The SAMMY Awards

New Champ Tops the Integration Arena

Security Sales & Integration Magazine — Thu, 26 Aug 2010 17:55:57 GMT

By Scott Goldfine

“From the consulting and design phase, all the way through delivery and installation, Stanley Convergent Security Solutions was flawless in their execution of providing a complete security package to meet our needs.” This glowing endorsement from the apt-named John Ball, director of Building Safety and Security for Pacers Sports & Entertainment, is indicative of the expertise and service Stanley CSS demonstrated in its comprehensive solution for Indiana’s Conseco Fieldhouse.

The project, which earned the company SSI’s 2010 Integrated Installation of the Year Award, involved streamlining the client’s existing, separately managed systems with upgraded access, video, intercom and software platforms to enable control via a single command point. Subject matter experts from Stanley CSS collaborated with the Stanley Mechanical Access Solutions division to deliver a best-in-class security solution.

The award is Stanley CSS’ second in the program, winning when it was known as HSM Electronic Protection Services in 2007. This year, the Naperville, Ill.-headquartered integrator also captured SAMMY (Sales & Marketing) awards for Best Overall Integrated Marketing Campaign and Best Community Outreach Program.

Launched in 2002, the Integrated Installation of the Year program judges entries based on innovation; systems design; integration of at least three electronic systems; seamlessness of installation; uniqueness of application; and end-user satisfaction. Other finalists this year were Benson Systems of Gilbert, Ariz., and Ultrasafe Security Specialists of Norco, Calif.

The necessity for flexible technology, extensive consultation and meticulous project management made the Conseco Fieldhouse a unique and challenging job. “Balancing the needs for security for the professional performers, fans and general public, while not hindering the entertainment experience was a top priority,” says Mark Baruzzini, senior director, Stanley CSS Convergence Center of Excellence.

Integrator Nets Big Project

The crown jewel of Indianapolis’ downtown cityscape, Conseco Fieldhouse has hosted famous performers ranging from Cirque du Soleil to the Eagles to Paul McCartney to Justin Timberlake to U2 and more, as well as the NBA’s Pacers and WNBA’s Fever. The 18,165-seat, 750,000-square-foot facility opened in 1999 and is widely considered one of the finest venues in all of sports.

Perhaps the only thing more important to Conseco Fieldhouse’s management than first-class entertainment and profitability is ensuring the safety and security of its many performers, fans, visitors and staff. Hence a keen interest in keeping the venue’s security systems up to date with the latest advancements and capabilities.

“We need to always look into managing event security and building operations more efficiently and more effectively. We need to be able to monitor hidden areas in the building and know who is coming and going,” says Ball. “We needed to upgrade our existing systems that could not interface with each other while getting more capability with our current security staff.”

Combining its own funds with additional dollars from the Department of Homeland Security (DHS), Conseco Fieldhouse issued a request for proposal (RFP). Stanley CSS, which already had its foot in the door thanks to the arena having been built with Stanley mechanical locks, won the client over by serving in a consultative capacity. Stanley recommended more cost-effective options with better functionality than would have been realized through the original RFP.

“The customer sought to utilize their past investments in security and technology, while integrating new advanced technology and design applications to maximize the overall security for the organization,” says Stanley CSS Executive Security Consultant Richard Phillips, who adds that the project demanded competencies beyond the grasp of most competitors.

Fast Break Timeline Met

No stranger to equipping sporting venues, particularly north of the border, Stanley CSS’ customers include The Bell Centre, The Hershey Centre, the Montreal Canadiens practice facility, and other municipal rinks and centers. (

“One of the most significant challenges of dealing with a sports and entertainment venue is working around the constant flux of events being hosted at the location,” Baruzzini says. “Each event requires different access control and video setups, whether it’s an NBA game, concert, ice skating, etc.”

Stanley CSS broke ground on the Conseco Fieldhouse project in July 2009, finishing on budget (at nearly $300,000) and on schedule 90 days later. The integrator brought in application engineers and solution consultants to work with the customer on design, workflow and project expectations.

Being that the project was in response to a DHS audit, compliancy, which required collaborating with Conseco Fieldhouse’s IT manager to tweak and finalize the configuration, was as central to the scope of work as was meeting the end user’s other specific needs.

To ensure the project was properly managed and progressed smoothly, Stanley held daily meetings onsite. The workflow included meetings for design consultation review, implementation, scope and schedule review, project walkthroughs, and ongoing benchmarks and deliverables.

Products Perform Like All-Stars

The technology, systems and products selected included Axis IP video, Genetec NVRs, Lenel access control, Harding intercoms and Stanley Security Solutions’ own W-Q wireless access management solution

All of these elements were skillfully regimented within Stanley CSS’ Corporate Commander physical security information management (PSIM) platform. The PSIM sits atop Conseco Fieldhouse’s security and facility management subsystems to facilitate a single point of command and control for all of the integrated pieces.

“The reasons these products were used to construct this solution included: extensive compatibility with diverse technology and integration with the Commander PSIM through API and SDK development; engineer familiarity; strategic manufacturer partnerships; and platform flexibility,” says Stanley CSS Software Engineering Team Leader Blaine Frederick.

The solution encompassed 53 door readers, 128 cameras, three wall-mounted LCD monitors (replacing 41 standard CRT monitors) controlled from the Genetec client and displaying 13 images per monitor, and another three video windows for call up and spot monitoring included within the Commander console itself.

Integrated into the Commander interface are the customer’s existing analog video, new IP-based video, access control, intrusion detection and intercom systems, along with control of six elevators. According to Ball, the solution will be further enhanced with planned expansion calling for fire/ life-safety, building management, paging and notification, and other enterprise systems.

“This will eventually incorporate other facility platforms as well such as building power, HVAC, VoIP and fire in a low-cost way,” he says. “In our future plans, for example, we will be able to shut down air handlers if a train wrecks outside. Not only can these systems be integrated, they can be automated. When you start looking at integrating different systems we see a lot of potential to make us not only safer but more efficient.”

Users Coached on System

According to Frederick, one of the overriding challenges the project presented was contending with the cluttered work of Stanley CSS’ predecessor. The existing cable management was chaotic, not labeled and almost unusable. In addition, the legacy video surveillance system was improperly configured and in poor condition.

“The previous security provider was overwhelmed by the required maintenance and integration of a solution on this scale,” he says. “The customer would have to physically switch cables during events to display the desired scene on the monitors. The previous monitor wall had 41 monitors using eight DVRs with the video quality lowered enough to get adequate video storage.”

Conseco Fieldhouse personnel have been monitoring the system in-house since it went online last October.

“Once the system was in, Stanley provided administrator, operator and super-user training sessions to meet our specific team needs,” says Ball. “They were very thorough with the training as they were careful to cover all of the operator documentation, help files and day-to-day functions.”

Stanley CSS maintains the system through an annual preventative maintenance agreement supported by the firm’s 24-hour customer service center. In addition, integrated solution engineers are available either onsite or remotely to address technical issues as needed.

Solution Is a Slam Dunk

In practically no time at all, the system lived up to its billing and demonstrated its value. A week after the project was completed the facility’s security staff used the surveillance system to help apprehend an intruder breaking into the gift shop to steal jerseys.

“We are pleased with the system. It is advanced enough that I believe it will be another six months before we are really able to see many of the benefits. Our guards are able to see so much more now,” says Ball.

Adding to the client’s delight is the way Stanley CSS has served as a truly consultative partner, delivering a customized solution with cost savings derived from superior system optimization. Conseco Fieldhouse was also able to eliminate expensive maintenance contracts it had on the older video systems and technology with the previous security provider.

