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Creative Solutions TO ACHIEVE QUANTIFIABLE IMPROVEMENTS


WE HEAR YOU

Our senior management actively engages in Your Voice research sessions. Each session runs from 60 to 90 minutes in length. National account security managers are encouraged to share their “pain points” along with views on what a security provider must do to meet or exceed expectations. We continually test new product and service concepts in these sessions. This brochure contains quotes and comments taken from these interviews.

THE PROTECTION 1 PLEDGE

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


Being the customer should be easy, right? “I think ‘partner’ is overused. I’m looking for a company that remembers I’m the customer.” “Protection 1 made our transition easy. They took the time to ask, listen, plan and communicate.”

SOMETIMES THE GRASS IS GREENER.

Our job is to make a customer’s demanding job easier with: • A full account audit and review to create transition plans that work with what you currently have, don’t interrupt your business and save you money • Same day service that is the rule and not extra • A Tech TrackerSM feature that lets you know about each technician’s training and timing

• One phone number that lets you reach your P1 team directly without transfers or auto attendants • Local management who receives the biggest component of their pay based on national account satisfaction—they understand that you are their customer • A 1 Touch Center that gives a team accountability over your entire account, right down to accurate billing

Easy


Do you know where your equipment is? “I needed a camera repaired and didn’t know which vendor to call!” “Product management is a daily headache for us.” PRODUCT INVENTORY

Multiple sites and vendors or acquisitions make it hard to manage, plan and budget for a security program.  Our approach to product inventory lets you know: • What equipment is installed where,  down to the location at your site

“I absolutely love this! The benefits are huge for my company.”

• Warranty periods • Expected product life You can proactively plan and budget for maintenance, upgrades or replacements.

Product Inventory

—R E S P O N D E N T R E A C T I O N TO P R O D U C T I N V E N TO RY


What does the ultimate security provider look like? “The Protection 1 mindset demonstrates to a willingness to go above and beyond for the customer.” A LWAY S B E B R I L L I A N T W I T H T H E B A S I C S • On-time installations • Quality installations • Local branch responsiveness

Protection 1 not only cares about delivering on the basics, but giving the transparency  to see for yourself. ASK ABOUT OUR 1 REPORT >

• Timely service • Accurate billing

On-time Install Score Chart 100

75%

70%

300

40

200

20

100

Q2

Q3

4.9

400

60

Q1

Timely Service Scores

500

83%

80% 80

Quality Install  Score Chart

Q4

5.04.8

4.7

Q1

Q2

Q3

4.6

4.6

Q4

84.3% Within 48 hrs: 91.9% Within 24 hrs:

1 REPORT N AT I O N A L

A C C O U N T

S E C U R I T Y

B R I E F I N G

2ND QU ARTE

R, 2011

Ultimate Security Provider RESPONSE N AT I O N

RESPONSE N AT I O N

OUN A L AC C

NATIONA

Total Life

L ACCOUN

& Property

Total Intrusion

& Notifi catio n Instal lation

Field Servi ce Busin ess Repo rt

011 E 30, 2 11 – JUN IL 1, 20 ER A P R

2000

1500

1000

INTRUSIO

ALARMS N AND FIRE Location Number

Name

T MONITOR

ING ACTIVITY

Alarms Received

Alarms Received

(continu

National Account

ed)

1985 1719 3

2000

721

National Account

1500

3 185

1000

NO ANSWER

0 500

543

TO INTRUSIO

0

Q3 2010

Q4 2010

Intrusion

4

Alarms by

Dispatch

11

Q2 2011

Q1 2011

QTR

No Answer

National Account

Customer

National Account

Customer

POLICE/

3

Customer

FIRE/AM

BULANC

Location Number

Name 2

National

Account Customer

National Account 1

Customer

AVENUE SOUTH ROAD LANE

694 W WILLOW

E/GUARD

00835 02465

02768 ustomer

17119

TN

58351

BLVD

DISPATC

410 POPLAR

NEBRASKA

UT 1211 WALN

ROAD

1%

% of Total

Incidents

NE

47084

NY

57110

KS

17119

TN

58351

2%

39

1%

27

1%

25

1%

22

1%

22

g # order)

