before the instal- lation while the service provider can avoid the additional support burden. Businesses can easily add a link to a Wi-Fi speed test to their websites for customers or sales representatives to access from the property. ■ » Brian Lohse is Senior Director of Commercial Platforms for To request more info about the company, please visit www.securityinfowatch. com/10216128. Residential Security Installation Tips The panelists shared these words of wisdom on improving the video installation process: Always test camera connectivity at the installation location before beginning physical installation. This is the opposite of how older cameras were installed. Making this change helps avoid unnecessary headaches and costs with wireless cameras. Pre-pair wireless access points with the cameras slated for installation. Wireless access points provide connectivity without the complexities of working with the customer's Wi-Fi router. This best practice speeds up installation and improves the experience for both your customer and technician. Always use video cameras and services that integrate with your back-end technology partners. This best practice ensures that service providers can pre-configure devices, run system checks and diagnostics, and address trouble-shooting and support efficiently. Standalone products that do not integrate with into your operations can lead to more issues and problems than expected.

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