Company dresses up for success

Friday, July 1, 2005

LYNN, Mass.--In an effort to improve efficiencies within its central station, Wayne Alarm Systems implemented a number of changes this year that included new software programs and procedures.
The company installed a paperless fax software program called Dogstar that divides its alarm operators and database personnel into separate areas, and started a terminal services program that enables remote account maintenance for dealers.
"No one is forcing us to do this," said Ralph Sevinor, company founder and president. "We want to be leading edge." But, Sevinor stressed that any technological changes the company makes will not distract it from customer service.
Founded in 1972, Wayne Alarm Systems is a New England-based systems integrator that monitors its own clients' systems and also provides some third-party monitoring. Its UL-listed central station handles 40,000 accounts and less than one third of its overall revenue derives from third-party dealers.
Annie Roderick has helped orchestrate the changes at the central station over the first half of the year. Roderick, a 15-year veteran at the company, was promoted to central station manager late last year and began her tenure in the new position in January.
She succeeded Carol Swiniarski, who retired and now works part time training dealers on the central station's remote access software. Including Roderick, 26 operators are on staff at the company, sharing around-the-clock responsibility.
"The ultimate goal is to have them do their own database entry," said Roderick on the new terminal services program. The software will help dealers manage their accounts through real-time access to alarm signals and histories, as well as provide the ability to generate reports.