“The flexibility and open architecture of this system not only meet our needs today, but also those of tomorrow,” adds Ball. “We know this will further enhance our ability to provide a safe and secure venue. We look forward to our continued partnership with Stanley, assured they will be there with the solutions to meet our complete security system needs.”

ASG’s Award-Winning Ascent

Security Sales & Integration Magazine — Thu, 26 Aug 2010 16:54:42 GMT

By Scott Goldfine

On March 27, 2010, an altercation between two male employees at the Lancaster, Pa., YMCA resulted in one being shot in the head and torso. Police identified and caught the gunman thanks to the mortally wounded man’s description of the killer combined with video surveillance from the scene. The perpetrator is presently awaiting his homicide trial.

When this incident occurred, the operations team of Beltsville, Md.-based ASG Security — which installed, monitors and maintains the Y’s intrusion, fire and surveillance systems — worked diligently with detectives to retrieve video evidence from the onsite DVR. “From ASG’s perspective, this is a stark reminder of what we do every day — the protection of lives and property,” says ASG President/CEO Joe Nuccio.

It’s also a prime example of the commitment to outstanding service and exceptional execution that has made ASG a model security installation and monitoring services business. This is a company whose mission statement, “To consistently provide affordable, best-in-class security solutions to our customers while exceeding the value expectations of our shareholders and employees,” is more than words on paper — it’s reality.

These principles and actions have resulted in ASG being named SSI’s 2010 Installer of the Year. A runner-up for the honor when it was introduced in 2009, this year ASG beat out Alarm Detection Systems of Aurora, Ill., and Provident Security Corp. of Vancouver, British Columbia, Canada.

Discover how ASG so successfully met the six hallmarks of what it takes to be an Installer of the Year: providing exceptional customer service; surefire business practices and marketing strategies; making sure personnel are properly trained; keeping employees motivated and fulfilled; giving back to communities served; and contributing to the security industry’s betterment.

It All Starts at the Top

ASG, then known as Alarm Security Group Monitoring Inc., was founded in 1999 and within three years had branch operations in Dallas, Houston and Baltimore. In July 2002, private equity companies Waud Capital Partners LLC and Northwest Capital Appreciation Inc. acquired the company and appointed a top-notch management team led by Nuccio.

In November 2007 ASG was recapitalized with Parthenon Capital LLC, providing long-term growth capital for the business. Today, jointly owned by Parthenon and ASG’s senior management team, the company continues to build itself as a super-regional top 10 U.S. security operator.

“We have a very, very experienced management team,” says Nuccio. “Our team operates from the perspective that we are all partners in a business, not employees. Everybody wears a lot of hats and we place tremendous emphasis on each team member producing original work. Most importantly, we love to barb and jab each other and have a good time.”

Other members of the executive team, which has toiled shoulder to shoulder for more than seven years and been involved in 55 acquisitions, include: CFO Ralph Masino; Senior Vice President, Operations William Rose; Senior Vice President, Sales & Marketing Robert Ryan; and Vice President, IT & Corporate Services Glenn Seaburg.

ASG’s principal operations are in the Mid-Atlantic region, Texas and New England, including branch offices in Boston, New Jersey, western Pennsylvania, Maryland, Virginia and the Carolinas. The firm has 130,000 customers, half residential and half consisting of commercial, government and national accounts. ASG generates $5.5 million of recurring monthly revenue (RMR) from its McAllen, Texas-based CSAA Five Diamond central monitoring station.

“Our goal is to achieve market density in larger growth-oriented cities through a balanced plan of acquisitions and steady organic growth,” says Ryan. “Our primary market and strategic emphasis is on the mid to large security systems market, where we promote intrusion, fire, video surveillance and access control solutions.”

Resolving Customer Issues

ASG’s Customer Care Center located within its Maryland headquarters is the nerve center of the operation. The facility is staffed with highly trained customer service agents who specialize in scheduling and tracking service calls, answering security-related inquiries, and resolving account issues around the clock.

“We run disciplined business systems and processes based on best practices to ensure we can meet the needs of our customers in real-time,” says Rose. “Our model is to provide service where a customer can make one call and resolve all issues. From the branch perspective, our goal is to free them from repetitive tasks that can be efficiently centralized, allowing a level of customer service not commonly offered in this industry.”

ASG solicits and depends on customer and branch feedback to continually adjust its delivery so as to improve the customer experience on a continuous basis. To that end, the firm staffs its Outbound Marketing Center in McAllen with a team of specialists who communicate with customers in a number of different areas.

“We make frequent, proactive contact with our client base to ensure we are meeting their expectations and operational requirements,” continues Rose. “For instance, after each completed installation an agent contacts our customer to grade their satisfaction level with our sales representative, technician and the overall installation.”

Those grades are quantified and reported by the branch office. If a branch falls below ASG’s current benchmark or if a significant issue is identified with a particular account, senior management gets involved to ensure long-term corrective measures are put in place. Branches scoring above the targeted level are rewarded and recognized. This process is also used to grade samplings of the company’s regular service calls.

Eye on Balanced Growth

In addition to strong management and first-rate customer service, there are four other key areas ASG has strategically focused on to forge the foundation of its success.

The first is regional density, with more than 90 percent of RMR being within 60 miles of any branch. This concentration provides greater operational leverage and robust internal sales. Next is a sales engine that includes more than 200 associates and helps spur organic growth to complement its acquisition capability. Third is a diverse mix of commercial and residential accounts. Finally, ASG applies a meticulous approach to its acquisitions.

“There are certain model companies that fit well with ASG and we try to stick to a very specific formula in this regard,” says Nuccio. “Along the way, however, we’ve considered companies that extended far beyond our core geographies or were simply too immense in size and complexity. Sometimes, the best decisions are the ones you never make.”

Business plans are executed locally by ASG branch management teams and supported by corporate support groups. Budgets are set annually and normally do not adjust until the succeeding year. Branches are given the autonomy to run their operations given certain parameters.

“The corporate function is to provide them with the tools, resources and guidance to exceed their objectives,” says Masino. “Our operating plan calls for single-digit RMR growth over a substantial RMR base. This is achieved approximately 50 percent through acquisitions and 50 percent through organic sales growth.”

Helping Sales Succeed

ASG’s sales and marketing resources are organized around its targeted market segments. Specifically, the company has dedicated sales forces in the residential, small business and commercial/integrated systems categories.

“We do not have the sales and marketing war chest of the ultra-large companies like ADT and Broadview, who rely on television and radio for lead generation,” says Ryan. “Our strategy is to self-generate the majority of our opportunities by providing our sales force with best-in-class marketing and collateral materials.”

This self-generation activity is augmented with highly targeted lead generation through the firm’s telemarketing centers in McAllen and Dallas, in addition to its Web site and various lead-aggregation partnerships. ASG’s marketing materials have earned the company multiple SAMMY (Sales & Marketing) awards through the years.

“We are in constant communication with our sales force and sales management teams in order to keep our fingers directly on the pulse of the business, and to dialogue issues and opportunities across our regions,” adds Ryan. “We subscribe to a bottoms-up communication process to develop our pricing, plans and lead-generation systems.”

Staffers Feel Like Stars

Even the best management, business practices, and sales and marketing support will have limited impact unless there is the same emphasis on the quality of frontline personnel. This means not only recruiting the right people but also ensuring they are properly trained, and finding ways to keep them engaged and motivated. ASG embraces this human resources approach. The firm constantly recruits for positions across markets to add to its already sizeable employee base. ASG uses traditional channels like CareerBuilder and Monster.com, and contract placement providers for higher level positions.

“We are fortunate our managers are very well connected from an industry standpoint, and their relationships allow us to identify and recruit exceptional talent at a very low cost,” says Nuccio. “From an employer standpoint the market has never been better than it is today. The qualities important to ASG are personal integrity, experience and work ethic, among others.”

