READY FOR SOMETHING BETTER? Beyond the Call

Transcription

1 READY FOR SOMETHING BETTER? Beyond the Call

2 EXPERIENCE PERFORMANCE BEYOND THE CALL

3 MONITORING INFRASTRUCTURE Reliability + Stability = Trust. Big doesn t make us impersonal, it makes us better. CMS has three monitoring centers located across the country. Each center is UL Listed and backed up by two generators and uninterruptible power supplies. Our monitoring centers are redundant and allow us to load balance by redistributing operator resources during spikes in alarm activity. We partner with leading technology innovators such as AT&T, Avaya, UTC, Honeywell and Verizon. 1

4 STATE-OF-THE-ART VIRTUAL COMMAND CENTER VIRTUAL COMMAND CENTER Uninterrupted Power Supply MANASQUAN, NJ Generators Avaya Phone Switch CYPRESS, CA AT&T/VERIZON COMMUNICATION NETWORK UTC MASterMind LONGWOOD, FL 2

5 SECURITY MONITORING SERVICE Outstanding Service and Technology Monitoring that keeps your customers satisfied since Our outstanding service includes tailoring each of your customers accounts to meet their expectations, giving them the ability to pinpoint zones using our zone templates. We ll help you provide the upgrades and interactive options today s hi-tech customers are looking for and will pay top dollar to enjoy. Our three UL Listed centers are equipped with multiple backup generators, redundant power supplies and data storage, multiple paths for routing our T1 phone circuits and backup receivers with additional line cards. CMS reps receive rigorous training, three levels beyond Five Diamond criteria spanning over several weeks with testing and certification at each level. 3

6 LIFE SAFETY FIRE MONITORING SERVICES Dedicated Resources for Fire Monitoring We help you protect life and property against fire by offering dispatch upon receipt of a fire alarm signal and customizable notification on troubles, supervisories and missed timer tests. Signals are received in our UL Listed central stations equipped with receivers and equipment meeting UL standards. Specially trained UL certified operators and dealer support representatives handle UL fire accounts and comply with the local AHJ. We strictly follow NFPA 72 Guidelines for fire accounts ensuring best practices are followed. Fire Monitoring Beyond the Call: How It Works 1. LIFE SAFETY SYSTEM 2. ALARM RECEIVERS 3. AUTOMATION 4. RESPONSE 5. DISPATCH IF NEEDED 4

7 REMOTE VIDEO MONITORING SERVICES Help Customers Keep an Eye on What Matters. Remote Video Monitoring allows your customers to play a more active role in monitoring by watching their children come home from school or checking in on elderly family members even pets. With burglary verification images, CMS operators can verify alarms and reduce false dispatches. Some law enforcement agencies have enforced priority response to enhanced video alarms by using verification along with the current prioritization process used in 911 dispatch centers, promoting improved response for confirmation of an alarm. You and your customers can proactively view a home or business through many different DVRs as well as through Alarm.com and Total Connect Video. 5

8 PERS MONITORING SERVICES Professionally Trained PERS Division Help your customers re-establish mobility and independence with help available at the push of a button. PERS monitoring can include wellness checks, medication reminders, emergency service, inactivity sensors and fall detection. The separate PERS division at CMS is staffed by specially trained operators who work under a unique set of procedures. Training includes interactive PERS scenarios, sensitivity training and techniques to promote conversations with your PERS customer. With CMS PERS monitoring, you can help others while diversifying your revenue stream, increasing profit margins and partnering with a recognized industry leader. PERS Monitoring Beyond the Call: How It Works EMERGENCY 1. MEDICAL ALERT SYSTEM 2. ALARM RECEIVERS 3. AUTOMATION 4. RESPONSE 5. DISPATCH IF NEEDED 6

