Security Sales & Integration October 2021 - 26

Alarm Management
Saluting Schmidt
Security Pro
during the past 10 years. We feel it's a combination
of adopting industry standards such as
Enhanced Call Confi rmation and CP01, better
technology, staff and customer training, as well
as communications with customers and awareness
that's led to the improvement.
False alarm reduction also has a correlation
with customer retention. Customers who are
experiencing false alarms and consistent issues
may become unhappy and look to make
a change. We believe if we can identify these
issues sooner, communicate with the customers
and fi x any issues better and faster we'll have
better customer retention.
How are advances in communications
and other technologies aff ecting
alarm management?
Bright: Th e advances in communication are
helping us and our customers to have more remote
access and control of their systems. Th is
helps us better support our customers and provide
additional solutions for service and support.
It's benefi cial whenever we can avoid extra
costs associated with going onsite.
At Schmidt, new employees
participate in a structured
onboarding process that
involves spending time with
diff erent departments within
the company to understand
what everyone does and how
their job ties in with others.
Schmidt: Th e ability to remotely manage and
make programming changes to alarm systems
has been one of the biggest changes I've seen
in the industry. When the PDQ program began
15 years ago, our only option was to put a
tech in a truck and go onsite to determine what
may be triggering an alarm, make changes to
programming, etc. Today, we can see all aspects
of system programming, user actions, trouble
conditions, alarms, etc. remotely. We can also
diagnose issues and often even make changes
to a system that will address reasons for a false
dispatch - without ever going onsite.
Also, the ability to communicate faster and
in many diff erent ways with our customers has
helped to improve alarm management. Fifteen
years ago, we would make a phone call
and maybe use email to communicate with
customers. Now, we communicate with customers
in a variety of diff erent ways including
phone, email, text messaging, social media, video
messages/video links, our website, etc. Th is
provides various avenues for us to get the right
information to the customer quickly - in the
format that best suits their needs.
What about video verifi cation as a tool
to mitigate false alarms? Is this being
26
Security Sales & Integration OCTOBER 2021
provided by or investigated by Schmidt?
Zahn: As more cameras are deployed, they will
defi nitely become a tool to help verify alarms.
We currently have customers who receive video
alerts when their system has an alarm. Th is gives
the customer an opportunity to cancel the alarm
with our central station. We're also exploring
scenarios where the CMS operator is sent video
along with the alarm signal and has the opportunity
to verify the alarm using the video.
Th is makes a lot of sense, however, some challenges
include the cost of having video in every
location alarm sensors are being used at a customer
site, as well as the lack of broadband for a
video feed in some remote areas we do business.
Schmidt: Technologies such as cameras with
video analytics and improved outdoor detection
solutions are becoming available and will
provide us - and our customers - with improved
options for detecting intruders and notifying
law enforcement when there's an actual
threat while minimizing false triggers. We see
where using these new technologies alongside
much of the legacy technology will lead the
way in continuing to reduce false dispatches for
professional security companies.
Do you see DIY or MIY having an impact
on false alarms?
Schmidt: In the grand scheme of things, DIY
and MIY are fairly new concepts - professionals
have been installing alarms for almost
150 years! When a system is not professionally
installed there is more opportunity for errors
that result in false alarms. I believe the recent
infl ux of DIY and MIY options has led to new
challenges for law enforcement and municipalities
that include false alarms, managing alarm
permits, slow response to equipment issues, etc.
What are some of Schmidt's overall keys
to its business and operations success?
Bright: Th e mission of Schmidt Security Pro is
to positively impact our customers, co-workers
and community. Th is is posted on the wall in
each department and in other common areas of
our building. Having this mission engrained in
our daily operations ensures that our employees
feel valued, our customers receive excellent
service and we provide community support.
Th erefore, this mission drives the products we
choose, the standards in which we operate and
guides our decision-making processes. SSI
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Security Sales & Integration October 2021

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