Once an associate is onboard, the company offers several avenues of additional training, including reimbursement for individual classes, college credit courses, continuing education unit courses, seminars, certification classes and tests, preparatory or review classes, and licensing fees and examinations.

“Employee training is a priority at ASG and we encourage and support the pursuit of higher education and personal development,” says Aggie Hassan, vice president of HR. “All required training to maintain professional licensing is arranged and paid for by the company.”

To help keep its staff motivated, ASG goes out of its way to recognize and reward superior performance and loyalty. Employees are saluted in the company’s quarterly newsletter with compliments from customers and coworkers. ASG’s President’s Cup Challenge promotes high achievement for sales, management and operations personnel to earn a trip to a tropical destination. And key positions in sales, operations and general management are incentivized with bonus plans for exemplary performance.

Thinking Big Picture

The motivation theme dovetails nicely with the concept of giving back to the community. One of the great values in participating and supporting such endeavors is the positive impression it creates both internally and externally. ASG has progressively developed its efforts in this area since 2002 to the point of winning 2008’s SAMMY Award for Best Community Service Program.

“ASG employees passionately practice volunteerism in the local communities we serve,” says Ryan. “Across the board, our team members use their time, skills and passion to help those in need. We believe volunteerism and charitable contributions strengthen our communities by building networks of hope and trust.”

Many employees participate in a variety of community-focused events, including holiday adopt-a-family, school supply drives, blood drives, Habitat for Humanity and others. In addition to making sizeable financial contributions to charities, ASG routinely gives employees paid time off for philanthropic activities.

While the core of ASG’s strength lies in its concentration on conducting business locally, its leadership understands the importance of reaching out to the entire industry. The company is active in trade associations such as the Electronic Security Association (ESA) and Central Station Alarm Association (CSAA), and contributes toward legislative and other important causes.

“ASG is committed to making positive contributions for the advancement of the electronic security industry. We believe in the importance of working side by side with other industry leaders, including our competitors, to tackle common issues that confront all companies as well as sharing our knowledge to help foster growth of the industry as a whole,” says Nuccio, who like others within ASG regularly speak at industry functions.

In sum, Installer of the Year ASG Security has the complete package. So much so the company appears virtually impervious to the whims of economy, posting its best year ever in 2009. As Nuccio explains, it’s no accident — it is the result of playing both smart and tough.

“Deals were scarcer than in better times and each and every deal won was a hard-fought victory,” he says. “We are fortunate that every year since 2002 has been our best year ever. When times are tough we simply refocus on the basics of the business.”

2010 SAMMY Awards Gallery

Security Sales & Integration Magazine — Wed, 02 Jun 2010 23:58:12 GMT

This gallery contains photos from the 2010 SAMMY Awards ceremony, held at the Venetian Resort Hotel Casino in Las Vegas on the eve of ISC West (March 23). Click here to view.

Brand Awareness Helps Conservative Company Flourish

Security Sales & Integration Magazine — Wed, 26 May 2010 21:26:56 GMT

Atronic Alarms

Best Display Advertisement

Practical Gifts Keep Clients Happy

Security Sales & Integration Magazine — Wed, 26 May 2010 21:25:17 GMT

The Protection Bureau

Best Promotional Giveaway Item

JCI Web Site Aims to Raise Systems Integration Profile

Security Sales & Integration Magazine — Wed, 26 May 2010 21:23:28 GMT

Johnson Controls
Best Web Site Design

Regular Communications Maintain Customer Connections

Security Sales & Integration Magazine — Wed, 26 May 2010 21:20:09 GMT

SecurTek Monitoring Solutions

Best Newsletter

Don’t Underestimate the Payback of Giving Back

Security Sales & Integration Magazine — Wed, 26 May 2010 21:18:04 GMT

Stanley Convergent Security Solutions

Best Community Outreach Program

Vehicle Graphics Design Is No Idle Mission

Security Sales & Integration Magazine — Wed, 26 May 2010 21:15:51 GMT

Smith & Wesson Security Services
Best Vehicle Graphics Design
sponsored by ESA

After taking home the SAMMY for Best Overall Integrated Marketing Campaign in 2009, Smith & Wesson Security Services found itself back in the limelight this year with its winning vehicle graphics design entry.

As with all Smith & Wesson Security Services promotional efforts, a great deal of care went into creating a vehicle graphics design worthy of incorporating and upholding the integrity of a 157-year-old iconic brand.

“What we tell our dealers is you are not selling a product, you are selling an image,” says Wayne Wahrsager, president of New York Merchants Protective Co. Inc., which is licensed to design and market Smith & Wesson-branded security systems. “The brand recognition and the image is ultimately the most important thing that the dealer can convey to the customer.”

With the help of a graphics artist contractor, several design prototypes were deliberated and drafted. Eventually, four work vans were wrapped in the individual design variations and driven to a bustling shopping mall in Garden City, N.Y., to be scrutinized during consumer focus group sessions.

“We hired a market research firm and they did a brand awareness study. People rated the vehicles on what they liked and what they perceived. What you see is the winning entry,” Wahrsager says.

If you’re a company owner considering a vehicle graphics design makeover, consider: “We found that less is more. The versions of the graphic that didn’t work were the ones with too much on the vehicle — too much information, too many distracting graphical elements,” Wahrsager says.

Along with the dealer company contact information, the minimalist design incorporates the Smith & Wesson Security Services logo and four succinct bullet points: Burglary, Fire, Carbon Monoxide and 24-Hour Monitoring. Exuding peace of mind was an important element in the vehicle graphics design as well.

“We are not looking to make this something that is driven by fear. This is a very clean, respectable branding,” says Wahrsager.

Spreading the Security Message With Radio

Security Sales & Integration Magazine — Wed, 26 May 2010 21:12:50 GMT

Vector Security

Best Broadcast Advertisement

The Gallant Knight Protects the Masses

Security Sales & Integration Magazine — Wed, 26 May 2010 21:10:39 GMT

Best Defense Security and Fire Protection
Best Company Logo Design

Targeted Marketing Is About Solving Customers’ Needs

Security Sales & Integration Magazine — Wed, 26 May 2010 18:46:00 GMT

SecurTek Monitoring Solutions

Best Sales Brochure
sponsored by Visonic

“We try to emphasize the value of the service we are providing to customers, rather than focusing on the equipment itself,” says Leanne Woodhouse, general manager of Marketing and Dealer Relations for SecurTek, a Yorkton, Saskatchewan, Canada-based provider of monitoring services for more than 70,000 customers. “We try to make sure that we identify who our target market is, what issues or concerns they are facing and then try to make sure that our marketing initiatives address that.”

According to SAMMY judges, that philosophy has served the company well as it scored high enough marks to earn it a 2010 trophy in the Best Sales Brochure category. The 12-page, full-color pocket guide-style piece is split into four sections that describe the company’s attributes, products beyond just security, value-added services and customer testimonials. The entry scored well in the areas of appearance, thanks to its clean and vivid design, and company representation and appeal.

“We combined a few pieces we had to make one simple, versatile piece, which made it more cost-effective,” says Woodhouse. “We use the piece for trade shows and for direct-mail campaigns. What gives it its versatility is the pocket we have on the back cover. It allows us to put campaign or show-specific material in it, making a nice package for customers.”

While SecurTek has not allowed a tough economy to hamper its marketing spending, the firm is allocating those funds more carefully than ever before. “It’s becoming more and more important to make sure that what you are doing is returning a benefit to your company. We’re being more focused in what we’re doing to ensure better results,” says Woodhouse.