9 DEALER SERVICES: SUPPORT We re Here for You. CMS Dealer Support Representatives will help you manage your account base and solve any issues or concerns. Our team is divided into two groups: CMS Data Entry and CMS Customer Service. Our data entry reps focus solely on entering account information, while customer service reps work strictly on the phone assisting dealers. Technical Support is available for installation questions, troubleshooting and general questions regarding alarm equipment connectivity. We have designed our service schedule to accommodate your needs. Dealer Support and Technical Support are ready to assist you from: Monday-Friday: 7:00 am 11:00 pm EST Saturday: 8:00 am 8:00 pm EST Sunday: 11:00 am 7:30 pm EST DID YOU KNOW? Dealer Support performs more than 100 daily data integrity checks. Tenure for Dealer Support Reps averages six years. Tenure for Dealer Support Supervisors and Trainers averages 10 years. Tenure for Dealer Support Managers averages 19 years. 7

10 DEALER SERVICES: SUPPORT Reporting/Event History Stay on track with customized reporting from CMS. With our capabilities, you can proactively manage your business by reviewing high activity as well as non-activity on your accounts. All reports are available via fax and CMS-Connect, and can be customized using CMS-Connect to filter your preferred event history i.e. dispatches only, troubles only, service requests only CMS-Connect This is an Internet website designed to give you near real-time access to your customers account data and activity. The secured website is accessed using a username and password with multiple security levels that is set up at your request. CMS-Connect can be used for reporting, data entry, data verification or all of the above. To sign up for CMS-Connect, please contact our Business Development Department at

11 DEALER SERVICES: SUPPORT Tech Support Our Tech Support team is available to troubleshoot and answer any questions you have regarding panels, services and alarm hardware relating to connectivity to our monitoring center. We support most major brand of IP and GSM devices and can provide you with dependable technical support. 9

12 DEALER SERVICES: SUPPORT Alarm Communication We offer many solutions to the vanishing POTS (Plain Old Telephone Service) line, and they re all good! Unlike a POTS line, with many of our systems there are no wires to cut to disable your customer s alarm system. Our technology allows your subscribers to monitor their home or business while they re away. We feature the latest technology by industry leaders like: Interactive COMMUNICATIONS: IP, GSM PROVIDERS Total Connect Alarm.com --- Web/Video Web/Video Telguard Interactive C24 Interactive GSM & IP AlarmNet Alarm.com Uplink Telguard Connect 24 AES- IntelliNet Fire-Lite Company Provider Honeywell Alarm.com Uplink Telular DSC AES --- CMS features the latest technology products in security such as: Bosch, Napco, VOIP Alarm, UTC and Honeywell we re compatible with most major IP communicators. CMS features the latest products like: Alarm.com, AlarmNet, DSC, DMP s ICOM, ELK, Fire-Lite IP, Telular s Telguard, Uplink and more. Others: Elk (GSM) Elkguard, VOIP Alarm/Sparrow 2 10

13 DEALER SERVICES: MESSAGE CENTER Your calls quickly add up to more business. Our basic services include: Your option to have your calls answered by a live operator or have calls sent to a personalized voic box. Calls answered by operators are warm transferred to ensure your customers reach the appropriate party. This service is offered around the clock with 24/7 availability and allows you to be open 24/7 with use after hours or while you re in meetings or at lunch. Our operators can deliver sales leads and order requests to help you grow your business. Rotating on-call lists help everyone keep in touch no matter what the time day or night. Our operators are trained security industry personnel with access to your customers accounts so they sound like your employees. Retrieve your messages through our message center website and notifications. This important service also includes technical help and monthly reporting. Service Plan Account Base Recommended Monthly Rate Call Allowance Overage Bronze Plan Up to 500 $ Calls $1.00 Silver Plan Up to 1,000 $ Calls $0.95 Gold Plan Up to 3,000 $ Calls $0.85 Platinum Plan Up to 5,000 $ Calls $0.75 Add the option of a voicebox with unlimited capacity for an additional $

