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ESX seminar explores new models for customer engagement

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Wednesday, June 11, 2014

It’s that time of year: ESX is closing in on us, and my schedule for the show is beginning to take form. I’m envisioning a high-energy, well-paced show, with an array of educational sessions geared to new and important topics, and a show floor conducive to getting the skinny on the trends shaping the industry.

I wanted to use this space to draw attention to a seminar I’ll be moderating Tuesday, June 24 at 3:15 titled “Monitoring: A Quality Customer Touch Point.”

I’ll be talking to Mike Bodnar, president of Security Partners, Tom Szell, SVP at ADS, and Brandon Savage, SVP of customer experience and operations at Alarm Capital Alliance / My Alarm Center about the new means of customer engagement brought on by the rise of mobile apps and interactive services, and how those in the industry can leverage these advances to minimize attrition.  

With Nashville roughly ten days away, I encourage folks (particularly those on the monitoring side) to contact me in the days ahead to arrange a meeting on the show floor. Given the structure of the show, and its emphasis on education, I don’t anticipate fodder for conversation being in any short supply. Industry shows like ESX offer a valuable stage not only for discussing initiatives specific to a single business, but also broader trends affecting the industry writ large. I look forward to chatting.

Barnes Associates wholesale monitoring survey finds accounts up 19 percent

Michael Barnes suspects cableco/telecom influx could be behind ‘unprecedented growth’
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03/12/2014

YARMOUTH, Maine—Much can be gleaned from the fourth annual Barnes Associates/SSN/CSAA wholesale monitoring survey, but if anything stands out about 2013, it’s that overall growth was gaudy.

PERS: What we know, what we don't

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Wednesday, September 18, 2013

The projected expansion of the PERS market will be fueled by several realities playing in its favor. First and foremost, the demographics, highlighted by an aging baby boomer population, are compatible with growth in the PERS space. Similarly, PERS devices make seniors better equipped to remain in their homes and possibly reap considerable cost savings. The market is relatively resilient. The technology is simple. One of the biggest barriers to entry may be tapping into the right marketing channel, Josh Garner, CEO of AvantGuard Monitoring Centers, told me in a conversation we had earlier this year on the state of the PERS industry. The marketing hurdle is not to be underestimated. But it also seems far less an obstacle than, say, mastering the technical ins and outs of a product truly difficult to integrate or install.

These are all PERS-relevant realities of which the industry already has a fairy sound understanding. While much is known, many questions still linger with respect to the future of the market. That much became clear in a recent conversation with Barry Epstein, president of Dallas-based Vertex Capital.

One question with many ramifications for the market: what will reduce the annual attrition rates for PERS devices? Will it simply come down to a broader (and younger) customer demographic? Metrics are far from perfect, and the market is still green from an acquisition standpoint, but Epstein says the attrition rate for PERS devices hovers somewhere between 24 and 36 percent. Even at the lower end of that spectrum, these rates are not conducive to huge RMR value, and they could make private equity firms leery about getting involved, at least right now. A huge ancillary question to the one posed above will be what kind of innovations, on either the dealer or manufacturer end, can companies make to reduce these less than sterling rates.

Another question: Can smaller alarm companies do PERS? Or is the market going to remain the province of larger dealers or wholesale monitoring companies who can afford to support a PERS-only division? To what extent will traditional alarm companies have a share in the space at all? Epstein, who recently moderated a panel at the PERS Summit in Park City, Utah, said the conference naturally featured an abundance of PERS dealers, but only a small fraction of them had alarm accounts.  

The development of this market will be worth watching closely. When will the acquisition tipping point occur? What will be the force behind it? What factors, as yet undeveloped, stand to drive the market’s upward trajectory? And what about mobile PERS units?

In a broad sense, we're mostly sure where the PERS industry is going. But regarding specifics, questions abound.

Greetings!

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Tuesday, July 2, 2013

For my “Monitor This!” debut, I’d like to use this space to introduce myself, now that I’ve completed my switch to associate editor at Security Systems News.

My name is Leif Kothe, and I’ve covered the security industry since September 2012, when I joined SSN as web editor. In that capacity, I covered—and learned about—most facets of the security industry, while also writing for other trade journals at United Publications, not all of them security-related. The position was as edifying as it was unfocused. As associate editor, I welcome the opportunity to zoom in on the central station side of things. And I am equally eager to cover the legislative topics of most relevance to the industry.

My wish is to make the transition as seamless as possible. In the interest of continuity, you'll find that we’ve kept many things the same. The blog has retained its title, it occupies the same spot on the homepage, and it will still cover topics germane to central station alarm monitoring.

With that said, I encourage those in the monitoring space not to hesitate to reach out to me, whether to offer news leads, or to simply introduce yourselves. In my brief time covering security, I’ve found the industry nothing but welcoming, and I look forward to exploring the industry further and hearing your stories in the process.