Frugality and changing communications and customer habits have led the company to look beyond traditional marketing avenues. “We’re going to do more social media marketing and inbound marketing this year and beyond,” Woodhouse says. “It will allow us to connect with existing and potential customers in a more targeted way and it’s fairly cost-effective. We’re redeveloping our Web site to be able to provide more services and information, and we’ve started a Facebook fan page.”

Coordinated Effort Emphasizes Branding, Messaging, Customers

Security Sales & Integration Magazine — Wed, 26 May 2010 18:33:36 GMT

Stanley Convergent Security Solutions (CSS)
Best Overall Integrated Marketing Campaign
sponsored by Fire-Lite Alarms

While cynics might look at a company the size of Stanley Convergent Security Solutions (CSS) and say, “Of course they have great marketing materials, they have the money to do whatever they want,” upon closer scrutiny the principles, creativity and drive the 2,000-people-strong company exemplifies would likely lead to success regardless of budget. The company’s marketing philosophy is an extension of its Customer Excellence program of account management, installation, service, monitoring and billing touchpoints.

“When creating materials such as brochures and collateral, we convey our focus on ‘customer excellence’ by looking at them as not only tools for the sales associates, but tools for the customer as well,” says Director of Marketing Beth Tarnoff.

“To help customers select the security solution that is best for them, we use diagrams to explain system types, make easy bullet lists of advantages to compare one offering against another and highlight key features to the customer throughout.”

SAMMY judges were captivated by Stanley CSS’ yellow, black and white, sports-themed materials that range from basic sales brochures to flamboyant trade show booths. The entry scored especially well in the areas of overall central marketing theme, appearance and use of color, and company representation effectiveness. As a result, the company proudly captured its third Best Overall Integrated Marketing Campaign award in the past four years.

“We enter the SAMMY’s because we believe it is a great asset to the security industry to provide recognition to the sales and marketing efforts of security companies,” says Stanley CSS North America President and COO Tony Byerly. “We put a lot of effort throughout the year into our marketing program, various sales/marketing initiatives and community outreach. It is an honor to be recognized for all our hard work, creativity and overall efforts. It also provides us a constant challenge not only to be better than the competition, but also to continually create new, unique marketing approaches.”

A case study of Stanley CSS’ Integrated Installation of the Year will appear in July’s SSI.

SSI Announces SAMMY Award Winners

Security Sales & Integration Magazine — Fri, 26 Mar 2010 17:44:21 GMT

SECURITY SALES & INTEGRATION hosted its 15th annual SAMMY Awards at the Venetian Resort Hotel Casino in Las Vegas on March 23 in an effort to recognize security dealers and systems integrators who exemplify professionalism in their sales, marketing and installation endeavors.

SSI would like to thank program sponsors Altronix, Honeywell Security, ADI, Fire-Lite, TRI-ED, PSA Security Network, Visonic, Electronic Security Association (ESA), Campus Safety Magazine and ISC for helping make the 2010 SAMMY Awards possible.

The evening also included the SSI Hall of Fame induction ceremony emceed by Ron Davis. The class of 2010 includes Louis (Lou) Fiore, John Hakanson, Donald Horn, William (Bill) Moody, John Murphy and Ralph Sevinor.

SAMMY Award finalists and winners:

Installer of the Year

Alarm Detection Systems

ASG Security — WINNER

Provident Security

Integrated Installation of the Year

Benson System

Stanley Convergent Security Solutions Inc. — WINNER

Ultrasafe Security Specialists

Best Overall Integrated Marketing Campaign

ADS

ASG Security

Stanley Convergent Security Solutions Inc. — WINNER

Best Sales Brochure

Safe Home Security

SecurTek Monitoring Solutions — WINNER

Stanley Convergent Security Solutions Inc.

Best Company Logo Design

Best Defense Security & Fire Protection — WINNER

Priority 1

SecurTek Monitoring Solutions

Best Broadcast Advertisement

Protection One

Security Systems of America

Vector Security — WINNER

Best Vehicle Graphics Design

ASG Security

Smith & Wesson Security —WINNER

Stanley Convergent Security Solutions Inc.

Best Community Outreach Program

ADS

Stanley Convergent Security Solutions Inc. — WINNER

Vector Security

Best Company Newsletter

Atronic Alarms

Priority 1

SecurTek Monitoring Solutions — WINNER

Best Web Site Design

ADS

Johnson Controls — WINNER

Stanley Convergent Security Solutions Inc.

Best Promotional Giveaway Item

ASG Security

The Protection Bureau — WINNER

Security Systems of America

Best Display Advertisement

ASG Security

Atronic Alarms — WINNER

Smith & Wesson Security Services

SSI Welcomes Altronix as Gold-Level Sponsor

Security Sales & Integration Magazine — Tue, 26 Jan 2010 00:02:26 GMT

SECURITY SALES & INTEGRATION is pleased to announce Altronix as a Gold sponsor for this year's SAMMY Awards and Hall of Fame event.

The 15th annual SAMMY Awards and Hall of Fame gala will be held at the Venetian hotel in Las Vegas on March 23 at 4:30 in the Casanova Conference Room 602.

"Altronix is once again proud to be a sponsor of the SAMMY Awards," says Altronix President Alan Forman. "By recognizing the achievements of the industry's top security providers, the SAMMYs is a great forum for industry members to gain insight as to how their peers are attaining success and building their businesses. We encourage ISC West attendees to attend this year's event."

Esteemed winners will be recognized in 12 sales, marketing, business and installation categories, including the Installer of the Year and Integrated Installation of the Year awards. A highpoint of each SAMMY Awards program is the SSI Hall of Fame induction ceremony.

Last year, Hall of Fame inductees included Allen Fritts, president of Honeywell Fire Systems; George Gunning, CEO of USA Alarm Systems; Ken Kirschenbaum, managing partner of Kirschenbaum & Kirschenbaum; George Lippert (deceased), co-founder of the Security Industry Equipment Association (later SIA) and Alarm Installer & Dealer magazine (later SSI); and Mel Mahler, chairman/CEO/owner of ADS Security. This year's class will be revealed and profiled in SSI's March issue.

Other event sponsors include Honeywell, Tri-Ed, Visonic and Campus Safety magazine. Companies interested in becoming a sponsor can contact SSI here.

SSI Urges Swift Action as SAMMYs Deadline Looms

Security Sales & Integration Magazine — Thu, 10 Dec 2009 22:43:19 GMT

SECURITY SALES & INTEGRATION is urging you to send in materials for the 15th annual SAMMY Awards. With the deadline quickly approaching, don't lose your chance to earn bragging rights on the best sales and marketing efforts in the industry. Winners will receive a coveted SAMMY award, as well as notable mention in an upcoming issue of SSI.

Click here to download the entry form. Installing security contractors are urged to enter in our 12 SAMMY categories. Judging criteria for each category can be found here.

Grand prizes will be given for Integrated Installation of the Year, Installer of the Year (small to midsize and large company categories) and Integrated Marketing Program of the Year. A Community Service award is also bestowed upon a chosen company for its volunteerism and charitable endeavors.

Enter Now!

SSI’s 2009 SAMMY Awards Now Open for Entries

Security Sales & Integration Magazine — Mon, 19 Oct 2009 18:17:12 GMT

TORRANCE, Calif. -- SECURITY SALES & INTEGRATION magazine is putting out the call for entries to the 15th annual SAMMY Awards. As the security industry’s original sales, marketing and installation awards program, dealers and integrators are urged to show off their marketplace successes and accomplishments.

A panel of judges will select the top nominees in each of 12 categories among dealers and integrators that exemplify professionalism in their sales, marketing and installation efforts.

Check out SSI’s June 2009 issue for a close-up look at the winners of the 14th annual SAMMYs spectacular. The July issue features in-depth case studies of the Installation of the Year winners.