14 BUSINESS DEVELOPMENT Marketing Support CMS has end-user marketing materials available to help you grow your business. We are more than just your monitoring station we are a true business partner! Marketing support is available to help you build your business with end-user materials like those pictured here. We provide your business with customizable door hangers, sell sheets and brochures. We have a team of marketing professionals on staff and we are always there to provide advice and guidance. YOUR NEIGHBORHOOD IS OUR SPECIALTY. Serving you is our passion. WE LL BE THERE FOR YOU 24 HOURS A DAY, 7 DAYS A WEEK, 365 DAYS A YEAR! We Train for Your Times of Need Technical excellence is critical to superior service, but the knowledge and professionalism of the person answering your call is even more important when you need help or service. You can rest assured that service professionals will respond courteously and completely. Our monitoring professionals receive weeks of intensive training which involves three levels of testing and certification before they can begin responding to alarm signals. Your Call for Help is Our Central Focus All three of our monitoring centers are UL Listed for burglary and fire protective signaling. These centers are located across the United States but networked together to quickly route alarm traffic during adverse conditions like bad weather. This allows us to balance calls so each of our three centers can operate at its full potential, providing you with reliable, quick and accurate response to your alarms no matter what nature throws at us. We employ the latest in telephone technology and our Quality Assurance Teams monitor calls to insure quick, accurate and professional service you are the most important person we serve! Call Us First for Monitoring You Can Count On! Dealer Name Here 1234 Dealer Address Anytown, US, dealerwebaddress.com DID YOU KNOW? A residential burglary occurs every 21.3 seconds.* YOur NeighbOrhOOd is Our specialty. Serving you is our passion. We re hometown security experts. Our business is to know your neighborhood and provide the peace of mind that comes with affordable monitored security. We ll be there for YOu 24 hours a day, 7 days a Week, 365 days a Year! 12

15 BUSINESS DEVELOPMENT On-Target Report This report is a snapshot of your company s business relationship with CMS. It recaps your past performance by tracking attrition, alarm response, monitoring activity and much more. Customized for each dealer Tracks progress, trends Ability to forecast for future success Real-time access to daily operational information on CMS-Connect 13

16 BUSINESS DEVELOPMENT REPRESENTATIVES Know Your Business Development Team Our Business Development department is always looking for ways to assist you. We have four Business Development Representatives and four Business Development Support Representatives whose goal is to provide you with exceptional customer service. View our Business Development maps to find your representatives. WA OR NV CA AK ID AZ UT MT WY CO NM ND MN NY SD WI MI PA IA MD NE OH IL IN WV VA KS MO KY NC TN OK AR SC MS AL GA LA TX FL VT ME NH MA RI CT NJ DE BUSINESS DEVELOPMENT REPRESENTATIVES BERT ROSS Business Development (office) (cell) (fax) MIKE LAMPL Business Development (office) (cell) (fax) KIP GRANT Business Development (office) (cell) (fax) JACKIE O NEIL TOWNLEY Business Development jackieoneil@cmsn.com (office) (cell) (fax) HAWAII PUERTO RICO 14

17 BUSINESS DEVELOPMENT SUPPORT In addition to our Dealer Support department, existing CMS dealers may contact their Business Development Support Rep with questions related to their account. WA OR NV CA AK ID AZ UT MT WY CO NM ND MN NY SD WI MI PA IA MD NE OH IL IN WV VA KS MO KY NC TN OK AR SC MS AL GA LA TX FL VT ME NH MA RI CT NJ DE BUSINESS DEVELOPMENT SUPPORT TONY SHOMO Business Development Support (office) (cell) (fax) MICHELLE WISER Business Development Support (office) (cell) (fax) KIM WARD Business Development Support (office) (cell) (fax) ALICIA DAPRANO Business Development Support (office) (cell) (fax) HAWAII PUERTO RICO MARY ROE Business Development Support Manager (office) (cell) (fax) JEFF HOBLICK VP Business Development (office) (cell) (fax) MONITORING (Longwood) (Cypress) (Manasquan) DEALER SUPPORT (phone) (fax) BILLING option 4 15

18 BUY/SELL/FINANCE Call Us B4 U Buy or Sell! CMS Marketplace Monitor For years we have been helping our dealers with services that go Beyond the Call including introducing dealers who are looking to buy or sell accounts and inventory. If you are in the market to buy or sell residential, commercial, PERS or industrial accounts only or accounts with inventory, we can help and it s absolutely FREE! For more information, or to get started, please call AFS Founded in 1986, Alarm Financial Services is the oldest continuallyoperating funding provider in the alarm industry. The company was started and is run by a former installing and servicing alarm dealer with more than 30 years of industry experience. Overview of Services Loans 50/50 Financing Program Acquisition Services Sale of Accounts AFA Alarm Funding Associates is a security funding and acquisition company dedicated to helping full service alarm companies grow without having to choose between selling out completely or borrowing capital at terms that will eventually decrease profits. Overview of Acquisition Programs Freedom of Choice Ongoing Purchases Outright Sale 16

