Security Sales & Integration May 2022 - 13

FIRE & INTRUSION
▶ As the industry is experiencing another
wireless sunset, many installing security
contractors are harboring great anxiety
and some facing real challenges as they
try to make up for lost time toward updating
their subscribers.
If they are looking to follow the example
of a company that has successfully
executed a 3G migration strategy, one
would be Alarmingly Affordable Security
Solutions.
Founded in 1986 and located in Staten
Island, N.Y., the company serves a
wide and densely populated region that
includes the five boroughs of New York
City, as well as Northern New Jersey to
Long Beach Island, N.J. The company
services a subscriber base that is split
65% commercial and 35% residential.
Alarmingly sells, installs, services and
monitors
residential and commercial
intrusion systems, residential fire, video
surveillance, Cloud-based access control,
door entry, video intercom and environmental
systems.
Steve Capogna, founder and president
of Alarmingly, first became aware
that cellular providers were planning on
shutting down 3G networks nationwide
in late 2017. After carefully structuring a
plan and allowing the year-end holidays
to pass, he set course to begin updating
and migrating systems to the updated
technology in short order.
" It was a simple approach. All requests
for service of any type resulted in an upgrade
of their current 3G communicator, "
he says. " We knew we had to react
immediately. "
As an earlier adopter of prioritizing cellular
communication radios for most new
installs, cellular wasn't used as an option
or upgrade at Alarmingly - it was standard.
This translated into a higher percentage
of radios installed as part of dual
path communication systems.
Capogna explains his initial task was
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How Alarmingly Affordable Avoided Being
Burned by 3G Sunset by Peter Giacalone
to replace approximately 1,700 radios
before the sunset, a process the company
began planning for in early 2018.
Because not all dealers are structured
the same, the financial burden of acquisitioning
new hardware - coupled
with time and travel for each truck roll
- can vary greatly from one company
to another.
After much deliberation during the
planning stages, Capogna decided on a
strategy that included a no-cost upgrade
for
residential and small business accounts,
while large commercial accounts
were charged a modest and traditional
rate for parts and labor.
If there was any concern about negative
customer feedback or unforeseen
challenges arising once the migration
strategy commenced, Capogna was soon
reassured.
" No one argues with you when offered
a free upgrade. It took a great effort of
multiple telephone calls, letters, emails
and certified letters, " he says. " Eventually
we got it done. "
For Alarmingly Affordable, an early
start to executing its migration strategy
paid dividends. The company already had
significant progress under its belt by the
time COVID became an issue in March
2020. Capogna explains the mandated
shutdowns and customer reluctance to
allow technicians into their homes never
really slowed them down, with the
exception of the period between April
2020 and June 2020 when it was tough
to make appointments.
An interesting aspect of having to revisit
existing clients for service or any inhome
effort raises the question of taking
the time to upgrade during this effort.
So, did the 3G radio upgrade allow
Alarmingly to then upsell new service
offerings or generate additional customer
touch?
Although the company didn't go for a
For migration strategy, Alarmingly
Affordable Security Solutions' Steve
Capogna presented a no-cost upgrade
for residential and small business
accounts; large commercial accounts
were charged a modest and traditional
rate for parts and labor.
hard sell, Capogna explains that all clients
were offered mobile application and
control at a deeply discounted rate. The
additional service places control in the
subscriber's hands at all times. This leads
to a client who utilizes the system more
frequently and reduces attrition for nonuse,
he explains.
Alarmingly Affordable completed the
retirement of all subscriber 3G radios by
Jan. 31, 2022. They did have a very small
number of subscribers (a single-digit
count) that chose not to update.
The secret sauce to Alarmingly Affordable's
successful migration strategy may
seem plain enough but is no less compelling:
" Take care of your customers
- short, sweet and simple, " Capogna
stresses.
PETER GIACALONE is President of
Giacalone Associates, an independent
security consulting firm.
MAY 2022 Security Sales & Integration
13
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Security Sales & Integration May 2022

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