Entries for the 2009 awards program are due by Dec. 31. Entering the SAMMYs is free and open to North American professional installing dealers and integrators only. For more information, including rules and entry forms, click here, contact SSI at (310) 533-2400 or E-mail secsales@bobit.com.

CSS: A Super Security Tool in Stanley’s Box

Security Sales & Integration Magazine — Thu, 08 Oct 2009 16:15:03 GMT

When Stanley Works sought to expand into security systems installation and monitoring the familiar toolmaker did so by picking up one of the sharpest possible instruments - HSM Electronic Protection Services. Now known as Stanley Convergent Security Solutions (CSS), the business was already among the industry's top national providers when it was purchased in early 2007, and it has only grown stronger.

Bolstered by the name brand and financial brawn of its corporate parent, through a combination of acquisitiveness and organic growth, in less than three years Stanley CSS has nearly doubled its size. Its customer base has swelled to 300,000+ and its annual revenues more than doubled to around $500 million. Equally remarkable and part and parcel to this growth has been the company's uncompromising commitment to customer service, training and motivating employees, incisive management, inventive marketing, and a benevolent corporate culture.

"At Stanley Convergent Security Solutions, the importance of customer satisfaction is never underestimated as we have a passion to be the industry's best electronic security company," says Tony Byerly, the company's president for North America.

Not so coincidentally those qualities match the criteria for SSI's Installer of the Year, which is why Stanley CSS was recently selected as the 2009 award winner among large companies (300+ employees). Other finalists for the honor were ASG Security of Beltsville, Md., and Diebold Security of North Canton, Ohio.

"The Installer of the Year award confirms Stanley CSS' ongoing commitment to quality, service and customer satisfaction. It is an honor to be regarded as the best security company with such comprehensive criteria," says Byerly. "We will definitely use it in our marketing efforts as it lends a great deal of credibility to be recognized by the industry as being one of the best."

Stanley CSS, which also added to its stockpile of SAMMYs this year with the Best Sales Brochure award (see the June issue or visit www.thesammyawards.com), explains how it has become one of the nation's largest providers while making a science out of satisfying customers and being a model industry citizen.

5 Touchpoints Tell All
Stanley CSS employs 1,900 people, has 75 branch locations, and owns and operates four UL- and FM-approved central stations. The company designs, installs, monitors and services security systems for industrial, government, commercial, residential and national account customers.

Other specialties include integrated enterprise solutions, online eServices, and audio verification courtesy of several Sonitrol acquisitions. Through eServices, customers have access to a Web portal that shows them their current account status, history and documentation on installations, service repairs, billing and overall account management.

The Holy Grail for Stanley CSS' success is what the company calls its five customer touchpoints: account management, service, monitoring, installation and billing. The firm uses a Facility Summary Report (FSR) that allows corporate, regional, district and local branch leaders to review performance on these touchpoints and other key metrics monthly, weekly and daily.

"This allows us to make real-time adjustments to our business, catching problems before they happen by responding instantly when we see an issue begin to arise," says Byerly, a 20-year security industry veteran whose career includes stops at SecurityLink and ADT. "As an example, we track 'In-Standard Service' and 'Completed Fire Test Inspections' daily to ensure that our customer base is receiving timely service."

The touchpoints are the underlying bedrock to a mountain's worth of customer-focused programs and initiatives created, implemented and analyzed with military-like precision by Stanley CSS' managers. As an example, "Operation Shine" was launched in early 2008 to target customers' installation experiences. The program was based on the following:

Pre-sale visits: Operational review done on customer work orders to ensure accuracy.
Job submittal packet: Streamlined submittal process that ensures customers receive consistent, accurate attention.
Early customer contact: Within 48 hours local management gives customers contact info and transfers the order from sales to installation.
Large job start meetings: Installation experts, project and branch management, and sales reps walk the job with the customer before wire is pulled.
Post-installation contact: Customer contacted after completion and given post-installation satisfaction survey.

"The Operation Shine process includes five key standards that, when applied, ensure superior customer satisfaction," says Jim Kopplin, vice president field operations. "From the pre-sales visit to the post-installation contact, the customer is provided an experience where total satisfaction is the only possible outcome."

One of Stanley CSS' unique practices is not only meticulously keeping tabs on how it's doing with customers, but allowing clients the same total access to that feedback. In addition, for its national accounts, the firm offers a National Account Performance Scorecard. The company meets with those clients each quarter to evaluate Stanley CSS' performance on their specific accounts against key metrics within each touchpoint, and discuss customer satisfaction and areas for improvement.

"The ultimate goal at Stanley CSS is to form a true partnership with the customer based on trust, performance and 100-percent satisfaction - backed by unedited, real data with unfettered access," says Felix Gonzales, vice president strategic initiatives and business development. "Constantly seeking our customers' satisfaction allows us to quickly respond to problems and to continually improve those relationships."

Measuring Success
In addition to the FSR, eServices and National Account Performance Scorecard, Stanley CSS recently released its new "Best Fit" go-to-market strategy. This is based on the company presenting its custom solutions in a consultative way that is the antithesis of a one-size-fits-all approach. This strategy encompasses access control, intrusion detection, fire alarms, video surveillance and integrated solutions.

"Stanley CSS takes a more personal and in-depth approach to understanding the customer's specific needs in designing a security solution that is truly a 'Best Fit' for them," says Beth Tarnoff, director of marketing. "We believe by delivering such solutions we are ensuring total satisfaction."

Stanley CSS hums along like a well-oiled machine, where one hand does know what the other is doing. So when the company introduces initiatives it is done with the utmost coordination throughout the entire operation.

For example, "Best Fit" was introduced in a nationwide company rollout that included a daylong sales training session explaining the strategy and concept, as well as interactive portions like role-playing. And supporting marketing pieces were sent to each location, including office banners, promotional items, brochures, prospecting fliers and a customer PowerPoint presentation. Each marketing item came with fliers detailing usage and sample scripting.

Stanley CSS analyzes and benchmarks all its sales and marketing efforts. For instance, dedicated 800 numbers and promotional codes indicate what marketing items prompt call-ins. Those calls are turned over to sales reps who provide status updates on whether a quote was issued, if the sale was made, and if so the extent of the sale.

"Based on this tracking process, we are able to take the sales data and weigh it against the costs of running the program, thus allowing us to judge if the program was successful or not and what was the program's ROI," says Gonzales. "Due to current economic conditions we continue to challenge and evaluate every initiative; pushing everyone to be more diligent with every dollar spent."

People Make Difference
It would be impossible to perform on the scale, at the level and meet the rigorous customer-focused methodologies of Stanley CSS without having skilled personnel with great attitudes on board. Sure enough, the company has implemented a thorough, regimented process to ensure that is indeed the case.

For example, new sales hires are issued a development manual and success road map. The company then measures their progress in completing training assignments and gauges their sales results.

"New hire sales training is a combination of sales study workbooks, online training and testing, and centralized classroom training," says Bill Fitzhenry, vice president field sales. "We value integrity, professionalism, customer service skills, problem-solving skills and teamwork from our new hires."

Stanley CSS has developed one of the industry's most in-depth internal training programs. In 2008, the company instituted the "On Fire" initiative, teaming with the Automatic Fire Alarm Association (AFAA) to strengthen its fire alarm expertise. A dozen weeklong regional sessions were held, immediately followed by NICET testing. "The ultimate goal is to have a minimum of two NICET certified employees, one sales and one operations, at each of Stanley CSS' 75 locations across North America," says Gonzales.

Another program launched in 2008 was "IT Matters," conceived to increase employees' knowledge of IT and its impact on the security industry. "The convergence of physical security and IT makes this understanding essential as we discuss security solutions with IT professionals who are now a part of the security process," says Gonzales.

