Home Security Customized to Fit Your Life

Transcription

1 The Magazine for ADT Team Members August 2010 Introducing ADT Pulse TM Interactive Solutions Home Security Customized to Fit Your Life Customer Josh Kerrigan at his home in Pompano Beach, Florida

2 Introducing ADT Pulse TM Interactive Solutions The Latest Innovation in Home Security At Your Fingertips From her fifth-floor office during her lunch hour, Anne-Marie Rouse, Manager of Strategic Product Planning, Boca Raton, Florida, is making sure her family and home a 20-minute drive away are safe and secure. With a click of a mouse, she sees that the flat iron her 11-year-old daughter uses on her hair each morning has been left on. Another click from her desktop and Anne-Marie remotely shuts it down. Picking up her iphone while still in her office, she turns off the light her 14-year-old son left on, adjusts the thermostat on the air-conditioning and checks to make sure the front door is locked. She can even get photos or video of the kids coming home from school from a camera focused on the front door. For almost a year, Anne-Marie and her family have been testing ADT Pulse TM Interactive Solutions a new way to help customers protect their families and manage their homes. The result of 18 months of extensive research and effort by a group involving more than 100 team members, Pulse launched in pilot markets in the U.S. throughout this summer with a nationwide rollout planned for mid-august. Setting New Standards Currently in approximately 200 homes, Pulse is already setting new standards by giving customers a way to remotely access and control their security system, home lighting, appliances and temperature settings. With Pulse, we re taking the traditional peace of mind that comes with a home security system and extending it to accommodate people s lifestyles, says Anne-Marie. It helps our customers remain connected with their homes and families no matter where they are. Available only to Residential customers at this time, Pulse provides homeowners with the opportunity to: Remotely arm and disarm their home security system Receive alerts and notifications of events taking place at the home, via , text messaging, or video clips Monitor the home through strategically placed video cameras Automatically schedule desired events, such as turning on a light or lowering the thermostat every day at a specific time Turn lights and appliances on and off remotely With Pulse, I can do everything from setting my porch lights to come on at dusk and selecting lights turn off when I arm away, to ensuring my children arrive home from school each day. I can even be alerted when the pet sitter comes and goes, Anne-Marie says. Evolving Technologies Meet Customer Needs From its inception, Pulse was created to use emerging technology to address the changing needs of consumers, and will continue to evolve as technology advances and customer expectations mature. Consumers today can do almost anything from their smart phones and because there s an app for almost everything, they expect to also have an app for ADT. With Pulse, they now do! Anne-Marie says. 4

3 Working with a half a dozen vendors, the Pulse team developed a product that not only addresses that need but does it in an affordable and convenient manner. Pulse is the most robust and comprehensive solution available in its genre, she says. What sets it apart from other products is that it truly integrates personal lifestyle with home security. To help make Pulse affordable, ADT is offering three different solution plans. Anne-Marie Rouse, pictured here with her son Austin and daughter Somer, tested the new Pulse Interactive Solution at her home. Residential customers who are presented with the solution see that the cost is just a few extra dollars a month. It s a great value, says Anne-Marie. Teamwork in Action Anne-Marie says the success of Pulse depends in large part to the members of the Pulse team, who have all been extremely dedicated to the product s development. Pulse is the result of an amazing display of teamwork, she says. We had people from every corner of the company working together tirelessly to ensure Pulse will be a success. For more information, visit Pulse will truly be a blessing for anyone who s ever left for vacation, then wondered if they remembered to turn off the iron at home. - Anne-Marie Rouse, Manager of Strategic Product Planning, Boca Raton, Florida Pulse Interactive Solutions Plans Pulse Select Basic services, including remote arming and disarming, alert notifications via , and text messaging. Pulse Advantage Basic services, plus lighting, small appliance, and temperature control. Pulse Premier All of the above, plus remote video monitoring and wireless home control touchscreen that enables customers to control the system from anywhere in the home, as well as access the latest traffic, weather, news, and sports information. 5