(descendin

MEMPHIS AVENUE SOUTH

1%

12

83118

City STREET

1%

13

Zip

KENTUCKY

1%

16

LA

CITY

1%

18

State

NTO SACRAME

5 locations HES Top

Street Address 223 CHERRY

HOUSTON

% of Total

22

g # order)

(descendin

STREET

5758 SW CEDAR

00634

57110

KS

MEMPHIS

UT 1211 WALN

02958

47084

NY

City

410 POPLAR

04456

83118

NE

CITY

KENTUCKY

locations TS Top 5

223 CHERRY

02634 Customer

National Account

NEBRASKA

BLVD

Street Address

00835

Customer

ccount National A

National Account 4

N INCIDEN

Location Number

Name

535

694 W WILLOW

Zip

LA

NTO SACRAME

LANE

Incidents

State

HOUSTON

AVENUE SOUTH

5758 SW CEDAR

00551

TION & NOTIFICA

011 E 30, 2 11 – JUN IL 1, 20 ER A P R

g # order)

City

UT ROAD 1211 WALN

02035

Customer

M T C U STO

(descendin

MEMPHIS

410 POPLAR

02768 Customer

Customer National Account

OUN A L AC C

activity locations

STREET 223 CHERRY

02465

Customer

ccount National A

805

Top 5 signal Street Address

00835

Customer

National Account

2500

# OF

SYSTEMS

INCIDENTS

Alarms Received 263 Received uress Signals 0 Total Hold-up/D Received Signal Events Total Medical No Answer Events with 2346 Total # Intrusion List Calls 958 to Contact Dispatch Requests 5 Total # Police Requests lance Dispatch 18 Total # Fire/Ambu Dispatch Requests Total # Guard Total Fire

Respo nse

TION & NOTIFICA

M T C U STO

HOUSTON NTO SACRAME NEBRASKA

CITY

Incidents

State

Zip

LA

83118

NE

47084

NY

57110

KS

17119 351

58 44 40 38 35

% of Total 6% 4% 4% 4% 4%

4.8


How can a maintenance plan pay you back? “I want a check and balance system for my stores that can just request service.” “How do I really know if my maintenance plan delivers the right value?” M A I N T E N A N C E R E WA R D S SM

An industry first for national account maintenance: • Aligns customer objectives with their P1 team • Helps even out costs from month to month

“Now this makes  sense to me.”

• Pays you back when it’s not fully spent

Maintenance Rewards

— R E S P O N D E N T Q U O T E T O M A I N T E N A N C E R E WA R D S


Where’s your technician? “So the guy finally shows up and has no idea how to service my system.” “I want to know who is coming, when they’re coming and what they did.”

T E C H T R A C K E R SM • Local offices or store management are notified of each service call date and time • A technician name, picture and qualifications are sent in advance • A notification is sent when your site is the next call • Easy email communications • No more guessing who will show up, when—and if they are qualified

Tech Tracker SM


Video Solutions “All businesses are looking for ways to increase return on investment. Video services can help, but only when done right.”

Let us help to turn your video investment into an operations tool t hat provides added business intelligence and reduces expenses. • Remote video sessions with interactive two-way audio in response to site events

• Health monitoring of onsite video equipment with proactive service response

• Optional reports of service performed are emailed with links to related video

• Remote relay capabilities to open gates and doors to authorized individuals

We keep an eye on things, to keep your business running smoothly.

Video Solutions


Dashboards “If we could just get a heads-up of potential problems automatically, it would help tremendously.”

D A I LY A C T I V I T Y A L E R T S

Our Daily Morning Dashboards let our teams proactively manage your account versus just reacting. • Your 1 Touch Center team monitors data on a daily basis, determines issues that need to be addressed proactively, and investigates outliers

Dashboard Emails

• Receive your own “daily alert” via email for a quick “at a glance” review of your security program with no need to log in and run your own reports • Any red or yellow flags can easily be accessed for more detail via eSuiteSM

Dashboards

Benchmark Reports


How important is data? “I want to partner with a vision-minded company, not a product-centric company.” “I get sales data every day. Why can’t I get security data the same way?”