To improve its opportunities in the government marketplace, Stanley CSS launched the "High Security Initiative" in 2007 to train sales and operations specialists about government systems applications. The program concentrated on securing sensitive compartmentalized information facilities (SCIFs).

"Stanley CSS is one of a few national security providers with a comprehensive offering encompassing a national install and service footprint that can provide the type of quality installation and service the SCIF market requires," adds Gonzales. "Not only does this make our employee base more skilled and well-rounded, but also allows for us to meet increasing security needs."

Smart recruiting and training are two pieces to the personnel puzzle, but mean little without the third and final piece. Unless employees are motivated and fulfilled, their employer is likely to be staffed by an ever-changing cast as workers search for a more rewarding experience. To guard against that, Stanley CSS has developed an array of incentives for its employees. "Recognition and rewards are essential to a company's ability to tap employees' discretionary efforts," says Byerly.

The company's "100% Club" recognizes sales leaders with individual awards and a free trip where top performers who achieved their targets participate in activities with peers and corporate executives. In addition, Stanley CSS managers can offer "WIN Awards" to employees who consistently provide exceptional service to customers, or to those who go 'above and beyond.'

The company also has several sales recognition programs. These include its "Monthly Jewel Award" in which different colored crystal jewels are handed out depending on the level of performance, and "CSSRewards Points" where reps can buy items with points they earn via their sales performance.

The most prestigious honor is the "President's Club" award. Employees displaying a passion in serving customers are nominated by their manager and recognized with a trip to an exotic location with their spouse. All employees are eligible, with winners chosen from each department.

Beyond the awards, the company helps keep its people engaged with frequent communications. Its quarterly newsletter features company news, stories from local branches and announcements of employee accomplishments. Also, videotaped messages are delivered quarterly via E-mail to update employees on the company's performance, and reinforce its mission.

Often, the most important communication is of a more interpersonal nature. "All of these are essential and great programs, but none replace our expectation for each leader to thank their team members personally for a job well done on a daily basis," says Byerly.

Model Corporate Citizen
A key element in helping employees find fulfillment in the workplace is having them feel like part of a company that is inherently good, one that gives back and enriches the community. The bonus for those companies is not only loyal employees but also positive word of mouth, which is priceless.

Byerly recognizes and values such intangibles. "Sometimes good causes and goodwill simply outweigh the financial investment, because they create a positive work environment and company culture that drives employees to care about what they do," he says.

The "Stanley Gives Back" campaign encourages employees to support local communities through fundraising events, volunteer charity work, donation collection and outreach. Taking a competitive approach, local branches are ranked to see which can raise more money, volunteer more hours and develop the most creative fundraising event.

Stanley gives the office that raises the most money $10,000 to be donated to the charity of choice. Another $5,000 donation goes to each of the offices with the most volunteered hours and most creative charity event. In 2008, Stanley CSS raised or donated nearly $100,000, volunteered 4,200+ hours and helped almost 50 charities.

All company branches are also encouraged to participate in local events of their choice, as well as four companywide charity events during the year: food drive (spring), United Way campaign (fall), Toys for Tots (winter) and backpack drive (summer).

Being a model corporate citizen extends beyond a company's own employees, customers and communities. It also entails stepping up as an industry leader to exchange ideas, impact standards and regulations, and help shape the future. This has not been lost on Stanley CSS, which is active in industry causes and strives to better the profession.

Steve Walker, vice president of Customer Service Centers and a CSAA board member, seeks to enhance monitoring services and reduce false alarms. The company belongs to ASIS and NBFAA and holds many committee positions. Stanley CSS branches and employees participate in state and local industry trade chapters and associations. Executives routinely speak at events and contribute to trade publications.

"As a leader in the security industry, Stanley CSS will continue in the sharing of ideas and knowledge that not only benefits our industry, but ultimately enhances our ability to better protect the customers we serve," says Byerly.

Such is the magnanimity and stellar business management befitting an Installer of the Year.

Practices Make Protection Bureau Perfect

Security Sales & Integration Magazine — Thu, 08 Oct 2009 16:13:06 GMT

Matthew Ladd, president/COO of The Protection Bureau, has finally given his father and company founder Keith the trophy he always desired the most. For years, Matthew would triumphantly bring SSI's SAMMY (Sales & Marketing) awards back to his dad who would say, "Great job, you should be proud. But where is the Installer of the Year?"

Keith Ladd passed away this past February, which made it all the more poignant when the company was recently named by SSI as the 2009 Installer of the Year (small to midsize company, fewer than 300 employees). "I was never more gratified than when I brought the Installer of the Year home," says Matthew. "Although my dad was not with us to celebrate it, I know he was elated that we finally won the Big One."

The Installer of the Year is presented annually to the security company that best meets the following criteria: exceptional customer service; business practices and marketing strategies that ensure success; properly training company personnel; motivating employees; giving back to the community; and contributing to the betterment of the security industry.

Exton, Pa.-based The Protection Bureau, which also earned a SAMMY this year for Best Promotional Giveaway Item (see the June issue of SSI or visit www.thesammyawards.com), edged out two strong challengers for Installer of the Year honors. They were Atronic Alarms of Lenexa, Kan., and Provident Security of Vancouver, British Columbia, Canada.

Predicated on the slogan, "Big enough to protect, small enough to care," The Protection Bureau shares the strategies and practices that have allowed it to become a model security systems installation operation and grow into a $15 million business.

Built on Family Values
Founded in 1975, Keith and Mary Ladd initially operated The Protection Bureau out of their home. The couple developed the company based on providing the best services utilizing the best security products. Keith Ladd co-founded the Pennsylvania Burglar & Fire Alarm Association in the early 1970s and later became an active member of the PSA Security Network, among many other organizations.

Today, The Protection Bureau operates out of a 16,000-square-foot facility in suburban Philadelphia that includes a CSAA Five Diamond central monitoring station, as well as a branch office in South Plainfield, N.J. Having grown from a small burglar alarm dealer to a full-service integrator with nearly 100 employees serving 6,000 commercial and government clients, the company has become one of the Mid-Atlantic's largest regional security solutions providers.

With a revenue mix of 40 percent video surveillance, 35 percent access control, 20 percent intrusion detection and 5 percent mass notification, The Protection Bureau, with Mary as Chairwoman of the Board (COB) and Matthew as president/CEO, remains a family owned and operated corporation, and relies on those principles to guide the enterprise.

"The Protection Bureau is all about family values and puts its money where its mouth is," says Client Care & Marketing Coordinator Gabrielle Kotke. "Not only do we reward our employees for a job well done, we reward our clients for their loyalty and being part of our family."

Renewed Focus on Clients
Although The Protection Bureau had long been known for its outstanding customer service, Matthew Ladd decided to turn it up a notch. He believed with money getting tighter for everyone that the timing was right to do even more to ensure customers were kept happy. So he launched a companywide Customer Service Initiative (CSI).

Through this program, all staff members are trained about every facet of customer service and client care. The goal of CSI is to reinforce those policies throughout the company. Seminars and training sessions are held on a monthly basis, and, and staff members receive rewards for jobs well done.

"We want to be proactive and handle any potential issues before they happen," says Kotke. An outgrowth of CSI, a Customer Care Department was created to address clients' individual needs.

"At The Protection Bureau, client satisfaction is our No. 1 priority," says Ladd. "This department, which reports directly to me, was specifically created to address client needs, concerns and issues. We now have an entire department dedicated to client retention."

One of the services customers really appreciate is being able to reach attentive and knowledgeable staff 24/7. The company gauges its success and clients' satisfaction by distributing a survey during every field call. Customers commonly receive personalized thank you notes and small gifts, and are apprised of any changes or other information via letters and bulletins.