4 A Day in the Life of a Pulse Customer ADT customer Josh Kerrigan is a business owner living in Pompano Beach, Florida. Since installing the Pulse system in his 2,000 square-foot home this May, Josh is able to check on the status of his home while travelling, at the office and virtually anywhere else where his smart phone works. He can set his yard lights to come at 8:00 p.m. while enjoying some summer sun boating on the Intracoastal Waterway Josh can check his home while at work to make sure he remembered to turn the coffee pot off With Pulse, he can adjust the temperature of his air conditioning system so it s the perfect temperature when he gets home from work Josh can arm his Pulse system from the car before he leaves home. (Of course, while driving, Josh keeps his phone safely stored and uses a hands free headset.) 6

5 The Magazine for ADT Team Members June 2009 When disaster struck, ADT was there for us. - Kevin Kough, Hastings District Manager Roof Collapse! Back to Business! ADT Helps Hastings Entertainment Reopen in Record Time

6 NOW SHOWING Back to Business ADT Helps Hastings Entertainment Reopen in Record Time The Hastings Entertainment retail store in Flagstaff, Arizona, had been providing the community with easy access to CDs, books and DVDs for nearly 20 years, when suddenly it all came crashing down literally! During one of its busiest shopping seasons, the store s roof collapsed as a result of harsh weather conditions. The catastrophe occurred while the store was closed, so fortunately there were no employees or customers in the building. But the structural damages were extensive and store owners had to scramble to find a temporary location until the building could be fully repaired. Success doesn t always come easy. But this project proved what a true team effort can accomplish. - Linda Burris, National Accounts Support Specialist Time was of the essence. Every day that the store remained closed meant a loss of revenue, and another day that customers might find another rental store, said Patrick Hastings, Director of Loss Prevention for Hastings Entertainment. For ADT, time was of the essence as well. The opening date of the temporary location gave the team less than two months to install and implement an entirely new system. The key to success was teamwork. We had a common goal, and each individual s accomplishments moved us one step closer toward the overall project objectives, says Kirk Armstrong, National Account Manager, Retail Sales, Carrollton, Texas. Everyone Kirk Armstrong concerned worked in unison to seamlessly get Certificates of Occupancy, Fire Alarm certification, fire, burglar, video surveillance, and electronic article surveillance systems up and running in record time. (Left to right) Kevin Kough, Hastings District Manager, Linda Burriss, National Account Sales Support Specialist and Laura Joaquin, National Account Field Support Specialist 7

7 Core Commercial Sales Transformation: A New Way of Doing Business The Core Commercial Sales channel has been reorganized to deliver a better experience for our existing and prospective customers. The initiative is branded c360, which team members refer to as a state-of-mind signaling the rebirth of the sales channel to a franchise or territory management model recently implemented across North America. With the goal of leading the mid-level Commercial market, c360 is being viewed as a bold and insightful formula for winning during these challenging economic times. We recently caught up with Vice President, Core Commercial Sales, Jack Feingold to learn more about this exciting new program. Jack Feingold, Vice President, Core Commercial Sales Q Wire: What opportunities for improvements did the team uncover? Jack: Our organization was based Q on a hunter/farmer model. Within the same market, there were hunters focused on developing new business and other hunters focused on resale opportunities. There were also farmers focused on retaining and expanding business with existing customers only. The challenges with this model were coverage and efficiency. We could have three Sales Representatives at the same building to see three different tenants for three different purposes. Yet because of the sheer volume of existing customers over 300,000 in North America distributed amongst 300 Sales Representatives some accounts weren t being visited at all. Q Q Wire: What does c360 do differently? Jack: With c360, we have created a true territory management model by blending what were three distinct functions into the role of one Representative who owns a stake in his or her territory. We ve created a set of tools for skills training, coaching and implementation, that together with compensation plans, support and reward making the right decision on behalf of the customer. Wire: How does the new organizational structure help improve the customer experience? Jack: By distributing our customer base across the entire sales force, we have reduced the coverage ratio from 1,000 customers per Sales Representative to less than 300 per Representative. The new structure gives us more coverage and also helps a Sales Representative make better use of time. While visiting an existing customer, that person will knock on other doors at that location to explore new business and potentially pursue a resale opportunity, all within the same square mile radius. Wire: What are some of the tools in place to help achieve c360? Jack: The Sales Process team, in conjunction with the Information Technology team, transformed Compass into a tool that allows us to manage sales performance from the windshield instead of through the rear view mirror. From the inception of a lead to the 8