19 SECURITY MONITORING SERVICES STORY, D/B/A CMS HOLDING COMPANY Wilson Family ( ) Western Resources ( ) Quadrangle ( ) GTCR ( Present) Protection 1 (1997) Present Security Monitoring Services, D/B/A CMS (1985) IASG IPO (2003) Protection 1 buys IASG, Criticom becomes CMS, an SMS entity (2007) CMS established as Computerized Monitoring Services (1984) 17

20 CRITICOM S STORY Criticom purchases Monital (2000) IDC in Minneapolis purchased (2002) RTC in California purchased (2002) Monital ( ) Western Pacific purchased (1996) NACC purchased (2004) IASG/Criticom sold to Protection 1/CMS (2007) Present King Central (1986) FSS/Securion purchased (2005) IASG goes public (2003) CDS in Florida purchased (2001) King purchases Criticom with operation in Southern California (1999) 18

21 EMPLOYEE TENURE Larry Foley (1981) Heidi Greene (1994) Tony Wilson (1985) Kim Ward (1994) Nicole Bednarczyk (2004) Jeff Hoblick (1996) Ruth Scott (2005) Alicia DaPrano (1998) Present Jason VanMeter (1999) Tony Shomo (1995) Mary Roe (2009) Rose Sabburin (1994) Tony Navarro (2007) Tina McDowell (1984) Michelle Wiser (2005) Business Development Dealer Support OPS/IT Monitoring Lynn Kilfeather (1990) Ann Prince (1993) 19

22 SECURITY MONITORING SERVICES, INC. D/B/A CRITICOM MONITORING SERVICES LICENSING INFORMATION. AL ALABAMA ELECTRONIC SECURITY BOARD OF LICENSURE, 7956 VAUGHN ROAD, SUITE 392, MONTGOMERY, AL 36116, TELEPHONE ; #837,1074,604; AR: ARKANSAS BOARD OF PRIVATE INVESTIGATORS AND PRIVATE SECURITY 1 STATE POLICE PLAZA DRIVE, LITTLE ROCK, AR 72209, ; #E02-044; CA: ALARM COMPANY OPERATORS ARE LICENSED AND REGULATED BY THE BUREAU OF SECURITY AND INVESTIGATIVE SERVICES, DEPARTMENT OF CONSUMER AFFAIRS, SACRAMENTO, CALIFORNIA CONTRACTORS ARE REQUIRED BY LAW TO BE LICENSED AND REGULATED BY THE CONTRACTORS STATE LICENSE BOARD WHICH HAS JURISDICTION TO INVESTIGATE COMPLAINTS AGAINST CONTRACTORS IF A COMPLAINT REGARDING A PATENT ACT OR OMISSION IS FILED WITHIN FOUR YEARS OF THE DATE OF THE ALLEGED VIOLATION. ANY QUESTIONS CONCERNING A CONTRACTOR MAY BE REFERRED TO THE REGISTRAR, CONTRACTORS STATE LICENSE BOARD, P.O. BOX , SACRAMENTO, CALIFORNIA 95826; #ACO-6098; DE: # #03-272, CSRSL-0016; FL #EF ; IL: # ; MD: # ; MI: #60436T, ; NV: #E ; OK; #1651; OR: # ; TN: #1420, 1421, 558; TX: COMPLAINTS CAN BE FILED IN TEXAS WITH THE TEXAS COMMISSION ON PRIVATE SECURITY, 5805 LAMAR BLVD., AUSTIN, TEXAS TX #AMT-0040, B09792, ACR-2860; VA; # ; WA: # SECURITY MONITORING SERVICES, INC. ALL RIGHTS RESERVED. 11/13