The company has invested in a GPS system tied into every service vehicle such that if there is need for another part or something else, a nearby truck can roll to the site without unnecessary delay or hassle for the customer. Long-time clients have been known to receive upgraded or new equipment at no charge, while new customers are discouraged from buying what they may not need.

"What separates The Protection Bureau from the competition is a solution-driven approach to providing electronic security services," says Ladd. "Many companies are largely product-focused. We seek the solution and then determine which product will do the best job."

Building Relationships
For The Protection Bureau, customer service cannot be pigeonholed into one aspect of the business as it is the central principle that defines the company's culture. As such, it guides management's thinking and decisions regarding business and marketing strategies.

"Our philosophy has always been that a client should choose our company because we look long-term, and we seek client satisfaction before profits," says Ladd. "We know a satisfied client is a long-term client, and a long-term client provides steady revenues. Word of mouth is a great referral tool, but the trick is to keep the good words about you coming."

The company consistently looks for ways to get its name in front of customers. All invoices and mailings include at least one marketing piece. The Protection Bureau also hosts Lunch and Learn sessions in which prospective clients are not only educated about possible solutions to their security needs but also ways to finance them.

The company uses software to track, measure and review its sales and marketing initiatives. Upon the conclusion of a specific, targeted program, wins and losses are tabulated, reviewed and evaluated. These findings are then used as the basis to develop future planning.

Meeting management's high expectations for satisfying clients necessitates employees are well trained in all areas of the business, but especially customer service and the latest security technologies. Blending all of those factors together ensures an optimal customer experience.

"We look for employees who have the qualities of honesty and hard work ethics," says Kotke. "We provide a training matrix for each new employee and give them a roadmap. We hold seminars, symposiums, vendor days and encourage certification for our technicians and engineers."

The Protection Bureau also understands establishing, nurturing and maintaining strong relationships with clients means creating the same types of bonds with its own personnel, who in turn help customers to continue feeling connected. Hence, employees must not only be well trained, but motivated, content and fulfilled enough to make The Protection Bureau their career choice. That's why the company places so much emphasis on employee-centric practices and activities.

The company sponsors many events for employees and their families, many of which include special T-shirts and other incentives. Breakfasts and luncheons are often provided and tied into monthly events and contests. Staff members engage in baseball games and socialize. Employees receive 10- and 20-year anniversary gifts, and are routinely recognized for going above and beyond with "Bureau Bucks," which can be redeemed for gifts.

"Today, in order to compete with the mega-companies, one must be well-managed, well-staffed and financially stable," says Ladd. "To better compete in the market, our company has always tried to operate as if it were larger, offering better benefits and opportunities to our employees, maintaining databases, staying well-stocked, and training, training, training."

Imbued With Spirit of Giving
Generosity and giving back to both the community and the industry are core elements of the foundation upon which The Protection Bureau has been built.

The company's professional affiliations include: Security Net; PSA Security Network; Pennsylvania Burglar and Fire Alarm Association (PBFAA); NBFAA; Automatic Fire Alarm Association of America (AFAA); ASIS; NFPA; BOMA; International Society of Pharmaceutical Engineers (ISPE); International Assoc. of Campus Law Enforcement Administrators (IACLEA); and many others.

Matthew Ladd (among others in the company) has followed in his father's footsteps in not only being a member of these organizations but striving to actively participate on the boards and committees. Matthew is also a frequent contributor to industry publications.

The Protection Bureau's philanthropic pursuits include: Good Works (nonprofit organization that repairs houses for the needy); Presbyterian Children's Village (clothing, toys and necessities); The Lord's Pantry (food bank); Habitat for Humanity; YWCA Chester County (Pa.); and Domestic Violence of Chester County.

Kotke highlights some examples of the Ladds' kindness within the community: "When Keith Ladd heard that the owner of the local pizzeria had a child with autism, we began to use them exclusively for all of our catering needs. When the YWCA expressed concern about the safety of the children who utilize their facility, calls were made to vendors to obtain a donated security system and The Protection Bureau donated central station monitoring."

The company also hosts a National Safety Awareness Day event in June by inviting the community to participate in activities at its site. In addition, fund drives are organized for people in need, and support is lent to local police departments and area townships for their events.

When you put it all together, the 2009 Installer of the Year could not have happened to a more deserving - or nicer - company. Congratulations to The Protection Bureau!

Strong Branding Earns Urban Alarm a Profitable Reputation

Security Sales & Integration Magazine — Tue, 02 Jun 2009 22:42:47 GMT

Urban Alarm
Best Company Logo Design
sponsored by ISC Expo

Urban Alarm of Washington D.C. may be a small company of only eight employees, but its savvy logo branding earned a big win at the SAMMYs and notable recognition among its local customer base.

The growing company, founded in 2003, combined its security, technology, design and marketing backgrounds to create an award-winning logo that emphasizes a strong message and focuses on positioning. The company allots a marketing budget of 8 percent of revenue to sustain a steadily expanding marketing plan that increases with success.

"In general, we have seen an excellent return on our marketing and design work, in many cases exceeding 10 times our investment," says President Miles Fawcett. "We plan more grassroots community initiatives as well as more campaigns leveraging technology for personalization. Whatever we do, we are committed to educating and adding value at every stage. Educating our market opens up all kinds of valuable selling opportunities."

Urban Alarm prefers to stick to traditional marketing methods such as paper-based newsletters and a regular catalog of services targeted by submarkets. While the return on investment (ROI) is evaluated for effectiveness, Urban Alarm also understands the importance of qualitative feedback from the community.

"While we see the value of E-mail, we recognize that an appealing print design and message is going to get attention," says Fawcett. "The volume of E-mail our customers get is overwhelming. We would like to reduce our costs and environmental footprint but right now print is an important part of our campaigns."

With marketing materials being produced internally, Urban Alarm is able to streamline costs and track results on a weekly basis. However, by keeping operations in-house resources often are stretched, making deliberate and strategic decisions all that more important.

"With our focus on Washington D.C. and close-in suburbs - a relatively small geographic area of about eight miles radius - brand saturation is an important part of our growth," Fawcett says.

Protection Bureau's Giving Nature Gets the Gold

Security Sales & Integration Magazine — Tue, 02 Jun 2009 22:41:19 GMT

The Protection Bureau
Best Promotional Giveaway Item
sponsored by PSA Security Network

Visitors to The Protection Bureau don't leave empty-handed. True to its slogan, "Big enough to protect, small enough to care," the family-run security systems and monitoring provider treats customers to the sort of hospitality a doting mother bestows upon the homecoming of her only son. "We have a rule that when a guest comes to The Protection Bureau, they leave with a gift," says company President Matthew Ladd.

It's only fitting then that one of those gifts should earn The Protection Bureau its own present: the SAMMY Award for Promotional Giveaway Item.

The Exton, Pa.-based firm, founded in 1976 and presently earning $15 million annually with 6,000 accounts in seven states, submitted a "padfolio" that wowed the judges. Produced in the company's branded black and navy colors and adorned with its silver-star logo, the pad holder includes a ruler, flash memory stick pen, mouse pad, key ring flashlight and umbrella.

"We like to see our name out there. We like to see it in our clients' hands," says Ladd. "The thought was to give them everything they'd need in a meeting with our security consultants or management team. We also give them a collapsible umbrella so they don't get caught in the rain when they leave."

One of the keys to The Protection Bureau's marketing success is having a full-time client care and marketing coordinator on staff, Gabrielle Kotke. She works with the appropriate personnel and departments to see initiatives through from concept to execution - and does so in an expedient, efficient and cost-effective manner.

"It's about finding just the right 'thing' that will make an impact, be innovative and at the same time not be overdone," says Kotke. Of course, cost plays a role as well. "We're not a large company, but we have the challenge of keeping up with those that are, but not on their budgets," she adds. "We have to look good and be consistent within our own financial plan."