8 birth of a sale, Compass lets you know where you are along the progression, and offers an incredible amount of data to help make a Sales Representative smarter on day one of a sales opportunity. In addition to all of our existing customer data, it gives prospect data that includes: name, business, employee size, facility size, revenues, and more. It also reinforces a consistent sales process by providing key activity reminders for managing the sales funnel and gives Reps the tools to act on these opportunities. This includes creating estimates, proposals, maintaining contacts and closing the sale. Q Wire: Why do you think c360 has been received by the sales force with such enthusiasm? Jack: One reason is that c360 is the result of great collaboration between the field and corporate management teams. Our Area Sales Managers and Sales Managers have participated in all territory restructuring and talent selection to fit the c360 model and their unique geographic model. Another reason is the communications approach. We felt it was extremely important to kick-off the transformation disciplines directly with our Sales Representatives. We conducted meetings with nearly 1,000 Representatives, in 14 cities over six weeks. QWire: What is the Core Commercial team focusing on right now to meet and exceed c360 goals? Jack: The emphasis right now is on helping our Sales Representatives become proficient in whichever skill set is new to them as a result of combining three disciplines into one role. Although there are great training tools available, it is our Sales Managers who are tasked with coaching and mentoring each of their team members to drive overall success. Have questions? Q Wire: What does c360 mean for the future of Core Commercial? Jack: In a historically challenging environment we are launching a vibrant and exciting tool for growth. We are empowered as individuals and as a management team to build our business in a highly incentivized and supported model. This is an exciting opportunity that will produce tremendous customer loyalty, growth and overall performance. Want to share ideas about c360? Visit the c360 section of InsideADT at for more information including the Sales Representative Guide and the capabilities presentation You can also send an to c360@adt.com Brian Winters The plan and tools are great, and as important, we re empowered to execute. c360 gives us a serious competitive edge. - Brian Winters, Commercial Sales Manager, Western PA District 9

9 Life Without Limits ADT Helps Customer with Cerebral Palsy Live Independently Customer Amanda Alford with Sales Representative Brad Wheeler ADT customer Amanda Alford has Cerebral Palsy, a disease that permanently affects body movement and muscle coordination. Diagnosed when she was less than two years old, Amanda is now confined to a wheelchair. What she always wanted more than anything is to live a normal life. To Amanda, that means living independently and having the same opportunities as everyone else. Despite her challenges, through sheer determination, strong will and with a little help from ADT Amanda has made that dream a reality. 10 Dream Becomes Reality Today, at age 32, Amanda lives independently in her own home and credits ADT with helping make that dream a reality. When I wanted to move into my own home, my family was concerned about my safety. ADT provides peace of mind for me and my family, she explains. Brad (Wheeler, ADT Sales Rep) and everyone I ve dealt with at ADT have gone out of their way to make sure my security system meets my needs. When ADT Technicians installed the Safewatch QuickConnect system, they put the touchpad low on the wall, so Amanda can easily reach it from her wheelchair. In addition, Amanda has a wireless keychain remote, which she keeps on her wheelchair at all times, enabling two-way voice communication with our Customer Monitoring Center, whenever needed. For Sales Representative Brad Wheeler, Atlanta, Georgia, the opportunity to serve Amanda has been personally gratifying. It is very rewarding to know that we have helped someone to live independently and securely in their home, especially Amanda. She is one of the greatest and most inspiring human beings I ve ever met, he says. Living a Full Life Even with her disability, Amanda lives a full life and has a busy schedule. She works full-time as an administrative assistant at the University of Georgia in Athens and volunteers with People First, an international advocacy group for people with disabilities. I am very grateful for the full life I have, Amanda says, and I want to create positive change for people with disabilities. I want to be an advocate for life without limits.