Commercial Integrator + Security Sales April 2024 - 70

SSI BUSINESS OPERATIONS: END USER PREFERENCES
be well articulated in the corporate model
and structure so that we can make it make
sense, " he continues.
After the Installation
Security integrators have long led the way
when it comes to generating recurring
revenue. Accordingly, our panelists say
their integrators are generally good at
staying on top of their needs and concerns,
without being overly pushy.
Westall's hospital network has a
master services contract with its current
integrator that includes ongoing training
and regular check-ins every couple of
months, noting the technician looks at the
cameras and card readers and tweaks the
system, as necessary.
" Just pick up the phone when I call, "
he says. " I know I'm not the top of the
top, but I'm [spending] a couple million
dollars a year as a customer. "
West says integrators who understand
it's a partnership go far with him, saying
" [It's about] having not just a transactional
relationship, something more like 'here's
the product, here's how you can use it,
here's the training, here's the follow-up,
how's it working out? Do we need to make
any changes? How is this integrating into
your larger environment?' "
" Understand that our environment,
much like many large corporations, is a
complex one, " West continues. " There's lots
of different people, lots of different companies
and lots of different technologies
involved, so while we may be solving a very
specific problem here, it's going to have
to fit into a much larger universe. If I can't
articulate that for the properties, it's not
going to work well even though it may be a
great product. It's likely not going to end up
being a successful implementation. "
Garcia looks to integrators for answers,
not pushy sales.
" I'm no expert on any of the things
[integrators] do on a daily basis, " he says. " I
have to come to you to get the answers. The
reality of it is, when we have an issue, my
expectation is we're able to come to you, to
contact you and you walk us through what
it is that our problems are. I think we've
been pretty successful at that so far. "
" If you go to IKEA and you get this
piece of furniture and you can't figure it
out, you're alone and have no one to call.
When you're talking about the kind of
expenditures we have and the importance
of safety and security for the citizens that
we serve, it's really important to be able to
have that follow up...that connection. The
contacts and the ability to have you all be
part of our team, as well, " he continues.
Generating New Business
Of course, security integrators make their
most money by installing new technology.
Our panelists say they appreciate hearing
from their integrators on more regular
intervals rather than just when it's time to
replace their cameras or card readers.
" The ones who are more engaged...who
continue to reach out to us...are generally
more successful [in getting new business
'Everything we look
at, we have to ask,
" Do we need it and
do we have the
funding? " '
- Adam Garcia,
vice president of public
safety services and
director of university
police services, Southern
Command in Nevada
70 Commercial Integrator+Security Sales & Integration | April 2024
with us], " says West. " As the products
evolve and our needs evolve, we don't end
up having to say, 'This just doesn't work
anymore' because we can't figure it out. "
Garcia knows salespeople have his contact
information, but he wishes they used it
even after the installation was completed.
" In many ways, I wish the follow-up
was as good as the sell, " he says. " My
phone rings off the hook constantly, and
I sometimes get multiple calls or emails
from the same person trying to get me to
look at something...to buy something...to
do something from your end. "
" When we invest millions of dollars, my
expectation would be that the follow-up
is as good as the person who's doing the
selling. We had a situation this year where
we had to come up with millions of dollars
for our camera system in order to keep the
same software because the contract had
ended but nobody told us - or they might
have told us, but it landed on somebody's
desk someplace, " Garcia continues.
" When we do buy these products, I
would hope the follow-up would be as
intense so that we know two or three
years out we have to come up with $1
million vs. finding out after the contract
is over, " he says. " Make the service as
profitable to you as it is on the front end
when you're trying to sell me a product. "
West knows that it's about more
than technology when it comes to new
security systems.
" One of the things we recognize is
technology is great and it brings us
some new capabilities we've never had,
but there's almost always a human cost
associated with bringing in new technology, "
he says. " There are teams we need
to have, there are people who need to
be specialized in that thing who need to
support it on our side. "
" Sometimes, when you start to do the
math, it's going to cost more to operate it
than it did to bring it in. If we don't know
that upfront, we need to rely on you to
tell us what it's going to take to keep this
up and running. If you can tell us that, it
helps us to really understand it better but
if you just focus on the technology piece
and getting the sale in, that leaves a poor
taste in our mouths, " West continues.
THE PHOTO GROUP

Commercial Integrator + Security Sales April 2024

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Commercial Integrator + Security Sales April 2024 - Cover3
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