In a further validation of The Protection Bureau's commitment to excellence - and testament to the enduring legacy of founder Keith Ladd who passed away earlier this year - the firm also captured one of SSI's two Installer of the Year awards. Be sure to check out the July issue for that complete story.

Stanley's Brochure Hits Home With Customer Service

Security Sales & Integration Magazine — Tue, 02 Jun 2009 22:39:52 GMT

Stanley Convergent Security Solutions (CSS)
Best Sales Brochure
sponsored by Tri-Ed

Naperville, Ill.-headquartered Stanley Convergent Security Solutions (CSS) takes no prisoners when it comes to delivering the highest standards of security solutions, professionalism and customer service. This is reflected in marketing campaigns and materials that have made Stanley CSS, dating back to when it was HSM Electronic Protection Services, a fixture at the SAMMY Awards program.

"We select items, materials, programs and designs that differentiate our company from other providers in the security industry, and also reinforce our position of high-quality, innovative offerings with unparalleled customer service," says Director of Marketing Beth Tarnoff. "We use a unique consultative and custom approach in the Stanley CSS marketing program that differentiates us among the competition."

With the muscle of tool-making giant Stanley Works behind it, Stanley CSS is a fast-growing security services and monitoring provider with 300,000+ customers and an estimated $450 million in annual revenues. Although the company saw its unprecedented run of three straight Overall Integrated Marketing Program awards end, Stanley CSS bagged two more trophies, including Sales Brochure, and was a finalist in five other categories.

"The brochure was created to communicate in-depth information about every online, real-time eService Stanley CSS offers effectively, efficiently and in a visually appealing way," says Tarnoff. "The concept is 'Faster, Smarter, Sharper, Easier, Clearer.'" In addition to the piece's striking looks and succinct messaging, Tarnoff says it has contributed to a rise in recurring services and revenue. Unlike some operators, Stanley CSS carefully monitors its marketing efforts.

"Most of our programs have a specific phone number, E-mail address or promotional code so as soon as the lead comes in we know what program generated this lead," says Felix Gonzales, a Stanley CSS vice president. This helps link expenditures to revenues, which has never been more critical. "Due to the economy we continue to challenge and evaluate every initiative; pushing everyone to be more diligent with every dollar spent," says Tony Byerly, president, Stanley CSS North America. "Each program or campaign is meticulously tracked for ROI and overall effectiveness."

Find out more about Stanley CSS' business in the July issue via complete coverage of its other 2009 honor: SSI's 2009 Installer of the Year Award (Large Company).

SafetyCare Focuses Site on Marketing Prize

Security Sales & Integration Magazine — Tue, 02 Jun 2009 22:35:06 GMT

SafetyCare (www.SafetyCare.net)
Best Web Site Design
sponsored by Campus Safety

SafetyCare of Reading, Pa., has an important story to tell - a story of dedicated individuals working to improve the health and well-being of seniors and special needs individuals.

After opening its response center in 2007, SafetyCare has developed an original emergency management technician (EMT) intervention/medical alert monitoring model as well as an extensive line of medical alert and e-call products that effectively serve its clientele.

"[This] is a story of dedication and success for the lives we touch, the dealers we help, and the communities we serve," says Mike Bodnar, general manager for SafetyCare.

The company's immediate access to certified EMTs is among the unique offerings provided to its clients. SafetyCare's history dates back 15 years through its family-owned, corporate lineage to TeleAlarm LLC, a manufacturer of wireless emergency call systems. SafetyCare has kept a steady pace of success since opening its UL-approved, EMT intervention/medical alert monitoring operation two years ago.

One of SafetyCare's noteworthy strong points has been its interactive, easy-to-navigate Web site. The sleek design and large amount of customer-based information was instrumental in earning the company a SAMMY award. SafetyCare.net provides its viewers with product demos, testimonials and in-depth customer accounts.

SafetyCare utilized outside resources to create and market its Web site, and continuously works to develop its brand to assist the efforts of its dealers. With a growing marketing budget, SafetyCare is able to complement the rapid growth of its dealer and account base.

"We are honored that our Web site has garnered national recognition for its creative design," says Bodnar. "Our SAMMY award confirms the effectiveness of our marketing and advertising Web campaign, and is truly a source of pride for our entire SafetyCare team."

Provident Displays Marketing Success

Security Sales & Integration Magazine — Tue, 02 Jun 2009 22:33:38 GMT

Provident Security
Best Display Advertisement
sponsored by Honeywell

After winning a SAMMY for the best Web site design in 2008, Provident Security of Vancouver, B.C., Canada, walked away with recognition for the Best Display Advertisement this year.

Provident has made great strides with its marketing efforts, particularly for not having any brochures, printed sales materials, Yellow Page advertisements, or any other traditional form of advertising.

"All of our marketing is based on creating and maintaining word-of-mouth marketing. With the exception of our door hangers and business cards, Provident does not have any printed materials at all," says President Mike Jagger.

Provident has utilized several nontraditional marketing approaches that are cresting as the new means of advertising. By adopting the use of social media and networking sites such as Twitter and YouTube, Provident has maintained a noticeable presence in its market while spending a minimal amount of money. Its most effective marketing initiative has been the company's five-year-old blog.

"Marketing isn't advertising," says Jagger. "Marketing is absolutely everything about how you do business - how you answer the phone, whether your trucks are clean, how quickly you respond to an alarm, whether invoices are correct, etc."

Because so much of its efforts are online, Provident is able to utilize its time in trying new approaches without worrying about the associated costs. According to Jagger, traditional advertising is both expensive and not nearly as effective as community-based marketing, particularly for small businesses.

"We believe that the word of mouth is the most powerful motivation for someone to become a Provident client," says Jagger. "As a result, we work really hard to make it easy for other people to tell our story for us, whether through client referrals or maintaining a very strong presence in local media."

ASG Uses Creativity as Vehicle for Marketing

Security Sales & Integration Magazine — Tue, 02 Jun 2009 22:31:22 GMT

ASG Security
Best Vehicle Graphics Design
sponsored by NBFAA

Beltsville, Md.-based ASG Security is no newcomer to the SAMMYs. The company has repeatedly proven its hard work and inventive marketing initiatives are successful and award-worthy. ASG, which designs, installs, services and monitors intrusion, fire, access and video surveillance systems, won four SAMMYs last year - Community Services Program, Company Logo Design, Promotional Giveaway Item and Residential Sales Brochure. This year, the company walked away with recognition for the Best Vehicle Graphics Design.

"We chose a more traditional approach for our fleet design by going with a bold color scheme and oversizing our logo to get it noticed," says ASG Senior Vice President of Sales & Marketing Bob Ryan. "Many times, it's the off-the-wall creative approach that wins this award. But in 2008, the judges showed an appreciation for a traditional design done to the maximum."

ASG, which was founded as Alarm Security Group LLC in 2002, involves employees on all levels in the design and feedback process of its marketing endeavors. The company's 700 employees serve in excess of 135,000 commercial, residential and government customers in the Mid-Atlantic region and throughout the state of Texas.

"Feedback from the grassroots level of your organization is the best indicator of the job you've done," Ryan says. "We won't brand just for branding sake; we expect impactful pieces that will help us grow."

With an expanding marketing budget, ASG has been redirecting its focus to de-emphasizing Yellow Page advertising media while ramping up local search engine marketing lead generation.

Ryan says the creation of materials is the difficult part of the marketing process. "Even though ASG is a $100 million company, our marketing 'department' is me and part of another person," he says. "Finding the time to do it right is a real challenge."

Even so, Ryan is preparing to embark on a highly targeted E-mail marketing campaign for ASG - one he hopes to receive SAMMY recognition next year.