CSL DualCom case study

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1 CSL DualCom case study Vodafone Global M2M Vodafone and CSL DualCom prepare to take security innovation to customers in international markets Vodafone Power to you

2 CSL DualCom case study Vodafone and CSL DualCom prepare to take security innovation to customers in international markets CSL DualCom is a leader in the UK dual signalling market, providing security solutions in hundreds of thousands of commercial and domestic properties. Vodafone has provided connectivity services since the company was formed in Vodafone s Global M2M Platform allows CSL DualCom to expand into Europe by providing the necessary cost stability, scalability and device management.

3 3 The need Simon Banks, Co-Founder of CSL DualCom, happily admits his company s arrival into the UK security market could not have been better timed. Formed in 1996, it pioneered the use of dual signalling technology which provides two separate communications routes to transform the effectiveness of security systems. Just months after launch, the Association of Chief Police Officers (ACPO) stated its officers would only respond to confirmed alarm calls. Damage to phone lines caused by thieves, or line failures, had resulted in a 95% incidence of false alarms, costing the police considerable wasted time, money and resources. The insurance sector quickly followed the ACPO s lead, with incentives for properties protected by dual signalling. Overnight, it caused single-line systems to become inefficient and outdated. Thieves would cut a telephone line and take out whole areas, creating havoc, remembers Simon Banks, Commercial Director and Co-Founder. We saw the need to use a combination of a landline and M2M. The security industry had trialled SIMs from various operators, but could not generate accurate data or reporting. It was not just a deterrent, says Banks, it also proved to be better at catching criminals on our customers premises. The thieves would cut the phone line and not realise the mobile signal had alerted the police. We received a lot of good press like that in the early days. It has been good for business, too. CSL DualCom now boasts over 135,000 professional security installations and a 25% share of the UK s secure signalling market, which is growing every day.

4 CSL DualCom case study The solution CSL DualCom now supplies connectivity, via Vodafone M2M SIMs, to 2,800 alarm installers and Alarm Receiving Centres (ARC). The Vodafone solution has made it easy to deploy quickly and effectively, maximising CSL DualCom s advantage. If an alarm is triggered an alert is sent directly to the customer s ARC via the Vodafone network. It also sends an alert if there is a fault with the fixed line. Real-time remote monitoring of the devices reduces the need for routine maintenance visits. Unless there is a problem, engineers need only physically check on devices every six months. CSL DualCom produces a monthly report on device performance for large installers and claims to have reduced their line-fault false alarms more than any other signalling provider. In addition, customers are able to view the device performance via CSL DualCom s web portal. Dave Hewitt, Corporate Sales Director at CSL DualCom, says the big breakthrough came when it was able to offer customers the Vodafone Global M2M solution, known in the security industry as the DualCom WorldSIM, which is capable of roaming and switching to alternative networks if coverage in an area is low. We are thinking big and need a partner who can support us in our plans. In our opinion Vodafone is technically the best network and we re reaping the rewards of their international coverage. The commercial relationship has developed over the years. CSL DualCom became a Vodafone Partner in 2000 and Banks says Vodafone has been instrumental in the success of the business: Vodafone recognised we were the experts in the security market and they were there to support us. This support has helped CSL DualCom transition its business model from an equipment supplier to a service provider, enabling the company to develop recurring incomes via monthly service charges. Vodafone also provide technical best practice and even access to marketing support and networking events. Vodafone has also partnered CSL DualCom in the development of Gemini, a managed network of servers connected to Vodafone s Virtual Private Network (VPN) to relay information from protected premises to the ARC. Every device in the VPN is duplicated and independently monitored. Furthermore, each device is allocated a unique number from the Gemini billing system, meaning customers can track it throughout its life. This method follows the UK telephone numbering system, ensuring additional development was not required and the solution is scalable to 1 million numbers.

5 5 International expansion In January 2012, the business was subject to a 32 million ( 38.6 million) management buyout, supported by mid-market private equity firm, Bowmark Capital. After expanding into Ireland in 2010, the plan is now to take the business into Europe. Portugal, Sweden and the Netherlands are planned first with France next on the list. We have to look at international markets, says Simon Banks. We ve used Ireland as a litmus test for European expansion and within a couple of years we re now the market leader there. With Vodafone s Global M2M solution, we are confident we can replicate that in Scandinavia, Benelux, France and Iberia. To do this, the business needs reliable connectivity for its security devices throughout Europe. Working with a global communications partner which offers consistent pan-european pricing allows CSL DualCom a foundation on which to base its commercial proposition to international customers. We are thinking big and need a partner who can support us in our plans. In our opinion Vodafone is technically the best network and we re reaping the rewards of their international coverage. They recognised we were the experts in the security market and they were there to support us. Simon Banks, Commercial Director and Co-Founder, CSL DualComVodafone

6 CSL DualCom case study A borderless SIM CSL DualCom is testing Vodafone s Global M2M platform ahead of its international expansion. Banks says that reliability is key, given the nature of the application: When we say 24 hours-a-day availability it has to mean 24 hours. We have to be more on at 4am than at 4pm that s when burglaries happen. Vodafone gives us that reliability and it s a solution we can trust. They are truly borderless SIMs. It means if I pay a fixed for a monthly SIM in the UK, I ll pay the same in France or Sweden with the same connectivity and performance. Vodafone s Global M2M platform allows us to offer a consistent price to our customers across Europe. Vodafone s Global M2M solution will also create more features on the CSL DualCom portal. We ve long favoured making SIMs more transparent and this will create further value-add for our customers. We ll have a graphical user interface front-end showing everything from performance to signal strength. We have some customers with over 700 connected devices and they want to see what s going on across their estate. Having that visibility is a huge boost to customer satisfaction, concludes Banks. They are truly borderless SIMs. It means if I pay a fixed fee for a monthly SIM in the UK, I ll pay the same in France or Sweden with the same connectivity and performance. Vodafone s Global M2M platform allows us to offer a consistent price to our customers across Europe. Simon Banks, Commercial Director and Co-Founder, CSL DualComVodafone

7 7 Executive summary Business need After 15 years of steady growth in the UK, CSL DualCom wanted to expand its security solution to customers in Europe. It therefore needed an international M2M solution that could provide performance, scalability and price transparency. Solution After rigorous testing, the Vodafone Global M2M solution provides an international M2M solution that is integrated into CSL DualCom s security devices. It provides customers with standard pricing, regardless of territory, pan-european coverage and a feature-rich web portal. Business benefits Real-time monitoring of security devices, with secure dual signalling, reduces maintenance visits (and costs), and delivers optimum performance. Working with a global communications partner which offers consistent pricing and a Global M2M Platform, enables CSL DualCom to expand its business into Europe. A feature-rich web portal which provides access to everything from performance to signal strength improves customer satisfaction and gives CSL DualCom a great value-add.

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