S T R E A M M O N I T O R I N G SM • eSuiteSM gives you access to your data when you want it • 1 REPORT delivers a quarterly overview of key stats and insights

• We create customized reports that provide an “at a glance” read on performance or issues • We leverage data to proactively manage your account

1 REPORT

eSuiteSM

Stream MonitoringSM


How important is  “one point of contact?” “Even with one point of contact, when I called I would get transferred from one department to the next trying to get an answer.”

OUR APPROACH We took the best practices we acquired over the years to create an organization that thinks and acts differently by: • Focusing on key metrics to drive  customer satisfaction • Physically locating teams together  for better communication • Structuring core teams around  individual national accounts to handle  all details for that specific account

• Creating local level engagement and ownership by aligning compensation with national account satisfaction • Using data and insights to be proactive and accountable on  each client • Always answering the phone with a live person who knows about my account

1 Touch Pod

1 Point of Contact


Is data your friend or just sitting there? “I need a tool that shows our trends, and how we compare to peers.” B E N C H M A R K S T H AT M AT T E R !

Our management team has participated in Six Sigma training and helps customers make sense of data. Benchmarking is a valuable tool to enhance security program performance: • Uncover issues associated with  quality of installation, service calls or equipment • Identify outliers regardless of their location • Show trending to determine performance improvement • Get a handle on false alarm issues Benchmark Reports

Benchmarking


Seattle Portland

Portland Gaylord

Minneapolis

Detroit Chicago

Salt Lake City

Sacramento Pleasanton San Jose

Denver

Visalia Las Vegas Los Angeles Cypress San Diego

Albuquerque

Cleveland

Manchester Boston

Albany

New Jersey Philadelphia

Baltimore Columbus Indianapolis St. Louis Richmond Cincinnati Lawrence Louisville Greensboro DISASTER

Connecticut Long Island Manasquan

Kansas City Topeka Wichita

Riverside Orange County Phoenix

Buffalo

R E COV E RY CENTER

Oklahoma City Dallas

Tucson

N AT I O N A L ACCO U N T CENTER

El Paso

Atlanta Greenville Birmingham Savannah

FIELD OFFICES

Jacksonville

Houston New Orleans

C O R P O R AT E H E A D Q U A R T E R S

Raleigh Charlotte

Gulfport Pensacola

Austin San Antonio

Nashville Knoxville Memphis

Tampa

Longwood Orlando

West Palm Beach

M O N I TO R I N G C E N T E R S

McAllen

Miami

Local Offices National Resources Personal Service


It’s not what we think— it’s what you think that matters to us.


“A security provider you can count on.” — M ED I C A L N O N - P R O FI T, 70 0 LO C A L C H A PT ER S

“Protection 1 has excelled in all required categories— service, pricing, equipment and installation quality.” — R ETA I L C H A I N , 20 0 LO C AT I O N S I N 1 0 STAT ES

“We chose Protection 1 and we are very happy with our decision.” — P E RSONA L T RA I N I N G & FI T N ESS C EN T ER S , 425 U. S . C LU B S

“A national vendor that is able to support our franchisees, and the installations are on time, every time.” — Q UICK SE RV E RE STAU RA N T FRA N C H I S E, 5 4 LO C AT I O N S N AT I O N W I D E

“I was dealing with issues that took my attention away from our business. Protection 1 looks at my data exceptions daily—something I didn’t expect—to help improve our operations. Now I can focus on other things.” —SEC URITY DIRECTOR RE TA IL OPE RATION S , N AT I O N A L FI N A N C I A L S ERV I C ES O R G A N I Z AT I O N

“Protection 1 has professionally and seamlessly enhanced and improved our security systems.” — M A N U FAC T U R I N G A N D SA L ES , 3 1 SA L ES O FFI C ES

“When we discussed our customized reporting needs, we found ourselves more handicapped by our mindsets rather than limitations from the Protection 1 IT Department.” — G LOBA L FOOTW EA R M A N U FAC T U R ER , W H O L ESA L ER , A N D R ETA I L ER


Here are just a couple reasons why we’re a better choice for you... (800) 494-2197

www.Protection1.com

©2011 Protection One Alarm Monitoring, Inc. 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 9/11


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